Episode released on: 10. July 2023
Conquer Self-Doubt, Embrace Growth: Building a Resilient Mindset for Professional Success with Justin Robbins – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
The CX Goalkeeper had the great opportunity to interview Justin Robbins
LinkedIn Headline: Founder & Principal Analyst at Metric Sherpa
Highlights:
00:00 Introduction
00:46 Topic of energizing and motivating people in customer experience transformation
01:52 Introduction of Justin Robbins
02:58 Justin Robbins on his values and integrity
03:57 Discussion on Justin’s passion for barbecuing
05:15 The gap between customer experience aspirations and delivery
07:30 Coping with the gap and making an inventory of broken promises
08:29 Challenges of standardization and personalization in customer experience
08:59 Finding energy in contact centers and design teams
11:21 Cultivating a growth mindset and continuous learning
11:50 Justin’s energy and motivation in his work
14:05 Importance of community and curiosity
14:45 Discussion on CX Accelerator community
16:33 Embracing the unexpected and having a growth mindset
18:52 Connecting with others, curiosity, and leveraging data for success
22:25 Future conversations on human component of customer experience
23:21 Three pieces of advice: be a connector, be curious, leverage metrics
27:06 Reflection on conversations in 10 years from now
27:34 Book recommendation: “Lead the Field” by Earl Nightingale
29:30 Contacting Justin Robbins
30:09 Justin’s golden nugget: Consistency in the little things
32:06 Conclusion and audience feedback
and much more
Justin’s Contact Details:
- https://www.linkedin.com/in/justinmrobbins/
- https://metricsherpa.com/
- justin@metricsherpa.com
- mobile: +1 757-429-4357.
- https://twitter.com/justinmrobbins
His book suggestion:
- “Lead the Field” by Earl Nightingale. It’s a short and impactful book that he recommends reading and rereading regularly.
Justin’s Golden Nuggets:
- Focus on consistently doing the little things right in customer experience. He emphasizes the importance of keeping promises and improving one promise at a time. By understanding and addressing the small moments and consistently delivering on them, businesses can achieve significant and sustainable improvement in customer experience.
- Complete Nugget (revised): The number one reason businesses fail to deliver great customer experiences, according to Justin Robbins, is their inconsistency in doing the little things right. It’s not about using fancy technology or implementing AI; it’s about mastering the small moments and keeping promises consistently. Justin’s golden nugget of advice is to have a focused effort on improving one promise at a time. By understanding the promises being made and working towards being one promise better each day, businesses can make significant and sustainable improvements in customer experience.
“🔑 Unlocking exceptional customer experiences and propelling businesses to new heights lies in mastering the art of consistently doing the little things right.” @justinmrobbins on the CX Goalkeeper Podcast
Tweet
#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast
 |  |  | ||
 |  |  |
What did we discuss?
Gregorio Uglioni 0:00
Ladies and gentleman, welcome to the CX goalkeeper podcast your host, Greg will have smart discussions with friends, experts and thought leaders on customer experience transformation and leadership. Please follow this podcast on your preferred platform. I am sure you will enjoy the next episode with the guest I selected for you, ladies and gentleman. And tonight it’s really a big pleasure because I’ve Justin Robbins together with me on the CX geek, goalkeeper podcast. I Justin, our yo, hey, Greg, I’m good. How are you? Well, I am really thrilled to start this discussion with you. Because we found an really interesting topic to share with the audience. It’s about energizing them, motivating them to continue and to drive this customer experience transformation and every transformation that we are doing in our companies because transformation, customer experience, it’s an hard job, and therefore I think it’s time also to energize and motivate people.
Justin Robbins 1:04
Yeah, I love it. I think about it as this idea. How do we how do we get so excited about our work that it causes us to wake up before the alarm every day? It keeps us excited throughout the day. So I’m really excited to have this conversation with you.
Gregorio Uglioni 1:18
Thank you very much, Justin. As usual, we first start introducing today’s top plane. It’s you is Justin Robbins. And therefore could you please introduce yourself?
