We highlight the businesses and people who know what it takes to deliver exceptional customer experiences. These are their stories. These are their tactics. These are their secrets.
Show Guest: Samara Toole, CMO of California Closets About Samara: She was brought on as a CMO to manage the brand and customer acquisition strategies and in this role she oversees customer marketing, creative, and content development to fuel the website, showroom, sales & training at California Closets. In this current time, she is focused on the customer more than ever and driving tactics like free virtual design consultations to continue to support customers from the comfort of their homes.
#27 Kelsey Stuart, CEO of Bloomin' Blinds by Dispatch
#26 Mark Kovich, CEO of Essential Cabinet Group by Dispatch
We’re thrilled today to welcome Tauris McBride, the CEO and Founder of HVAC Tutor - a modern way of training HVAC contractors about new practices, policies, and methods. HVAC Tutor - which you can find at tauristech.org - specializes in New York City Refrigeration License Exam Preparation, and New York City refrigeration operating engineer courses that go into heat, pressure, evaporators, compressors, and many other important areas in HVAC. The course is broken up into 3 sections, ending with a written and practical test prep at the end and Tauris has taught hundreds of HVAC professionals all the way from Fortune 500 companies, to individual technicians - Tauris Mcbride, how are you doing? In today’s episode, Dispatch CEO, Avi Goldberg sits down with Tauris and talks about one of the biggest concerns in today’s service industry - the ever-expanding knowledge gap. In our conversation, we cover: - What is the knowledge gap? - Why does the knowledge gap matter? - Why is the knowledge gap growing in size? - What will help close the knowledge gap? - How will real-world education help close the knowledge gap? - How will technology help close the knowledge gap? Please share your episode feedback Want to be featured in an episode? Send Todd Stewart at note at Todd@dispatch.me. We appreciate it if you would share the podcast with your coworkers | Subscribe to our podcast on iTunes, Soundcloud, and Google Play | Follow us at Dispatch and Todd Stewart
We’re here today to talk with Bill Pollock about field service, machine learning, artificial intelligence, customer experience, 2018 trends, and everything field service enterprises should be aware of this year. Bill Pollock is President & Principal Consulting Analyst at Strategies For Growth, the independent research analyst and consulting firm he founded in 1992. Previously, Bill served as President & Chief Research Officer at The Service Council (2011 – 2013); Vice President and Principal Analyst, heading up Aberdeen Group’s Service Management Practice (2008 – 2010); and Managing Analyst, Services Industry at Gartner (1995 – 2001). He has published more than 300 articles in services trade journals including Field Technologies and Field Service Logistics, among many others. In our conversation, we cover: – What is so promising about machine learning and artificial intelligence? – What do enterprises need to do to avoid potential machine learning and artificial intelligence hurdles? – What should CTOs and CIOs evaluate if they’re ready for this type of technology. Essentially, what is the checklist they should work through? Please share your episode feedback Want to be featured in an episode? Send Todd Stewart at note at Todd@dispatch.me. We appreciate it if you would share the podcast with your coworkers | Subscribe to our podcast on iTunes, Soundcloud, and Google Play | Follow us at Dispatch and Todd Stewart
Because of the complex franchise model, there is little to no visibility into the performance of the franchise network. From our research, many franchises face these same three challenges: - Inconsistent brand and customer experiences - Disparate technology solutions - A frequent disconnect between the franchisor, the franchisee, and the customer. However, every once in a while you find a franchise that has jumped these hurdles. In this episode, we sat down with Richard Sparacio, Melissa Homer, and Madeleine Park of MaidPro to learn how they were able to overcome this. Additional topics include: - Advice for scaling customer experience. - Metrics that affect the customer experience. - How to standardize customer experience in a complex franchise. - The technology behind great customer experiences.
Today, we're sitting down with Michael Blumberg (President & CEO of Blumberg Advisory Group) to discuss why digital transformation is the hot topic within the field service space. In our conversation, we talk about: - The typical barriers a company faces when trying to do digitize their business. - How enterprises can push the adoption of digital transformation within their organization. - What areas of field service will be improved by digital transformation. - How digital transformation directly impact customer experience in the field service space.
