In this week’s episode of the SIMPLE brand podcast, I talk with Steven Van Belleghem.

Steven is one of the top customer experience thought leaders in the world. He’s helped world-leading companies like Disney, Mastercard, Mercedes, and Salesforce learn how to be more customer-centric.

And Steven is the author of six bestselling books including his latest - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture.

Here’s what we discuss:

• How to know if your brand is truly customer-centric
• The value of adding emotion to customer relationships
• How details make the difference in your customer experience
• The barriers that keep brands from being customer-centric
• How to instill effective empathy in your customer experience
• The secret to customer loyalty is being more loyal to your customers

RESOURCES FROM THIS EPISODE:

• Steven's website
• Steven’s book - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture
• Steven’s free resource - How to Become a Shiny Diamond Workbook
• Steven's YouTube channel
• Steven on LinkedIn
• SIMPLE brand Podcast #35 - Create a Customer-Centric Experience

In this week’s episode of the SIMPLE brand podcast, I talk with Michael Hinshaw.

Michael’s the founder and president of customer experience consultancy McorpCX where they help brands make customer experience easier for their leadership, their people, and their customers. He’s recognized on over a dozen "Top Global CX Influencers" lists.

And Michael’s the co-author of two best-selling books including his latest - Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It.

Here’s what we discuss:

• Who really defines your customer experience
• It takes more than surveys to understand your customers
• How to align silos in your organization
• Non-customer facing teams still impact the customer experience
• How your culture drives your customer experience approach

RESOURCES FROM THIS EPISODE:

• McorpCX
• Michael’s book - Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It
• Michael’s book - Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them
• Michael on LinkedIn

In this week’s episode of the SIMPLE brand podcast, I talk with Tamsen Webster.

Part message designer, part English-to-English translator, part magpie, Tamsen helps leaders craft their case for large-scale change. As a sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts.

And Tamsen is the author of the best-selling book - Say What They Can't Unhear: The 9 Principles of Lasting Change.

Here’s what we discuss:

• Why so many change initiatives fail in the long-term
• The biggest mistakes in change communication
• How to understand what’s important to your people
• How co-creation with others leads to more buy-in
• Dealing with antagonists and indifferent stakeholders in your change approach
• BONUS: Applying change principles as parents

RESOURCES FROM THIS EPISODE:

• Tamsen’s website
• Tamsen’s free resource for you - The Compact Case
• Tamsen’s book - Say What They Can't Unhear: The 9 Principles of Lasting Change
• Tamsen’s book - Find Your Red Thread: Make Your Big Ideas Irresistible
• Tamsen’s Message Design Institute
• SIMPLE brand #75: Tamsen Webster – Find Your Red Thread