Justin Robbins 1:28
Yeah, absolutely. So as you said, Justin Robbins, I’m based in Wilmington, North Carolina in the United States. I’m the founder and principal analyst at metric Sherpa, which is an independent research and advisory firm, we help businesses who feel stuck on improving customer experience. My entire career has been in CX in one way or another Greg, I’ve started as an agent on the phones, I ruin the contact center, I’ve worked in hotels and restaurants and, and kind of over time just evolved to be a student of learning all of the different aspects of customer experience running CX teams, as a consultant for CX teams, even working for technology companies. It’s yeah, it’s been a fun ride. I’ve been talking about this idea of passion and excitement. It’s just work that I truly love to be a part of.
Gregorio Uglioni 2:18
Thank you very much, Justin. And we really like and enjoy following you on the social medias, watching your motivational speeches, and therefore I’m super happy that that you joined. And perhaps also to learn a bit more about you which value strategy in life.
Justin Robbins 2:34
Yeah, and I’ll be honest, this is going to end up being a thread probably for a lot of our conversation. today. I think the biggest thing for me, Greg is integrity. And integrity is about being a person of your word. It’s about saying things that honor the people that you have an opportunity to serve and interact with every day. And I think that matters for us as individuals, it matters for us as companies. It matters for us as all of the roles that we play to the point of a CX scorekeeper on and off the field. I think all of those things matter. And they show up, they show up in the quality of work that they do. They show up in the teams that we end up being surrounded by. So I think the biggest value for me is is living a life and doing work that’s marked by integrity.
Gregorio Uglioni 3:24
We’re interesting, and you we know also a bit from your private life. You are in the jury of barbecues, I think something that we are sharing, I always like to cook Could you please share with us about about this?
Justin Robbins 3:39
Yeah, barbecue is a pretty big value to us. So I I’ve always I love food. And a number of years ago I was looking for a hobby I always enjoyed cooking barbecue, and I learned that you can get certified as a competitive barbecue judge. So a number of years ago I went out did a course over a weekend where you learn how to judge and whatnot barbecue. And that’s yeah, that’s between family and and and travel barbecue is up there probably in my Trifecta along with bow ties. I think if I could somehow combine barbecuing in a bow tie, I might even that might be my thing after CX
Gregorio Uglioni 4:23
and I need to ask this question. What’s the best meal you can cook? Ah,
Justin Robbins 4:30
that’s a loaded question. I think I think there’s there’s not just all sorts of really cool meats that you can cook but different ways that you can cook them. I’ve actually said my my goal one day if I were to ever open a restaurant, it would be celebrating all of the styles from around the world of how fire and smoke are used to cook food because there’s just so many. Gosh, I have an appreciation for it all I can’t, I can’t pick favorites.
Gregorio Uglioni 5:00
I can understand that and perhaps we have a future podcast about this topic. You mentioned something really interesting. You said if I would open a restaurant and I think dairy would also take really take care about the customer experience. And this is also the topic today, we would like to discuss, it’s about motivating, energizing people offering a great customer experience. And to kick off the discussion, we know that there is still a gap between the aspiration that companies have on our the customer experience strategy, and what they’re really delivering. How can companies cope with it?
