Decoding the Customer

Decoding the Customer


Latest Episodes

Understanding Voice of Customer: CX Mini Masterclass – E39
May 09, 2019

This CX Mini Masterclass explains the Voice of Customer (VOC), how this differs from CX metrics and measures and why understanding customers is key to business success. Show host and customer experience expert, Julia Ahlfeldt,

Delivering luxury customer experience in the safari industry: interview with Troy Smith – E38
May 02, 2019

Troy Smith, the owner and managing director of True Africa, shares his perspective on understanding customer needs and delivering compelling experiences to upmarket customers in the safari travel industry. Troy sheds light on the reality of delivering ...

Customer experience culture starts with hiring: CX Mini Masterclass – E37
April 25, 2019

      This CX Mini Masterclass explains how an organization's recruiting practices set the stage for its customer experience culture. Show host and customer experience expert, Julia Ahlfeldt, shares ideas and practical tips on how to align...

Customer Strategy vs. business risk: CX Mini Masterclass – E36
April 18, 2019

This CX Mini Masterclass explains investigates how to find the balance between mitigating business risk without derailing your customer strategy. Show host and customer experience expert, Julia Ahlfeldt, takes you through a practical approach for evalu...

Customer Service without subservience: CX Mini Masterclass – E35
April 11, 2019

This CX Mini Masterclass explains how to fortify your organization's service culture through the concept of customer service without subservience. Show host and customer experience expert, Julia Ahlfeldt, explains this concept and its role in helping o...

Insight on emerging consumer experience trends: interview with Ilenia Vidili – E34
April 04, 2019

Ilenia Vidili, founder of the Smarter Crew, shares her insights on emerging consumer trends, including how mobile devices are transforming customer journeys, the importance of experience personalization and the role of tech in experience innovation.

Taking on Net Promoter Score: CX Mini Masterclass – E33
March 28, 2019

This CX Mini Masterclass provides in-depth insight about Net Promoter Score (NPS). Show host and customer experience expert, Julia Ahlfeldt, sheds light on why this metric receives so much heat, explains some common pitfalls with its use,

Measuring customer experience through leading and lagging indicators: CX Mini Masterclass – E32
March 21, 2019

This CX Mini Masterclass explains the role of leading and lagging indicators in measuring customer experience. Show host and customer experience expert, Julia Ahlfeldt, shares examples for how you can build a balanced view of customer experience with t...

3 Common customer experience metrics explained: CX Mini Masterclass – E31
March 14, 2019

This CX Mini Masterclass provides an overview of 3 of the most common customer experience metrics currently in use among businesses: Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES).

Realizing customer value: interview with Arvida CEO Bill McDonald – E30
March 07, 2019

Bill McDonald, CEO of the Arvida Group, shares his insights on translating customer value into business value within the context of the retirement community industry. Bill and show host Julia discuss how consumer needs evolve with generations,