Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal level, plus explores what it takes to build trust and deliver a great customer experience during a crisis.

Resources mentioned:

• Amazing Business Radio (podcast), by Shep Hyken
• It’s all about CEX! (book), by Jason Bradshaw

Key takeaways (starts at 33:17):

1. Documenting the principles that describe a great experience in your team.
2. Celebrate when employees go above and beyond.
3. When it gets harder, celebrate harder.
4. Just act to implement a better experience.