Justin Robbins 5:41
Yeah, Greg, there’s a lot of pressure to make some pretty big promises around customer experience. I don’t think anyone anywhere would be okay saying that, hey, we just want we just want an OK, experience, we want to be mediocre. Nobody wants to do that. And this pressure shows up in the ways that executives often talk about their company, it shows up in the ways that marketing teams often talk about their companies. And we make really big promises because that’s what we all convince ourselves is what what we want. And and don’t hear me out we Nobody wants a bad customer experience. But I think we’d be more accepting and more open to honest customer experiences. And this is this becomes a tension right? What do we do between the brand that we want to be and the picture that we paint in marketing or in how we talk about our goals, delivering a customer experience, but then the very real, the very real challenges that prevent us from getting there. And we can talk about the trifecta of those what what that is all day long. But it really comes down to people or process or technology or combination of the above, we say that we want to deliver a cohesive customer experience. But our technology is not connected in a way that enables us to see and deliver that experience or we don’t invest in training or hiring the right people that that to me is the biggest gap, Greg is, you know, we make these promises, but we we limit our ability to actually deliver on them. And I think to your question of how do we cope with it? A number of years ago, I put out a challenge to a group of people, and I call it the Promise Keepers challenge. And here’s what I said, I want you to make an inventory and do it for a day for a week for a month for a year of every time you hear from a customer. And it’s a result of you breaking a promise, because most complaints that show up throughout the customer experience is because one thing was expected or promised and another thing was delivered or occurred. And I think for us coping with that gap, it’s being really clear on what what that is for us. Right? First, we have to see it and know it before we can address it.
Gregorio Uglioni 7:56
It’s it’s really very interesting. And also looking from from another side. So what you’re saying I see also a lot of companies doing trying to do a lot of different improvements, some improvements related to standardizing all the processes, and in the same company, different teams and are done trying to personalize every experience. And this is not working together. And therefore it’s making it extremely difficult for companies to really achieve their aspiration of what they want to offer to the customer. And
Justin Robbins 8:29
that’s a great point, you see, you see that challenge not only on different teams working on different problems, but it could be different teams working on the same problem and they don’t realize it or they’re incentivized to deliver different outcomes. So that’s, that’s a really, I think, an important statement that we can often be competing with ourselves as well.
Gregorio Uglioni 8:47
And quoting you offering great customer experience is a great, it’s really hard work. And, and therefore, where it’s possible to always find this energy to design and deliver great customer experience. It can be in contact center with a contact center agents that have the monotony of always answering the phone, or also design teams that are really focused on creating all the required documents to get the approval and so on where to find this energy.
Justin Robbins 9:18
Yeah, this is this is an easy trap for all of us to fall into. We’ve been doing something for a while. There’s been all of these different studies around you know, before we start something we’re often most satisfied before we do something, and the minute we start doing it, there’s something that we lose because we love that idea of what what it could be and what it could mean for us. And then we have to show up and do it. And after we’ve done it we have to show up and we have to do it again. And I think it’s really easy to just to lose sight of what initially excited us the impact and the value that we can deliver and what we’re working toward. Greg one of the one of the common things that I would experience when I was hiring off to frontline employees in customer service or contact center types of roles is they didn’t find themselves there because they aspire to be there. They found themselves there because hey, maybe we were just a company that was hiring, or they wanted to move up within the organization. And it was a good entry level opportunity. Or as one employee told me, you know, she just was taking it until she could find a real job, which just broke my heart. Part of breaking free from monotonous and numb, neat monotony and numb This is is, is changing our perception how we’re we’re looking at the work that we’re doing, and recognizing that some of this work is not, maybe it’s not intended for us to do it forever. But how does this help us get to what’s next? And for the people that are entrusted into our care as leaders? How do we help them see what the thing they’re doing right now, that’s going to enable them to get their next career move, or whatever they’re, they’re hoping to achieve beyond this. It’s, it’s about I think, in some ways, it’s about checking ourselves and having people who can keep us accountable and refreshed to recognize that our work and customer experience is not about the thing that we’re doing right now. Right, the actual job is part of something much bigger and something much greater. And I think the more we can keep our eyes on the bigger and greater than the thing we’re doing in the right here right now. It elevates our perception and perception is reality. Right? So the more we can elevate how we view the work that we do the the easier it is for us to see how exciting this work actually is.
Gregorio Uglioni 11:40
Exactly, I think this is this is something super interesting. And I don’t start the discussion about the different generation, why’s that and so on, because it would be too easy. And basically you said, perception is a reality. The reality is, you are a thought leader, we are following you, you are doing a great job you started also your your new company, where do you find the energy to do everything you are doing?