Today, we're sitting down with Donna Williams (VP of Customer Success) to review the proven customer experience strategy that Mendix uses. This strategy has helped them become the leader in Gartner’s 2017 Magic Quadrant for Enterprise High Productivity Application Platform as a Service. In today’s discussion we talk about: - Why "Time to Value" is the most important metric for successful customer experience. - What the 4p's of customer experience are and why they matter - How customer experience helped them lead the Gartner Magic Quadrant. - What has caused the recent rise in customer experience.
Today, we're sitting down with Justine Jordan (VP of Marketing) and Taylor Davis (Customer Support Manager) to learn how Litmus - the leading email testing platform - is connecting customer experience to their overall business strategy. In 2015 Justine was named "Email Marketing Thought Leader of the Year" by Direct Marketing Association and is argued as one of the leading experts in the field of email marketing. Taylor is the resident customer support guru who is creating impactful mindsets for how teams and organizations should approach, measure, and refine customer support. In today’s discussion we talk about: - Strategies that Litmus uses to get closer to their customers?. - Impactful customer experience lessons learned from other companies. - Resources used to help improve customer experience. - Common customer experience mindsets that are better suited as myths. - The aspect of running a business that is closely tied to customer experience.
Today, we're learning how Renee Cacchillo, the SVP of Customer, Brand, and Technology at Safelite Group thinks about and approaches customer experience. With more than 15 years of experience, Cacchillo’s background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. In today’s discussion we talk about: - How to make unmemorable experiences memorable. - How to measure customer experience with a W2 workforce. - How data is used to refine customer experience. - How Safelite AutoGlass always makes decisions with the customer in mind.
Today, we're learning how Jamie Smith, the Senior Vice President and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience. Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster's IT strategy, services and operations, and aggressively delivering innovative and transformational solutions to enhance the experience for customers, employees and franchise owners. Prior to joining ServiceMaster in 2014, Smith served as director of infrastructure and sales finance for Nissan North America, leading all infrastructure delivery for Nissan's Americas Region, and IT applications services for Nissan Motor Acceptance Corporation and Infiniti Financial Services. Before Nissan, he worked for IBM and PricewaterhouseCoopers as a consultant. ServiceMaster is a Fortune 1000 company that provides residential and commercial services. Brands operated by ServiceMaster include: - Terminix - American Home Shield - ServiceMaster Clean - ServiceMaster Restore - Merry Maids - AmeriSpec - Furniture Medic In today’s discussion we’ll cover a handful to fascinating topics: - How ServiceMaster measures customer feedback. - How they make behavior systematic - How they involve technology in creating memorable customer experiences
Company culture plays a large role in delivering memorable customer experiences. If everyone is bought into the mission, you'll have an easier time creating surprise and delight moments. Plus, it will be easier to stay close to the customer's needs and wants. In this episode, we're interviewing Nick Francis, the CEO of Help Scout, a help desk software with over 8,000 customers across 140 countries. We’re learning why Help Scout decided to have a remote culture and how that improve their customer experience, how that increased their customer retention, and what metrics were affected by this decision. Additional topics include: - What the connection is between remote workers, culture, and customer experience? - What are common customer experience mindsets that are better suited as myths? - Specific roadblocks that companies face when trying to achieve excellent customer experience?
Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experiences, and how their own customers actually view it. In this episode, we're interviewing Luke Williams, the head of Customer experience at Qualtrics, the powerful software that makes sophisticated research simple by empowering users to capture customer, product, brand & employee experience insights right in one place. Qualtrics is the world’s leading enterprise survey technology provider, serving over 8,500 enterprises worldwide, including 60% of the Fortune 100, and 99 of the top 100 business schools. Luke is an impressive guy. He authored a NYT best seller: The Wallet Allocation Rule: Winning the Battle for Share, and is known as a top 20 researcher by Survey magazine. In addition to the New York Times, he is a USA today best-selling author and is considered a top 10 author in leadership and management. Much of Luke’s research focuses on client satisfaction, client loyalty, ROI, strategy, and analytics. In this discussion, we cover a handful to fascinating topics: - Why Ikea wins with their customer experience. - How enterprises can close the experience gap. - What enterprises is the poster child of customer experience? - How can companies cross the chasm from bad to decent to good to great customer experience?
