Kissing a Cactus

Kissing a Cactus

Kissing a Cactus is a podcast about listening to the voice of your customer to improve the customer experience. In this podcast, CX professionals share their insights that will help you work towards long-term sustainable customer relationships. #CustomerExperience #CX #VoiceoftheCustomer #VoC #ListeningMindset #ListeningLeadership

A Cure for Corporate Deafness - 7 Steps to Closed-Loop Feedback
February 15, 2021
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00:14:5313.78 MB

A Cure for Corporate Deafness - 7 Steps to Closed-Loop Feedback

This episode of Kissing a Cactus is about what I like to call ‘corporate deafness,’ and its harmful consequences. The customer’s pain remains unresolved and is even increased because feedback is not listened to; customer pain cannot be mitigated if an organization is unaware that the customer is ex...

How Your CX Listening Mindset Can Make This World a Better Place
February 07, 2021
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00:10:2314.27 MB

How Your CX Listening Mindset Can Make This World a Better Place

As a customer experience professional, you are a connector by nature. You connect your organization, your brand with its customers. You act from a listening mindset: the willingness to listen, even if what you are going to hear might not match your ideas, your values, and beliefs. You know that what...

How I discovered the power of listening
January 19, 2021
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00:12:2016.94 MB

How I discovered the power of listening

In this first episode of Kissing a Cactus, I share a personal story with you about how I discovered the power of listening. You will also learn what I mean by 'corporate deafness', and how brands can become listening brands.   A listening mindset will help teams become listening teams and it wi...