Justin Robbins 12:09
For me, it’s a couple of things, Greg, the first and foremost is honestly I think community. And a number of years ago, I found myself running a Customer Experience team. And I was in that place of numbness and monotony. And I felt like I was the only one going through what I was going through. And it was just, I think it’s easy to beat ourselves up sometimes. And it wasn’t until going to an event where I was surrounded by people who were doing the type of work I was doing facing the types of challenges and finding how we could lean into each other and learn from each other and share with each other. And that has followed me now for a very long time. That that I think is first and foremost of this is having a really strong community of people who can help not just encourage you but but refine you and hold you accountable and let you know when you’re you know, just making silly decisions. That That to me, I think is one, two is constant curiosity. Part of why I love this work is it’s as much about this things it’s always been about as it is about all of these new innovations and changes and then just unknown in what’s ahead. And that I think just if we’re not curious about how things are evolving, and the impact and the intersections of people, processes and technology just continue to change. I don’t know if you’re not curious, I wonder why are you doing this? Right? I think that’s important. So community, it’s community. It’s about curiosity. And, you know, maybe maybe part of its like this is this is pretty much all I’ve ever done. And the few times in my career, I’ve looked to do something else. I don’t know, I find a comfort in the type of work that enables me to help people help other people. So that that I think is just part of, you know, I don’t want to use a third see and say it’s it’s comfortable. But to me it’s compelling work. I did another see anyway. So that was if you said that’s it, it’s about community. It’s about curiosity. And I think it’s I do think it’s work worth doing.
Gregorio Uglioni 14:24
And at the end based on your values, it’s also common sense to do that. I like it. I think what you’re saying it’s really interesting, because based on what you shared, it’s a lot of continuous learning. It’s about sharing, it’s about understanding, and that’s also why I’m doing this podcast, I am learning a lot. I have the great opportunity to chat with people like you, and I’m part of this customer experience community that that’s it’s really interesting to be in and I think now it’s the perfect time to plug in. I had Nate brown few weeks ago on my podcast, and you are also Part of a great community. Could you share also your experience with CX accelerator?
Justin Robbins 15:04
Yeah. So this is fun. So So Nate and I met a number of years ago at an event and this was before CX accelerator and all these things happened. And it was clear that Nate Nate wasn’t like, he reminded me a lot of myself a few years prior to that. And we started looking at at these bonds that we were forming. And it was interesting, there was a combination of kind of a number of events, when Nate really got this this burden put on him to create a community that was for customer experience professionals that are just trying to figure out what’s what’s next in their career, and how do they take the best next step in serving the business, their businesses and developing themselves. So it was, you know, something that at the time I started being involved with as, just as a friend tonight, as somebody who knew a bunch of people in the community, wanting to contribute where and where, where and how I could. And then last year, as we really tried to figure out, what’s the next phase for CX accelerator? And how do we kind of take this community to the next level, we start to pull together the strategic board together, of which I’m able to be a part of, and really the whole again, the thing that keeps us up at night is how do we equip customer experience professionals so that they can effectively step into whatever’s next for them. And I love it, I love it, because it does help to build real friendships. But every single day, you get to see people be vulnerable in what they’re going through. And then generous in their experience and their own passions and beliefs. Again, goes back to that idea of its people helping people and I love it. That’s kind of what it’s meant to me. And that’s why I love being a part of it.
Gregorio Uglioni 16:52
It’s great. I had the pleasure to watch a short video where Nate was interviewing you a few weeks ago. And it’s incredible out well, you are discussing together our lines you are and how much energy you have when you’re discussing about customer experience. But at some times, perhaps you for me, it’s clear, I have some self self doubt. And I’m not sure how to continue not secure. How is it possible to cultivate a growth mindset continuously?
