Customer Bliss

JUNE 6, 2018

Asking, how do we build a learning organization in a culture of continuous improvement? As the VP of CX and Loyalty at Hertz, similar to a few of my other previous podcast guests, when Eric was hired for the job, there wasn’t a clear job description for his work. Think about CX of the Future. Hire the Smile Behind the Resume.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

SurveySensum

JULY 27, 2023

Customized Product Recommendations Nike takes customized in-store experiences to a whole new level by tapping into customer feedback gathered through in-store surveys and its NikePlus loyalty program. The NikePlus loyalty program is a key pillar in delivering personalized experiences.

Retail 52

Retail Examples Feedback Customer Experience 52

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. How did he handle this? They hired a new Head of Recruiting and a new Head of Training & Development. #CX

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143