Where is the future of mobile going? Why do customers want to self-serve themselves? In this episode, we're interviewing Courtney Austermehle (https://www.linkedin.com/in/courtney-austermehle-590b388/), Vice President of Industry Marketing at Modo Labs (https://www.modolabs.com/) - the platform that empowers anyone to create workplace, university or hospital mobile apps, with no technical skills required. In today's episode, we'll discuss: 1. The future of mobile and what it means for customers and businesses. 2. Why customers want to increasingly self-serve themselves. 3. How companies can empower their customers to use their product in the right way. 4. How Modo Labs is working with General Electric and how customer experience made that deal go though. How to spread the love: Share the podcast with your coworkers | Subscribe (https://itunes.apple.com/us/podcast/in-the-know-a-dispatch-podcast/id1210044626?mt=2) | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
How do you create loyal customers? In this episode, we sat down with Lindsey Christensen, (https://www.linkedin.com/in/lindseychristensen), the head of marketing at TetraScience (http://www.tetrascience.com) - the Mission Control for Research and Development teams. In today’s discussion we cover a handful of fascinating topics: - Why she prioritizes her customer's personal and professional goals. - How she is empowering customers. - What the Lab of the Future is - We also cover topics on ABM, TetraScience KPIs, and successful marketing strategies. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
Is customer experience important in the on-demand economy? In this episode, we're interviewing Kurt Wilson (https://www.linkedin.com/in/kuwilson/), the director of customer care and central sales at Breather (https://breather.com/) - the network with over hundreds of workspaces, serving as a complement to the typical office. In today’s discussion we’ll cover a handful of fascinating topics: - The role customer experience plays in the on-demand economy. - The importance of feedback and how to collect the right data. - Why net promoter score is the most important KPI for any on-demand company. - We also cover topics on Zendesk, signals vs noise, and customer retention...among many other things. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
Has customer experience changed over time? In this episode, we're interviewing Ellie Mirman (https://twitter.com/ellieeille), the CMO at Crayon (https://www.crayon.co) - the market and competitive intelligence company that provides strategic insights and inspiration for marketers. Prior to Crayon, she was the VP of Marketing at Toast, where she built and led the marketing function across demand gen, content marketing, product marketing, branding, and customer advocacy. Previously, she held multiple marketing leadership positions at HubSpot during its growth from 100 customers to IPO. In today's episode, we'll discuss: 1. How HubSpot demonstrated their commitment to customer experience. 2. If customer experience means something different from industry to industry. 3. If the customer experience mindset has changed over the past decade. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
Have you ever considered hiring a customer to better improve your product? In this episode, we're interviewing Jeff Avallon(www.linkedin.com/in/jeffavallon), VP of Business Development at IdeaPaint (www.ideapaint.com) - a high-performing dry erase paint that provides people with the space to fully explore their big ideas. This revolutionary product is fundamentally improving the way people work, which is why we're thrilled to speak with Jeff. In today's episode, we'll explore how Jeff and his team have used the customer in three separate scenarios to create three separate products: 1. The IdeaPaint Magnetic Portfolio 2. The Bounce App 3. Their Mobile Product Line How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
For this episode, we're talking all things customer experience with Kristen Craft, VP of Marketing and Business Development at Ovia Health - the leading maternity benefits program. Kristen has over a decade of experience working for companies like Kaplan, The Parthenon Group, Transparent Language, Wistia, and now Ovia Health. Kristen received her BA from Brown, her Masters in education from Harvard University, and her MBA from MIT Sloan. Today we cover all things customer experience and how her and her team at Ovia Health always make their decisions with the customer in mind. I loved this conversation and found it very actionable. So as always, grab a pen, grab some paper, and without any further ado, please welcome, Kristen Craft. Kristen Craft: https://twitter.com/thecrafty Ovia Health: http://oviahealth.ovuline.com/
We have a special episode lined up for you today. Listen to our healthy roundtable discussion with Eli Rosen and Sam Crowell Richard. We’re discussing: - Why network managers are so valuable. - Why they’re bombarded with too much data. - How they affect customer experience. - How network managers can filter through the loud noise to find the right signals. As always grab a pen, grab some paper, and please enjoy this special In The Know round-table discussion with Eli Rosen and Sam Crowell Richard. Eli Rosen: https://twitter.com/erosen Sam Crowell Richard: https://twitter.com/SamCRichard Todd Stewart: https://twitter.com/Todd_Stew Dispatch: https://twitter.com/dispatch_me