Justin Robbins 17:23
Yeah. I think we all need lessons in this. You know, there, there are a couple things that that I have done and that I encourage others to do. One for me it part of it is that idea of being a continuous learner, and I am I’m in a phase right now, Greg, where I’m going from one book to the next. And when I’m reading a book, my wife and I just had this conversation, I didn’t do well with digital copies of books, because I’m highlighting things I am taking notes. I’m thinking about what is the implication of this on me and my life and my work? And how do I do something with this, that, to me is the most important part of a growth mindset is you need you need an external force acting on you to make that possible. And that external force can be reading books, it can be listening to podcasts, it can be having a mentor, and, you know, unless you’re in retirement and you’re done, even then I think find another retiree to mentor you and something in general like that, that to me is what’s important. This is the minute we we close ourselves off the minute we think that we are done experiencing and learning all that is to be learned and experienced. That I think is when that that mindset begins to slow down and Darius even died, right? We it’s we lose sight of all of these things. So that to me is it find and if you you can’t hold yourself accountable for invite somebody into accountability, and let them know who you are and what you want to achieve. And they will they will push your limits, right? That’s the type of relationship that you want with someone if you’re really trying to drive a growth mindset.
Gregorio Uglioni 19:11
I think this is this is great, what you’re saying and often the more most people goes out to the jogging or to gym, only if there are two people motivating themselves every day’s and picking them up and going together. I think this is something that that is extremely important. We are not alone. And we should also support ourself and what you’re saying. Nowadays, it’s the reality we don’t know what what will happen tomorrow. And therefore we need to be prepared for the unexpected and we need to renew our confidence in what we are doing. What’s your view on this topic?
Justin Robbins 19:47
Yeah. You know when I want to unexpected feels like norm and and for me it’s not it’s a being okay, not knowing everything and right Recognizing that you’re not going to have a solution. There’s a couple things that when I think about my own experience with the unexpected, a couple of things that that that jumped out to me right now, one is a mantra that a leader a number of years ago, kind of got myself in the team I was a part of to embody and, and what that was the metro was cared deeply fight passionately hold loosely. cared deeply means that, hey, if you’re doing work that you believe is worth work that’s worth doing. You should care deeply about that the impact that it can have the value that it brings, as a result of your experience, and what you know and have done you should fight passionately for the things that you believe in and what you think is right. But hold loosely, is recognizing that at the end of the day, the best idea for the organization has to win, and that might not be yours. And so when we find ourselves in unexpected circumstances, that often means that not one person has the answer, often, but a combination of people can bring together their experiences and their expertise and their backgrounds and their beliefs work together on an idea that best to move the organization forward. And, and we’ve seen some cool examples of this, you know, over the past years, but but I think how do you embrace the unexpected? Is you embrace it together, not alone? And that you recognize in your team? How do you create balance? Again, another thing that was thrown out a couple of years ago is this idea of the perfectly imperfect team. And I think part of embracing the unexpected, expected and having confidence in your team’s ability to succeed is having a perfectly imperfect team, which means not everybody knows and does the same things, or has the same background, but it’s got all of these unique perspectives. And sometimes that creates tension. And that can be a good thing. I think that’s that’s part of it. I think, how do you experience confidence it’s focusing on on the short wins, and and recognizing how they built together to create big things. And this is, I think, a broader challenge for a lot of organizations is we define success by the final outcome. And so often, we as organizations, and we individuals lose sight of all the little incremental wins and progress that we make. And when we lose sight of that it’s easy to feel stuck, it’s easy to feel numb, it’s easy to have self doubt. It’s easy to write all of those things. So I think that that is part of what that means to experience. renewed confidence is just recognize little wins in the moment. And know that, hey, you’re you’re going to have some things that are going to be setbacks. But as long as we have more incremental wins, right, that, I think is what we need to be striving and looking and thinking and working toward.
Gregorio Uglioni 22:53
What you’re saying is like a soccer team, if you think about my background, all together, they can only win if they play together with one defined target, and trying to make progress each time to win every meter or miles that they are doing, and then try to score goals and they need to score several times before they can then take this can serve on goals. I think this is a great explanation. And now I’m super thrilled to ask the next questions, because you as you already share so many golden nuggets, and so many insights, we are not yet at the Golden Nugget side, but in your experience or during your career. Could you please share two three piece of advice is that you want to share with the audience that helped you that you did in the past, who is related to being energized, being motivated, really driving this change being always at the forefront?
