Interviews with CX Experts

Driving a Customer Experience Culture Change – Interview with Ingrid Lindberg, Chief Customer Experience Officer, Prime Therapeutics

January 22, 2014/3 Comments/in CX Program Strategy, Interviews with CX Experts, Minneapolis CX, Voice of the Customer /by Jim Tincher

This is the sixth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy for the coming year. You can see all of the interviews here:

Overview

Prime Therapeutics (Prime) manages pharmacy benefits for health plans, employers, and government programs including Medicare and Medicaid. Prime is collectively owned by 13 Blue Cross and Blue Shield Plans, subsidiaries or affiliates of those plans, and Ingrid is the chief customer experience officer, a role she took in 2012 after serving as the customer experience officer at CIGNA.

Defining Customer Experience

“Customer experience is the sum of all interactions a company has with its customers. From who you are as a firm, to your mission, value and purpose, all the way through to how you price your products. It’s about what you bring to the market, and how you talk about yourself, whether in the public relations world or how you answer the phone. It’s the sum of everything you do.” Read more

Customer Experience is a Partnership – Interview with Robin Schribman, VP of Customer Insight and Customer Experience, Thomson Reuters

January 21, 2014/0 Comments/in CX Program Strategy, Interviews with CX Experts, Minneapolis CX, Voice of the Customer /by Jim Tincher

This is the fifth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy for the coming year. In this article, we catch up with Robin Schribman, VP of Customer Insight and Customer Experience at Thomson Reuters.

You can see all of the interviews here:

Overview

Thomson Reuters is a global B2B information, software and news company, with customer experience roles within each of their professional business units. Robin’s role, in the Global Brand Marketing Group is to focus on customer experience and insight that includes content creation, guidelines and integration efforts. She has specific responsibilities for customer insight in the financial and risk business. Read more

Creating a great customer experience for agents AND consumers – an interview with Lisa Hoene, VP of Brand and Marketing Services, Allianz Life

January 20, 2014/1 Comment/in CX Program Strategy, Employee Experience, Interviews with CX Experts, Minneapolis CX, Voice of the Customer /by Jim Tincher

This is the fourth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy for the coming year. In this article, we catch up with Lisa Hoene, the VP of Brand and Marketing Services for Allianz Life. You can see all of the interviews here:

Overview

Allianz Life Insurance Company of North America (Allianz Life) helps Americans achieve their retirement income and protection goals with a variety of annuities and life insurance products sold through independent financial professionals. As a leading provider of fixed index annuities, Allianz Life is part of Allianz SE, a global leader in the financial services industry. Read more

Serving Diverse Customers – an Interview with Ghita Worcester, Senior Vice-President of Public Affairs and Marketing, UCare

January 16, 2014/3 Comments/in CX Program Strategy, Interviews with CX Experts, Minneapolis CX, Voice of the Customer /by Jim Tincher

This is the second in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy for the coming year. You can see all of the interviews here:

Overview

Imagine leading a customer experience program serving a very diverse population that speaks dozens of languages, has many members new to this country, and many on medical assistance, struggling to raise a family without a stable home. And you’re doing this as a non-profit. That’s the challenge UCare faced when they began formalizing their customer experience program in 2013.

UCare is a health plan primarily serving members through government programs, such as Medicare, Medicaid and other government assistance programs. Ghita Worcester is the Senior Vice President of Public Affairs and Marketing at UCare, one of two executive sponsors of their customer experience program.

Creating a Customer Experience Capability – Interview with Mara Bain, Chief Experience Officer, Western National Insurance

January 15, 2014/2 Comments/in CX Program Strategy, Interviews with CX Experts, Minneapolis CX /by Jim Tincher

This is the second in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy for the coming year. You can see all of the interviews here:

Overview

The Western National Insurance Group is a 500-person private company that offers property and casualty insurance. Mara is the company’s Chief Experience Officer, a role she began mid-year. Mara came to Customer Experience through an unusual route, having previously served as their Controller. She has hit the ground running, however, working with teams from throughout the company to create a Customer Experience framework, and launching programs to help further improve an experience that already has many strengths.

Defining Customer Experience

“We have three customer segments. First are our independent agencies. We recognize that many key policyholder touch points are controlled by our agents. By optimizing our agents’ experience with us, we are positively impacting the service they provide our ultimate customer. Next is our ultimate policyholder, which can be either an individual or a business. Finally, we have our employees as customers.” The employee was unique. While most customer experience programs recognize the employee as a key stakeholder, it is unusual to include them as actual customers.

