102: How to Have a Customer Experience Mindset with Susan Wolfgang

In this episode, I’m talking with Susan Wolfgang about why it is important to have a customer experience mindset regardless of the position your hold at your company. Customer experience is sometimes misunderstood, and Susan gives us a master class on the subject.
If you have one take away from this episode, it should be ‘does your customer have a seat at the table?’
 
In the episode, we talk about the important of understanding the full process. You might learn more from Episode 11 where I covered this topic in more detail:
Episode 11: System vs Process
 
If you want to hear more episodes about Customer Experience, check out our Customer Experience Curriculum.

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What You'll Learn in this Episode:

• What is Customer Experience and why it is important
• Why customer loyalty is important
• How customers look at your company
• How you can have a customer mindset in any role
• Why it is important to think through the entire system before making policy or process changes