Steven Carleton | USA

Steven Carleton | USA

Title: Founder & President

Company: CustomerMatters LLC

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From Knowing to Doing: How to make the leap from understanding your customer to delivering a great experience.


Many of you have likely committed your company to some sort of Customer Experience effort. Some of you are just beginning, some may have a created a Customer Experience strategy, while others may be implementing their plans. Regardless of where you are in the journey, you’ve likely come across some roadblocks that are hampering your efforts.


Those roadblocks probably involve people – in your company. I refer to them as the ‘Resistors.’ Why is this relevant? If your own employees don’t care about great Customer Experience, how can they possibly do what is necessary to deliver

one? Why do they resist? And, how do we persuade them to believe, act, and engage in a way that makes our customers come back for more? In this presentation, I’ll show you some tricks to help get your team engaged, motivated, and capable of delivering world-class Customer Experience as well as:

  • The importance of shifting employee beliefs from Customer Experience as an ‘extra job’ to Customer Experience as a ‘day job’
  • How to do it? The magic of storytelling and its emotional impact is key
  • The trick to getting colleagues engaged … use their ‘real world’ experiences as a customer
  • Two real examples of how I engaged skeptical colleagues and converted them into advocates and leaders for Customer Experience efforts

About the speaker

Steven spent the last 15+ years in Silicon Valley building and leading teams at eBay, Apple, Genentech, and Sun Microsystems. 

Prior to his corporate career he flew rescue helicopters and ran flight operations for the Pacific area in the US Coast Guard. He has deep experience in the operational excellence domain, and though he loves that work, his passion is Customer Experience (CX). After leaving eBay, Steven started CustomerMatters, a CX consultancy. 

His unique offering marries the ability to not only assess and diagnose a client's CX state and desires with a 'roll up the sleeves' operational experience that helps clients execute their CX strategies.