Today’s interview is with Sydney Brouwer, a customer experience speaker, author and masterclass leader. However, this one is a little different as this time Sydney turns the tables and interviews me for his podcast. We had a great conversation so I thought I would share it with you nice folks over here 🙂

Sydney and I talk about the state of customer experience, Punk CX, what it means to be a punk and what we should be thinking about when it comes to improving customer experience.

You can find the original discussion and Sydney’s podcast here.

This interview follows on from my recent interview – How anarchy and Emma Goldman inspires one of the coolest companies in America – Interview with Ari Weinzweig of Zingermans – and is number 337 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Here’s the highlights from my chat with Sydney:

• Punk CX is a manifesto.
• Anybody can have a go at daring to be or doing something different.
• People will travel and pay for great service and experience both physically and digitally.
• Choosing not to do things is sometimes much, much harder than choosing to do things.
• It’s OK for companies to say we are not for everyone but everyone is welcome here.
• Customer experience is more than f***ing metrics!
• I truly believe that to serve and to deliver great service is both a privilege and an honour.
• It matters to the people that you’re working with and to those that you’re serving and there’s joy and grace and art in it.
• Punk CX is about daring to try and do something different. It’s about taking risks, trying new things and to be willing to try things that might not work.
• It’s an attitude and a mindset that says that average or normal is just not good enough. And, if we want to truly serve then we have to be willing to go do that extra thing.
• The real risk is that if customer experience doesn’t start to make some material differences to businesses in the next 18 to 24 months then we may see CX in danger of being put in the too hard to do column.
• It’ll go exactly the same way as the CRM industry did about 25 years ago….over promise and under deliver. It also took them a long tome to dig themselves out of that hole.
  

About Sydney

Sydney Brouwer is an expert and highly sought-after speaker in the field of customer experience and customer-centric organizations. Sydney is author of the book Customer-Centric Leadership, a Dutch bestseller. Over the past years, he has analyzed customer-centric companies and their leaders. He is founder and board member of CX Circle, a Dutch networking organization for customer experience professionals.

Say Hi to Sydney on Twitter @sydneybrower and connect with him on LinkedIn here.

Image by InspiredImages from Pixabay