Join us and our guest Nicolette Wuring in a new episode from the CX Around The World series. She is from the Netherlands and is the author of Customer Advocacy, a must read for any CX professional.

From her earliest career as a flight attendant to her most recent position as the first Head of Customer Experience at Liberty Global in Amsterdam, Nicolette is a champion for the creation of safe and brave spaces for people on the front line to do the right thing.

In this first of two podcasts, Nicolette will explain why that is of such great importance.

Also on this podcast…

• How the role of contact center, billing and service techs is the most foundational element of great CX.
• Why it is important to create safe and brave space for people on the front line to do the right thing.
• Why measuring the right things in the right way is critical and the wrong measures can inhibit front lines doing the right things.
• How starting by fixing the brilliant basics is essential in preparing you for your great customer experience journey.
• Why the words of Colleen Barret of Southwest Airlines who said “her job was to spend 80% of her time making employees happy so they could spend 100% of their time making customers happy and that would make shareholders happy.” are words to live by.

Resources

• Customer Advocacy – Nicolette Wuring
• Winning on Purpose – Fred Reichheld 

Share