Adam and Jeannie have talked about customer experience for a long time, but now they have something very new to cover – customer experience as it applies to journalism. They’ll discuss that with Alison Lichtenstein, a long-term employee of Dow Jones, who currently leads the global Customer Experience Design team. Her team works on end-to-end customer experience for both consumer and B2B products like The Wall Street Journal and Factiva.

Before this role, she worked on acquiring and retaining customers at Dow Jones and advertising agencies Razorfish and Starcom. She graduated from S.I. Newhouse School of Public Communications at Syracuse University. All in all, Alison is a customer-obsessed executive who focuses on creating seamless customer journeys and customer advocacy.

“Something moves in the paper, and our agents don’t know; it 100% bleeds out to the customer.”

– Alison Lichtenstein

Alison has a lot of exciting advice to give to all types of leaders looking to improve their companies’ customer experience. She particularly has a bit of advice for leaders of companies that haven’t had customers in the past but suddenly need to change to a more customer-centric model. All in all, a lot of interesting information awaits you in this episode, so make sure you tune in.

“We always see ourselves as cheerleaders for the customers as much as possible.”

– Alison Lichtenstein

In this episode, you’ll learn:

  • What Alison does at Dow Jones and how she improves customer experience
  • How Alison chooses trusted news sources and which ones have helped her
  • How is employee experience related to customer experience in media
  • What are the constraints of delivering an outstanding experience
  • How Alison gets big brands to become customer-centric

Connect with Alison

Listen To This Episode

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