About the guest
Craig Antonucci is Chief Experience Officer at Autocar. He brings 25 years of experience in building businesses large and small. He’s well-versed in all functions of an organization and able to create, build, lead and manage and flourish in any complex team structure. He has a proven record of helping organizations grow as much as 1000%. He joined Autocar after spending 12 years at BPA Quality, where he designed customer experiences for many leading global companies.
*”Pay attention to the details of what it is that your customer wants out of their experience. Because if you don’t, then they’re gonna notice it and you’re gonna miss out.”
*”There’s an art of positioning yourself to help your customer understand the important things and not focus on the things that aren’t really important.”
*”I’m also a musician. And there’s no better feeling than having a great crowd. When you’re playing and you have a bad crowd, it can drain you really quick. So you have to find those places where you can trade that energy with other people. That’s a core principle of customer experience too, is how do you tap into that energy of the customer and turn it into a positive thing.”
*”A CX leader needs to know how to sell, whether you’re a good salesperson or not. You have to know basic sales. You know the basics of communicating with people effectively, getting your message in short and quick, following up with them, paying attention to the verbal and body cues, and just everything that goes along with sales. If you don’t have those skills, you’re not gonna be a good CX leader.“
*”How many times have you found yourself in a meeting thinking about a deadline for another client that you have? That’s just a terrible way to live as a person, but you’re not gonna be very successful as a leader because if you’re not focused in the moment, people are gonna pick up on it. And customers notice that too. They wanna feel important, they wanna feel like you’re giving them every bit of attention that you would at that point in time.”