For this episode, we're chatting with Dan Slagen, the CMO and GTM of Alignable - the networking platform for small and local business owners. Dan is one of the most respected and well-known marketers in Boston for his work with Hubspot, Nanigans, and Wayfair. He has been featured on Bloomberg TV, Fast Money, The New York Times, the Wall Street Journal, TechCrunch, AdAge, and VentureBeat, among many others. Dan is now leading the charge of all marketing efforts for Alignable. In this episode we’re discussing: - 2 case studies of clever SMB customer experience tactics from companies with little marketing budgets. - How customer experience can help SMBs maintain and build relationships. - What customer experience means to the SMB world, and should they even care? I personally loved this conversation, found it very insightful, and most of all actionable. So as always, grab a pen, grab some paper, and without any further ado, please welcome, Dan Slagen. Dan Slagen: https://twitter.com/danslagen Alignable: https://www.alignable.com/
How can you deliver better customer experiences with machine learning and predictive analytics? In this episode, we're interviewing Brian Bell Jr.(https://www.linkedin.com/in/brianbelljr), the Lead Software Engineer & Team Manager of Data Science at DataRobot (https://www.datarobot.com) - a machine learning platform for data scientists to build accurate predictive models in a fraction of the time that it takes today. This is a revolutionary offering that experts are saying could fundamentally change the data science field for good. In this episode we discuss: 1. Machine learning vs data science…what’s the difference? 2. What types of business challenges are best addressed with data science and machine learning? 3. What are the most effective machine learning techniques? 4. What does this mean for customer experiences? Without any further ado, please welcome today’s guest, Brian Bell Jr. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
What does the IOT have to do with lead management? In this episode, we’re letting enterprise and CIO expert, Alex Beletsky reveal all the information you'll need about three enterprise focused topics: 1. Why Lead Management in the OEM space is lagging big time. 2. What this "lag" means for enterprise brands. 3. What role the IOT plays in the lead management space. Let’s get this interview rolling. Grab a pen and grab some paper and I hope you enjoy listening as much as I enjoyed chatting with today’s guest, Alex Beletsky. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
Do you have a personal playbook for life? In this episode, we’re hanging with Dispatch CMO, Corey O'Donnell. We're discussing why perfection is boring, why a good idea is a good idea and why everyone is intelligent and everyone is willing to work hard (3 of Corey's 10 life principles). Remember to get out a piece of paper and a pen because Corey is about to spill some knowledge. I hope you enjoy listening as much as I enjoyed chatting with today’s guest Corey O'Donnell. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
Have you ever wanted an on-demand repairman? In this episode, we’re chatting with Dispatch co-founder, Yaakov Zar. We're discussing what it takes to get that technician to your house in 5-10 minutes, the new technology offerings that are enabling this functionality, and what is preventing the on-demand economy from tapping into the service industry. I hope you enjoy listening as much as I enjoyed chatting with today’s guest Yaakov Zar (twitter.com/yjzar) How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
Do you know what Amazon, Walmart, and Ticketmaster have in common? In this episode, we’re chilling with Dispatch VP of Customer Success, Eli Rosen (twitter.com/erosen). We'll discuss various digital strategies, what IT departments should mean to the CIO and enterprise brands, and what the future of innovative business strategy means in this technology driven world. We highlight examples from Amazon, Walmart, and Ticketmaster. I hope you enjoy listening as much as I enjoyed chatting with today’s guest Eli Rosen. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
What does quality really mean? On today's episode, we’re discussing what the factors of quality are in the service world. We’ll talk about Net Promoter Score, what “being on time” actually means, and we’re answering the general question "is faster always better." Get ready to dive into some data. I hope you enjoy listening as much as I enjoyed chatting with today’s guest Samantha Crowell Richard (twitter.com/SamCRichard). How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
Service businesses are in trouble. They’re in trouble because of the new standard set by Uber, Yelp, Grubhub, and many others. It’s this new standard of customer service that is creating headaches for enterprises who rely on non-dedicated third party networks. That's what we're solving at Dispatch. We're linking the people, process, and data to create a modern service experience that delights customers, empowers contractors, and promotes a positive brand image for the enterprise. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com
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