Setting the Customer Experience Stage – Interview with Dave Kirsch, CEO of Shipper’s Supply

January 13, 2014/1 Comment/in CX Program Strategy, Interviews with CX Experts, Minneapolis CX /by Jim Tincher

We’re starting off 2014 with the interview series Aiming for the Hearts of their Customers. These interviews showcase the current state and 2014 plans for seven customer experience leaders in Minnesota. You can see all of the interviews here:

Overview

Shipper’s Supply is an 85-year-old distributor of everything a manufacturer needs to create a great impression, from the actual shipping supply to the automation equipment needed to package products.

This is the first in the series Aiming for the Hearts of their Customers. I chose Shipper’s Supply to begin the series because they are in the very beginning of their customer experience journey, and serve as a great case study of this phase. CEO Dave Kirsch shared the history behind their approach and how they are beginning their focus.

Building Customer Intelligence

Aiming for the Hearts of their Customers

January 13, 2014/0 Comments/in CX Program Strategy, Interviews with CX Experts, Minneapolis CX, Voice of the Customer /by Jim Tincher

Welcome to the new year! To kick things off, I have been fortunate to interview a number of Minnesota customer experience leaders on their plans for next year. Seven have agreed to have their interviews published over the next two weeks. The list includes two CEOs, two VPs with responsibilities that include customer experience, and three who are specifically tasked with running customer experience in their companies. The list includes:

Dave Kirsch, CEO, Shipper’s Supply

Mara Bain, Chief Experience Officer, Western National Insurance

Ghita Worcester, Senior VP of Public Affairs and Marketing, UCare

Lisa Hoene, VP of Brand and Marketing Services, Allianz

Robin Schribman, Vice President, Customer Insight and Customer Experience, Thomson Reuters

Ingrid Lindberg, Chief Customer Officer at Prime Therapeutics

Rhoda Olsen, CEO of Great Clips

Look for their interviews over the next two weeks.

Customer Intelligence: Bring Your Customers to Life for Your Employees

October 9, 2013/2 Comments/in CX Program Strategy, Interviews with CX Experts, Voice of the Customer /by Jim Tincher

I once met with a VP of Sales for a Fortune 25 company who argued, “We don’t need to learn about our customers. We just need to execute the plan.” It’s no surprise that, while they were the market leader, they also had the highest percentages of customers who closed accounts each year. As a result the company’s revenues were growing slower than the rest of the market.

It’s easy to get caught up in executing the plan. We’re busy and taking the time to learn about customers cuts into our “productivity.” But if you don’t take that time, how do you know you’re doing the right thing?

A Case Study in Loyalty: The Cabela’s CLUB

March 21, 2013/3 Comments/in CX Program Strategy, Interviews with CX Experts, Voice of the Customer /by Jim Tincher

How do you create a world-class customer loyalty program? Focus less on providing best-in-class benefits and more on creating a great customer experience. That’s the advice of Sean Baker, the incoming CEO of Cabela’s World’s Foremost Bank and leader of the Cabela’s CLUB program.

I interviewed Sean to learn more about Cabela’s CLUB and its critical role in driving their customer experience. The lessons certainly apply to retailers as a class, but also have something to teach anybody wanting to create better relationships with customers.

CLUB Components

First, a quick background on the program. The Cabela’s CLUB is a loyalty program paired with a Visa card. It began as a partnership with a small regional bank as a way to give their best customers free gear, but in 2001 Cabela’s brought the program in-house. They are now one of only two retailers who entirely own their own bank to run their loyalty program (Nordstrom’s is the other). Read more

Case Study: Personal Customer Connections + Employee Empowerment = a Great Customer-Inspired Experience at Davanni’s

August 1, 2012/0 Comments/in CX Program Strategy, Employee Experience, Interviews with CX Experts, Minneapolis CX /by Jim Tincher

“We pretty much let our employees and customers decide what’s on our menu.”

That’s a great example of the philosophy that has led to long-term success at Davanni’s, a Twin Cities pizza and hoagy restaurant. While their local focus and fun atmosphere are definitely part of the mix, it is the extreme efforts to keep fresh with customers and employees that really drive their results.

Davanni’s has 21 locations throughout the Twin Cities. They have been in business for 37 years, featuring family-friendly food on the lower end of the cost spectrum. I originally asked to interview them about their experience with Coke’s new soda machine. But I ended up discovering the best example I’ve found of a company trusting their strategies to their customers and front-line employees. This story is a great example for any industry. Read more