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XM Talk September 22, 2021

Welcome to the latest edition of XM Talk bringing you updates from around the world on Experience Management. 

Shep Hyken is a fellow global guru on Customer Service/Experience and is a New York Times, Wall Street Journal and Amazon bestselling author – multiple times!

Shep’s work is always insightful and actionable – a double win. That is why in my corporate life I purchased 1000s of copies of his books to distribute to Team Members. 

Shep has a new book – I’ll Be Back How To Get Customers To Come Back Again and Again. 

In I’ll Be Back you will learn…

  • How to design and create an experience that gets customers to return, again and again
  • The one trackable trend that leaders must monitor every morning
  • The difference between repeat customers and loyal customers
  • How delivering an amazing customer experience is within the reach of every organization
  • And much, much more 


The book is available in hardcover, kindle and audio book and you should definitely buy a copy today.

Insights from Around The Web

Who Owns the Customer Experience Anyway?


Gartner explores who owns the customer experience. I discussed this topic on a recent live XM Talk, you can watch the replay here.

Read the article here.

The Changing Face Of Customer Engagement In A Post-Pandemic Era


Lee Hawksley of Twillo explores how the pandemic has fuelled changes in how we engage with customers. 

Read the article here.

Large Brands Going DTC, But Hurdles Remain
 
DTC – Direct to Consumer is an evolving business pivot for many brands. Jimmy Duvall explores this emerging trend and some of the hurdles that businesses face. Recently in Australia car manufacturer Hyundai announced that their new IONIQ model would adopt a DTC sales model, you can read about that here 

 

Read the article here.

I recently had the privilege of being interviewed by CXBuzz – you can check out the article here

Recording, editing and getting ready to publish – the new show goes live next week.

Be sure to add the show to your favourite podcast app or in YouTube

Do you have an amazing CX, EX, PX or BX story to share that grew the business – reach out to be a guest on the the show.

The 1% Difference with Jason S Bradshaw is available on the below and all great podcast listening apps.

How much is the way you are communicating costing you?

Entrepreneur, Keynote Speaker, Magician are just three words you could use to explain who Vinh Giang is.

Inspirational, influential and insightful are another three words.

These and many more are all true and importantly he has helped individuals and organisations around the globe become more confident, impactful and effective communicators.

He has now launched a self-paced online communication course and I 100% recommend it to you, regardless of your your skill level. Check out the course website for further information and an endorsement from a Google Director and others.

Check it out here.