How To Become The Experience Maker At Your Organization

Each year around this time, companies commit to new annual budgets and sales goals. And each year, it seems that sales goals go up while budgets stay flat or decrease. Leadership may or may not be interested in customer experience, but even if so, it's a secondary goal.

As a marketing and customer experience leader at Discover, Humana, McDonald’s and a late-stage startup, I navigated many conflicting priorities. But I learned how to be successful in all of those roles by focusing on the one thing that matters most — the customer. Without customers, there is no business; but with happy customers, the business thrives because people stay longer, spend more, and tell their friends and colleagues.

In each role, I found simple, practical, and inexpensive ways to improve the customer experience, and then I watched as customer satisfaction scores vastly improved and brand sentiment on social media became more positive. At Discover, we even won the coveted J.D. Power Award for Customer Satisfaction for the very first time under my digital leadership. In short, I became The Experience Maker at my company.

Learn from the best.

The best part about being in the customer experience and customer service world is all of the amazing people I've met and worked with who share my mindset of creating customer-centric organizations. Some of them are public speakers and authors, and others are day-to-day practitioners at a wide variety of companies. Although I've been in the space for many years at this point, I always learn something from talking with other smart people.

Having been on both the client side and the provider side, I can talk shop with everyone. And that's exactly what I'll be doing on the new LinkedIn Live Show, The Experience Maker?. Each Thursday at 4 pm Eastern, I'll interview an industry expert who has become The Experience Maker at their organization and/or helped others do the same. You can tune in just by connecting with me on LinkedIn and then looking for a notification on your homepage feed. (For more info, see LinkedIn's help article.) You can also comment and react in real-time.

The list of confirmed guests is nothing short of remarkable (list subject to change):

Then, it’s your turn.

If you want to save loads of time and frustration by learning how to become The Experience Maker at your company, consider signing your team up for a group training course. This ensures that you aren't the only one focused on customer experience and that you'll have buy-in from multiple business partners. It also puts your company on a single path toward true differentiation -- not by price or product, but by experience.

For more information, read about The Experience Maker? virtual course and live mastermind here.

Save the dates.

The LinkedIn Live show will air every Thursday at 4:00 PM Eastern beginning February 6th. Tune in, comment and react in real-time just by connecting with me on LinkedIn and then looking for a notification on your homepage feed. See you there!