Justin Robbins 23:49
Yeah, some of these tie into some of the comments I made earlier, Greg, and I think some of them not some all of them are really important, not just in overcoming the things that you know, I’ve talked about, but I think for our work as customer experience professionals, if you want to be defined as someone who is truly just leading the way, I often say of it in terms of setting the pace, like if you want to be somebody who is a customer experience, Pace Setter, I think that you are characterized by by a couple of things. I think the first one of those is that you are a connector. One of the things that I would always do when I was part of a business is I wouldn’t have each week, intentional outreach in all different parts of the organization. And it might be somebody that I did work with regularly. It might be somebody that I never possibly did work with, but it was a matter of understanding. Hey, Greg, can you and I just got a couple of minutes. I’d love to know more about what you do, why you’re here might just understand and build those relationships. Because customer experience really is dependent on an organization’s ability to connect all All of these things that will remain siloed and will remain disparate, even with all of the advancements that that may and will come, there’s always going to be that disconnection, which I think is why that is the first piece of advice is be a connector be relationship builder, be someone who is doing outreach and getting to know others in your organization with a consistent just with with consistency. Thank you. Great.
Gregorio Uglioni 25:28
Thank you. I think this is extremely interesting. And this is I think this is really a key point that you are sharing. But please continue.
Justin Robbins 25:36
Yeah, I think the second piece that I did allude to is curiosity. I think that the part of the reason why most organizations still struggle to deliver great customer experiences, despite all of the advancements in technology, despite all of the lip service that we give customer experience and customer service, all the terms related to understanding and serving customers. It’s still a problem. In fact, depending on which research you look at, it says that, hey, it might actually be a bigger problem than it was a few years ago. I think for us to get this word, right, we have to be curious to wonder like, why is that the case? And what is it about the way our organization does things? What is it about the way that processes are designed or technologies integrated? Are we think about using and leveraging people in the right ways? I think we need to be curious. So we’ve got to be connectors, we’ve got to be curious. And the last piece for me, which is part of why I picked this name in my business, I think we have to be really clear understanding and articulating and telling story around how our business defines and achieve success. And that’s all of our metrics, right? That is the role of metrics. And I think, for you to be successful in customer experience, you’ve got to have an appreciation and an ability to leverage data well, and just be relational. You can’t just be the personality and make people feel good. And, and I saw problems like that’s important. But if you really want to be someone who is is setting the pace, again, for what customer experience should be, you’ve got to have a good relationship with data and ability to help others drag your organization understand the value and the impact of CX.
Gregorio Uglioni 27:34
I think what you’re saying it’s it’s extremely important metrics, you can measure progress, you mentioned that earlier, progress is important. And therefore you need to you need to measure that. Thank you very much for these three advices, that the audience will for sure. Use leverage and understand. Now, let’s jump in 10 years from now, we are back on the CX goalkeeper podcast, what we’re discussing about
Justin Robbins 28:02
think we’re talking about some of the same things. Because if I think about 10 years ago, or even 20 years ago, there are some conversations that are still being had, in fact, I can think of a number of things that were predicted 10 years ago that still haven’t haven’t come through. So I think part of it will be that. I think what the the bigger, I think broader theme, and more interesting piece of this is how are organizations really thinking about customer experience and the human component of customer experience? As a strategic differentiator? I think we are going to have really cool advances in terms of our ability as organizations to access data. I think if we do it, well, we can have really good ability to act on data as well. It’s not just about accessing, but it’s interpreting and figuring out how do we act on it. So I think there could be cool conversations around what is true CX intelligence at scale look like? And we may have a better under I hope you have a better understanding of that. But the conversations I think I’m even most excited to be a part of is, is how do we look at the human element? Because that is the thing that as technology evolves has to be protected and sacred and meaningful in the right ways. I think we can have conversations around what that looks like as part of my hope.
