How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw

Customer Experience Leaders

English - September 17, 2018 14:01 - 38 minutes - 35.4 MB - ★★★★★ - 26 ratings
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Previous Episode: Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard

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Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal level, plus explores what it takes to build trust and deliver a great customer experience during a crisis.

Resources mentioned:

Amazing Business Radio (podcast), by Shep Hyken
It’s all about CEX! (book), by Jason Bradshaw

Key takeaways (starts at 33:17):

Documenting the principles that describe a great experience in your team.
Celebrate when employees go above and beyond.
When it gets harder, celebrate harder.
Just act to implement a better experience.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.