EPISODE 7

The Heart Behind CX: 35-Year Leadership Legacy

In this enlightening episode, join us as we explore the remarkable 35-year career journey of Shellie Dow, a visionary leader who shaped the future of customer service at Nintendo and left an indelible mark on the industry. Discover the pivotal moments, leadership philosophies, and the power of data-driven decision-making that propelled her from a temporary call center role to a respected vice president of operations.

This conversation dives deep into the essence of authentic leadership, the importance of empathy, and the art of empowering teams to leverage their strengths for collective success. Whether you're a seasoned executive or just starting your career, this episode offers invaluable insights into navigating career transitions, embracing your true leadership style, and the transformative impact of putting the customer at the heart of everything you do.

Shellie Dow

Shellie Dow recently retired after a 35-year career at Nintendo of America. While at Nintendo, Shellie was the Vice President of Operation Services, Support, and Stores at Nintendo of America.

Shellie’s passion was to define and deliver experiences that brought big smiles to customers' faces. By leading three teams that tested, sold, and supported Nintendo products, she was uniquely positioned to drive the best customer experiences. She led the software testing team, which ensured Nintendo’s software was high quality and delivered “WOW’ gameplay. She led the eCommerce and New York Store teams to create memorable fan experiences.

Additionally, she led the after-sale support teams, where customer frowns were quickly turned back into smiles. Since retiring, Shellie is pursuing her passion of coaching and consulting with a focus on health optimization, therapeutic fasting, and integrative bio-hacking solutions.

Chad McDaniel
President
Execs In The Know

Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner. Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.

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