Gregorio Uglioni 29:32
Thank you very much. And I’m looking forward to discuss this topic with you in 10 years from now or earlier. You are always welcome on the CX goalkeeper report because the game is coming to an end in the extra time in the last two or three minutes. I still have three questions for you. And you said you are an avid book reader. And therefore my question is there a book that you would like to suggest to the audience that LP during your career or during your pilot life?
Justin Robbins 29:58
Yeah, there is a book Right now that I am reading and rereading, with some regularity, it’s actually patis has given us some site. So it’s actually based off of an audio Cape series that was put out a few decades ago and then reincorporated into a book. It’s about 100 pages. So really easy read as well. And I think it’s going to reinforce some some key fundamentals book is called lead the field. And, yeah, it’s, it’s for me right now. It’s something that I’m revisiting at least once a month. And there are principles that are really important reminders for me, so lead the field as the book right now.
Gregorio Uglioni 30:37
Thank you very much. And what’s the best way to contact you?
Justin Robbins 30:42
Best way to contact me you can email me, Justin at metric sherpa.com, I can call them text at 757-429-4357 that’s in the US plus one, or I’m on social media at Justin AM, or Robins rmvb ins.
Gregorio Uglioni 31:01
Thank you very much. And I encourage people to contact you to find way to contact you because you are sharing really a lot of interesting topics and you are a thought leader in the field, you can help a lot of companies grow and continue their transformation towards customer experience. Now we’re coming to the last question is Justin’s golden nugget. It’s something that we discussed or something new, you would leave to the audience.
Justin Robbins 31:26
Yeah, Greg, if I think about as a consultant, as a researcher, as somebody who’s done this for a long time, the number one reason why businesses fail to deliver great customer experiences is because they don’t do the little things right, consistently. That’s it, it’s not sexy. It’s not because they didn’t use AI or because right, it’s, they aren’t consistent in the little moments. And this is something we alluded to a little bit but my golden nugget is get really, really good about understanding those little moments, understanding the promises that you’re breaking or keeping and having a focus effort one at a time of saying, Hey, how can we be one promise better today than we were yesterday, and a brand’s genuinely focused and thought in that way, I think we will see significant and sustainable improvement to customer experience at large.
Gregorio Uglioni 32:23
Thank you very much. The only thing that I can say is it was really a big pleasure to have you on the CX colicky people podcast. Thank you very much, Justin for your time.
Justin Robbins 32:32
Awesome. Thank you, Greg. Glad to be here.
Gregorio Uglioni 32:34
Justin, please stay with me to the audience is everything. Thank you very much. We love feedback. So therefore feel free to contact Justin or to contact me for any questions related to this episode. Thank you very much. And bye bye. If you enjoyed this episode, please share the word of mouth. Subscribe it, share it until the next episode. Please don’t forget, we are not in a b2b or b2c business. You’re in a human to human environment. Thank you
⚽️⭐️⭐️⭐️⭐️⭐️ The CX Goalkeeper Podcast ⭐️⭐️⭐️⭐️⭐️⚽️
👍 Do you like it?
Please tell 3 friends, colleagues or family members about the CX Goalkeeper Podcast. Only with your support I can continue share amazing discussions!
PLEASE 🙏 don’t forget to ✅ follow my podcast
- Please rate it (Spotify) & review it (Apple Podcast)
THANK YOU – Your feedback is always welcome, please DM me!
Create amazing audios and videos with Headliner, please use this referral link
Need help taking notes and transcribing audio? Get Otter with 1-month FREE Pro Lite by signing up here. Please use my referral link:
How to create a new webpage? it’s super easy with WordPress! Please use my referral link:
Leverage the power of StreamYard – to stream you discussion on all social media including LinkedIn
THANK YOU SO MUCH! STAY TUNED FOR THE NEXT EPISODE!
THE CX GOALKEEPER 