Learning to Fly featuring Jeff Sheehan

Customer Experience initiatives can often feel like we’re doing something as complicated as learning to fly. Tom Petty’s 1991 hit was inspired by a quote from a pilot who said that the hardest part was coming down. That safe landing is ultimately the return you’re looking for when you’re flying.It’s a fairly simple way to measure success.

For Customer Experience initiatives, measuring success can be more complicated. But that doesn’t mean you can’t do it and do it well. Former Army Aviator turned CX Consultant, Jeff Sheehan, has some advice for getting ROI out of your CX initiatives and it starts with listening to what customers are telling you every day.

We discuss:

• Similarities between the military and contact centers
• Limitations of surveys when developing CX initiatives
• The Value-Irritant Methodology for improving CX
• Finding the right balance in digital transformation

Connect with Jeff on LinkedIn

CX JS Consulting

Music courtesy of Big Red Horse