Face Forward

Michael started his marketing career in the US working with brands like GE, Harley Davidson, American Airlines and FAO Schwarz.  He founded Dialogue Group in 1990 and, 12 months ago, with a renewed focus on his customer experience roots, transitioned Dialogue into The CX Company. The CX Company runs an annual customer experience survey and works with Irish-based companies to improve their own levels of customer service. For more - and to download their CX reports - go to www.thecxcompany.com. Show Notes: 1.45 – Michael’s career, GE, Harley-Davison and FAO Schwartz – 2.16 – Dialogue and the evolution into customer experience (CX) – 3.50 – 2017 results and what differentiates top from the bottom – 7.10 – The role of leaders in building CX culture (the CEO is key!) – 8.20 – ‘The customer is #1’ – a disconnect in organisations – 9.40 – Biggest blocker to excellent CX is politics – 12.40 - Geoff Bezos and the ‘customer’ chair in the boardroom – 13.30 – Richard Branson’s ‘staff first, not the customer’ – 19.10 - Re