Episode released on: October 9., 2023
The Experiences of a CX Legend with Peter Pirner – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
In this riveting episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with a stalwart of the Customer Experience (CX) realm, Peter Pirner. Renowned for his extensive expertise and contributions to the field, Peter brings a treasure trove of insights to the table. With a rich legacy rooted in business administration, CX advisory, and notable speaking engagements, Peter has honed a unique perspective that melds theory with practicality.
As they traverse through the fascinating narrative of Peter’s personal encounters with various businesses, the episode unveils the stark contrasts between exemplary and sub-par service processes. From navigating a troublesome interaction with Dyson to extolling the customer-centric ethos of Amazon, this dialogue sheds light on the pivotal role well-designed service processes play in nurturing customer satisfaction.
One of the episode’s highlights is Peter’s emphasis on the quintessential role of listening in Customer Experience Management. His mantra resonates loud and clear: the first step towards crafting memorable customer experiences is through attentive listening.
This conversation is more than just a journey through the pragmatic facets of CX; it’s a deep dive into the heart of human interactions that form the cornerstone of customer relationships. As you tune in to this episode, prepare to traverse a narrative rich with learnings, reflections, and the seasoned insights of a true CX legend, Peter Pirner.
About today’s guest:
Peter Pirner is a seasoned Customer Experience Management expert, whose profound knowledge and pragmatic approach to fostering customer satisfaction have made him a sought-after authority in the field. With a rich background in steering organizations towards customer-centric practices, Peter has a knack for simplifying complex CX concepts into actionable strategies. His emphasis on active listening and mutual respect between companies and their clientele, along with his advocacy for empowering employees to enhance customer interactions, brings a fresh and impactful perspective to the CX discourse. Through his experience, Peter articulates a clear vision on how businesses can evolve their service delivery to meet and exceed customer expectations, making him an invaluable voice in the realm of Customer Experience Management.
“Successful Customer Experience Management always starts with listening. Listen to the customer, you’re listening in a one on one, you listen to your customer in a feedback system, you listen, you try to understand where does it come from before you offer something. So if you cannot create great customer experiences if you don’t start with listening.”
Peter Pirner
“We always talk about what does a company need to do in order to make their clients happy. The reality is sometimes also the clients need to do something in order to allow a company’s clients employees to make them happy. This is true in b2b, this is true in b2c, this is join in hospitality in whatever, in any service industry business, it was also joined research.”
Peter Pirner
“The biggest effect was that an agent could buy could then decide up to 100 Euro, completely honest decision, how he wants to compensate the client…And even if if everybody would always have given the 100 euro, which did not happen, then it would still be cheaper than having various escalation processes, because it’s a very, very simple calculation.”
Peter Pirner
“If you want to make great experiences, you need to give something also to the people who create these experiences. Service is always a two-way interaction. If you’re an asshole, they treat you like an asshole. And if you’re nice to people, typically most of the people really treat you very nice.”
Peter Pirner
“In terms of service, I’m still amazed after all these years by Amazon. Because when they promised something, if its delivery date, or if it’s whatever it is, they always keep their promise. And if something goes wrong, they solve the problem without big argument, big augmentations they just solve the thing.”
Peter Pirner
Chapters:
00:00 – Start
00:00 – Introduction by Gregorio Uglioni
00:35 – Guest Introduction: Peter Pirner
03:19 – Peter Pirner’s Background and Journey
04:10 – Discussing Peter’s Podcast: CX-Talks
07:29 – Sharing Positive Customer Experience in Hospitality
11:35 – Exploring a Negative Experience with Dyson
16:34 – Amazon’s Customer Service Excellence
20:44 – The Importance of Empowerment in Customer Service
25:12 – Discussing Customer Feedback and Reviews
27:47 – Future of CX Discussions
29:03 – How to Connect with Peter Pirner
30:21 – Peter’s Golden Nugget: The Importance of Listening
31:09 – Closing Remarks
Contact Details:
Golden Nuggets:
“Being able to listen to your customers is paramount. However, understanding what they are saying is the key to unlocking exceptional customer experiences.”
Peter Pirner
Summary of the Episode:
In the latest episode of the CX Goalkeeper Podcast, we had the privilege of hosting Peter Pirner, a legend in the realm of Customer Experience (CX). Here’s a summarized insight into the engaging discussion that spanned from Peter’s early days in CX to his golden nugget of wisdom for CX professionals.
Journey into Customer Experience:
Peter shared about his initial journey into the CX domain, emphasizing the transformative moment when he realized the importance of customer-centricity in business success. He reminisced, “I realized early on that understanding the customer’s needs is the cornerstone of creating positive experiences.”
The Evolution of Customer Experience:
Peter touched on the evolution of CX over the years. He noted the shift from a transactional to a relational approach, highlighting the changing dynamics in how businesses perceive and engage with customers. “The approach has shifted from merely transactional interactions to building enduring relationships,” Peter noted.
Challenges in CX:
Discussing the challenges in the CX landscape, Peter highlighted the importance of overcoming internal silos and ensuring a unified vision towards customer satisfaction. He stressed, “Breaking down internal silos is crucial for delivering a seamless customer experience.”
Technology and CX:
Peter and I delved into the role of technology in enhancing CX. He lauded the advancements in data analytics and AI, which have equipped organizations with deeper insights into customer behaviors and preferences. “Technology has bridged the gap, enabling a more personalized interaction with customers,” he said.
The Importance of Employee Engagement:
We discussed the pivotal role of employee engagement in delivering superior CX. Peter shared, “Engaged employees are the backbone of exceptional customer service. They are the ones who interact with customers daily and have the power to make or break the customer experience.”
Customer Feedback:
Peter emphasized the significance of customer feedback in continual improvement. He noted, “Receiving and acting upon customer feedback is integral for staying relevant and improving the customer journey.”
Peter’s Golden Nugget:
Toward the end, Peter shared his golden nugget of wisdom for CX professionals: “Successful Customer Experience Management always starts with listening. Listen to the customer… you cannot create great customer experiences if you don’t start with listening.”
This enlightening conversation with Peter Pirner provided a wealth of insights and practical advice for anyone in the CX field. His emphasis on listening, breaking down silos, and engaging employees are timeless pieces of advice that resonate with the core principles of delivering exceptional customer experiences.
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Keywords:
Customer Experience, CX, Leadership, Transformation, Journey Mapping, Customer Feedback, Metrics, NPS, Emotional Connection, Customer Centricity, Touchpoints, Employee Engagement, Customer Satisfaction, Service Design, Innovation, Digital Transformation, Customer Retention, Customer Loyalty, Business Growth, Operational Excellence, Strategy, Culture Change, Stakeholder Engagement, Continuous Improvement, Customer Advocacy, Experience Design, Customer Insight, Performance Measurement, Organizational Change, Process Improvement, Value Proposition, Customer Expectation, Brand Promise, Customer Relationship, Business Objectives, Customer Focus, Data Analysis, Voice of Customer, Customer Lifetime Value, Business Impact, Decision Making, Customer Interaction, Performance Metrics, Change Management, Customer-centric Culture, Experience Management, Customer-driven, Customer Service.
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