Delivering a Customer Experience
Did you know there is a difference between customer service and customer experience (CX)? Our podcast guest, Crystal D’Cunha, CLC, CPS, Chief Experience Officer, The Inside View Inc. shares the difference with our listeners.
“80% of CEO’s believe they deliver an outstanding Customer Experience, yet only 8% of their customers agree.”
Do you want to deliver a customer experience, like Apple or Disney? Crystal walks us through the process of how to “wow” your customers every step of the way from the moment they first meet you or your company by designing the process from the inside out.
Crystal D’Cunha Bio
The INSIDE View’s Chief Experience Ofﬁcer, Crystal D’Cunha is an innovative Customer Experience Engineer. Her purpose and passion is to IGNITE leadership teams to inspire excellence, EXCITE Employees to be consistently committed, and DELIGHT Customers to be loyal for life! Crystal spent nearly two decades in the corporate world leading sales forces valued more than $50 million. As an award-winning entrepreneur, accomplished Senior Executive, and Customer Experience Expert with more than 22 years of success in the retail, construction, non-proﬁt, and e-commerce industries, Crystal can invigorate any business. Through Exploration, Experimentation and Examination Crystal designed The INSIDE View’s Signature Sales System: the 7 steps to Customer Experience Excellence (CXE)! Crystal was honoured with the 2016 “40 Under 40” business achievement Award and was nominated in 2016 and 2017 for the Women in Business awards. Humbly winning dozens of Sales Leadership Awards, she set new standards during her 13-year tenure with Danier Leather as a National Trainer. In 2012, Crystal lead a sales team to achieve the Avid Ratings Award, where Mountainview Homes was recognized to be among the top 25% of builders nationwide for customer experience. It was a proud moment in her career when over 93% of their homebuyers said they would recommend Mountainview Homes to family and friends. Using innovative tools to engage her team of sales professional, and maximize sales opportunities, Crystal lead Mountainview homes to be the number one home builder in the Niagara region by achieving a 120% increase in sales in 2015. Crystal attended York University and Brock University for Business Communications. She is a Certiﬁed International Keynote speaker and leadership coach with the John Maxwell, a human behaviour specialist trained by Tony Robbins, and an “experience” engineer trained by the Disney Institute, just to name a few. Crystal contributes to her industry by engaging as a board member for the Greater Niagara Chamber of Commerce. Crystal also sits on the board of Customer Experience Week Canada. As proud football mom, her son and she enjoy making a committed contribution to the YWCA of Niagara and to the community in which they live.
7 Steps to Customer Experience – A complimentary lunch and learn workshop (you host the lunch, Crystal offers the workshop) Booking for this complimentary special is good until the end of day, Monday, June 4th). This workshop is also available via live webinar for those outside the GTA area of Canada. Contact Crystal directly to book at:
The Fabulous Fempreneurship podcasts are brought to you by the founder of the Fabulous Fempreneurship community, Elaine Slatter. Elaine is the owner of XL Consulting Group, a small business advisory company, specializing in all aspects of marketing, including strategy, website design, and social media.