Customer Experience Episodes

A new CEO once told three thousand employees they had no clue how to sell — they were a bunch of traders. Michael Skriver was in that room, and his verdict years later is that the guy was right.
But the line that stuck was what came next: you say you're customer-centric and you actually care about it, and I want to see that in your decisions, else it's just a slogan.
That's the test this episode runs. Michael Skriver started in finance and IT before moving into sales, and he's spent his career leading complex B2B organizations across Europe and Asia. He and Lee Levitt work through what customer centricity looks like when it's an operating decision rather than a value on a wall — letting the technical seller run discovery because everyone knows the person in the tie is dangerous, especially if the title is long. Executive sponsors who put their own credibility at stake instead of approving account plans from a desk. KPIs that measure when a shipment left your factory instead of wheth…