Podcasts about customer care

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen. Andrea Olson is an Author and Customer-Centricity Expert. 

Episode Notes As Aira continues to innovate alongside Google DeepMind to improve and develop Aira AI powered by Project Astra, the Build program helps us learn from real-world Visual Interpreter calls. We'll show you how to get involved in both the Build Program and becoming a Trusted Tester. Meet Phlip Wilson from our sales team with some great ways to add to the Aira Access Network.  Contact Phlip wilson, phlip.wilson@aira.io. Build AI terms of Service: https://aira.io/tos-build-ai/ FAQ: https://aira.io/build-ai-faq/ Trusted Tester: https://aira.io/ai/ Questions or comments about the show? Email us at airacast@aira.io. Contact our Customer Care team, 1-800-835-1934 or support@aira.io. Find out more at https://airacast.pinecast.co This podcast is powered by Pinecast.

E326 QVM Customer Care In Love Update by Seasonal Bounty Podcast

Welcome back to Blended! Today, we're talking about learning culture.  We talk a lot about creating the right cultures at work, hiring for 'culture fit'. But do we talk as much about the culture we're actually trying to create? Often 'culture fit' ends, whether consciously or otherwise, with the creation of a group of likeminded people and personalities that drive comfort, not innovation. So what happens when we really define the culture we're looking to create? And what if that culture is one dedicated to learning and growth, as individuals and as a team?    In an increasingly divisive time, where people identify strongly on one 'side' of an issue or another – and in a time where DEI in the workplace is feeling the pressure – could a focus on learning help ease that pressure and create the environments we need for shared success moving forward, regardless of who we are or how we identify?   Our panel will be exploring all of that today. IN THIS EPISODE: [01.11] Introductions to our Blended panelists.   ·         Opal – Vice President of Supply Chain at Fabletics ·         Keith – Talk Show Host of Mornings in the Lab with Keith and Friends ·         Ellin – CEO of The Sidell Method, a boutique professional services firm ·         Lauren – Regional Head of Customer Care and Business Excellence at CMA CGM and Executive Coach at LG Energy Coaching  [05.30] The group explore what learning culture means, the different factors impacting it from mindset to policy, and how it can be leveraged in the workplace. ·         People ·         Training ·         Systems ·         Growth mindset  ·         Core values and principles ·         Learning in the same direction/employee alignment   ·         Holistic approach ·         Intersectionality ·         Individuality ·         Corporate sanitization of creativity ·         People's unique talents and ways of thinking ·         Ongoing learning – who's responsibility is it? ·         Intent "It means learning about people, the core of where it all begins… But you have to be intentional to build a culture." Keith  "It's training, but it's much more than that. It's a system where growth is not only expected but normalized, it's part of what's supported daily." Lauren "There's going to be some of that one-size-fits-all, standard corporate training, but there's also an individualized focus that builds loyalty, makes everything more collaborative and creates a better experience for everyone." Opal [27.10] The panel reflect on the impact of AI on contemporary teams and learning culture, now and in the future. ·         Changing teams ·         People being left behind ·         Bringing personal and professional together ·         'Bring the woo to work' ·         Movement away from siloes/verticals ·         Creating enough space/time/opportunity for creativity/learning  ·         Control of data/controlled environment ·         Flow state ·         Passion ·         Balance between work/personal time investment ·         Elimination of juniors/middle management ·         Governance ·         Trust ·         Accountability ·         Cybersecurity ·         Budgetary investment "Those that make the investment now will be the leaders that change the world." Keith "Yes, AI is knowledge. But learning culture is people." Ellin  [45.37] The group discuss other key aspects of learning culture, and what happens when individuals don't want to embrace it.    ·         Personal growth ·         Peer-to-peer ·         Skills ·         How do we keep up? ·         Change management ·         Fear ·         Conversation ·         Leadership ·         Motivation "The idea of a knowledge worker comes back to decisions, curation, creativity." Ellin  "How are people wired? What's their personal motivation?... Then we can connect the learning to what people care about – advancement, their relevance, pride of contribution." Ellin [01.08.22] The panel share ideas for the practical ways we can start to create meaningful learning cultures in the workplace.   ·         Empower your team ·         Celebrate success ·         Support mistakes ·         Embrace testing ·         Lead by example ·         Share experiences ·         Collaboration ·         Communication ·         Embed the learning into work, not the other way round ·         Creating safe spaces ·         Self-awareness ·         Diversity ·         Giving/receiving feedback ·         Curiosity [01.17.24] The group sum up their thoughts from today's discussion.  RESOURCES AND LINKS MENTIONED: You can connect with Opal, Ellin, Lauren and Keith over on LinkedIn.  

In this episode of Careers for the Blind, I sit down with James Ashworth to discuss his journey through vision loss while building a successful career in the airline industry. Diagnosed with cone-rod dystrophy after already establishing himself professionally, James shares how he first began noticing changes in his vision and the challenges that followed.James talks about the tremendous support he received from many of his supervisors, while also opening up about the moments where he had to advocate strongly for himself when others questioned whether he could take on new responsibilities with accommodations in place. Through persistence, determination, and a willingness to embrace new challenges, James consistently proved his abilities through excellent work and leadership.That drive ultimately helped him rise through the ranks and build an impressive career at Southwest Airlines. His story is a powerful example of resilience, self-advocacy, and the importance of giving people the opportunity to succeed based on their talent and performance rather than assumptions about disability.

Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/586   In this week's episode of the Outsource Accelerator Podcast, Derek sits down with Alex Gill, the Global Head of Strategy at Harte Hanks. Harte Hanks has been in the marketing and go-to-market game for over a century now. Alex brings a large amount of experience, covering the evolution of CX, its best practices, and the march of technology in the field.   References: Website: https://www.hartehanks.com/ LinkedIn: https://www.linkedin.com/company/hartehanks/   Start Outsourcing Outsource Accelerator can help you transform your business with outsourcing. Get in touch now, or use one of the resources below.   Business Process Outsourcing Get a Free Quote - Connect with 3 verified outsourcing experts & see how outsourcing can transform your business Book a Discovery Call - See how Outsource Accelerator can help you enhance your company's innovation and growth with outsourcing The Top 40 BPOs - We have compiled this review of the most notable 40 Business Process Outsourcing companies in the Philippines Outsourcing Calculator - This tool provides you with invaluable insight into the potential savings outsourcing can do for your business Outsourcing Salary Guide - Access the comprehensive guide to payroll salary compensation, benefits, and allowances in the Philippines Outsourcing Accelerator Podcast - Subscribe and listen to the world's leading outsourcing podcast, hosted by Derek Gallimore Payoneer - The leading global B2B payment solution for the outsourcing industry   About Outsource Accelerator Outsource Accelerator is the world's leading outsourcing marketplace and advisory. We offer the full spectrum of services, from light advisory and vendor brokerage, though to full implementation and fully-managed solutions. We service companies of all sectors, and all sizes, spanning all departmental verticals.   Outsource Accelerator's unique approach to outsourcing enables our clients to build the best teams, access the most flexible solutions, and generate the best results possible. Our unrivaled sector knowledge and market reach mean that you get the best terms and results possible, at the best ALL-IN market-leading price - guaranteed.

SAP's Customer Care and Partner Success team welcomes Daniel Deutsch and Juergen Ravnik from SAP Partner All for One. Together, they explore how All for One builds side-by-side extensions on SAP BTP to extend SAP Cloud ERP without touching the clean core. The guests present two solutions, share their experience collaborating with SAP through the Partner Co-Innovation Discovery Program. Discover how multi-tenancy, ERP-agnostic design, and direct SAP expert access shape scalable cloud solutions. Follow Inside SAP S/4HANA Cloud for more expert insights! Have a question or idea? Join the conversation in the episode comments on Spotify or send an email to insides4@sap.com

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen. Andrea Olson is an Author and Customer-Centricity Expert.

Banks are supposed to uphold the highest standards of Integrity and Customer Care. What do you do when they do not perform to your expectations?

Building a business isn't just about what you sell — it's about what you believe. In this episode, Jim Campbell shares why purpose-driven work matters, how organic agriculture is reshaping the way people think about food, and what it looks like to build a company that puts people, animals, and the land first.This is Brand Story, a podcast celebrating the stories of real people who are making an impact on brands, business, and the world around them. Episodes feature guests from a variety of backgrounds who bring their own unique perspectives to the conversation.Brand Story is created and produced by Gravity Group, a full-service brand and marketing agency, and is hosted by Gravity Group President, Steve Gilman.Links and Information From the Episode Here: https://www.gravitygroup.com/podcast/rooted-in-purpose/Continue the conversation on social:For more of Brand Story, check out our LinkedIn (https://www.linkedin.com/company/gravitygroupmarketing), where we'll post previews and highlights of shows, behind-the-scenes sneak peeks, plus other marketing news you can use.We're also on:Instagram — https://www.instagram.com/gravitygroupFacebook — https://www.facebook.com/gravitygroupmarketing(00:00) Introduction – Jim Campbell, President & CEO of New Country Organic (01:38) Jim's Origin Story – From financial services to farming: horses, land, chickens, and finding a mission (03:20) What's wrong with conventional feed and the case for organic (04:48) The Homesteading Movement – Self-sufficiency, the pandemic effect, and why NCO's mission aligns with a growing cultural shift (06:00) NCO's Three Core Missions – Feeding animals well, building soil health, and taking care of people (16:07) Decoding Food Labels: Organic vs. Non-GMO – Why USDA Certified Organic is the gold standard and what "non-GMO" really means (22:56) Backyard Chickens as a Gateway – Why chickens attract new homesteaders, and the very human benefits of connecting with animals (27:52) Custom Feeds & Allergy-Driven Product Development – How customer needs (and a tearful after-hours phone call) shaped NCO's product line(30:06) The Pandemic Demand Surge – A tsunami of new homesteaders and what it revealed about distrust of "Big Food" (35:31) National Expansion: Texas, Nevada & the UK – Growing from Virginia roots to a nationwide (and soon international) footprint(37:58) Supporting the Organic Farming Ecosystem – Buying American organic grains and helping farmers transition away from conventional agriculture(39:17) Customer Care as a Brand Value – Treating every customer like a person, not a ticket(41:48) Vision for NCO's Future – Organic nutrition, soil products, insect protein, and international growth(44:10) Jim's Chapter of Life: Creation – Reflections on entrepreneurship, lifelong learning, and wishing he'd started sooner(46:05) Advice to a Younger Self – Take more risks, find your own thing, and stay curious

Episode Notes Aira now works with AI glasses from Meta, enabling hands-free, professional Visual Interpreting through voice and camera interactions. Aira's Lynette Frison shows you how.  Get started with Aira on AI glasses from Meta in three simple steps:   Learn more: https://aira.io/aira-ai-glasses-meta/  Questions?  Contact our Customer Care team at 1-800-835-1934 or support@aira.io, Monday through Saturday, 6:00 AM to 6:00 PM Pacific time.  Contact the show at airacast@aira.io. Find out more at https://airacast.pinecast.co This podcast is powered by Pinecast.

A People-First, Tech-Enhanced Approach to Customer Care  Shep interviews Jenni Hawkins, Vice President of Customer Care for Gas South. She discusses human-led customer service, employee engagement, and community involvement to deliver exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can balancing technology and personal interaction improve customer loyalty?  How does a strong internal culture impact the overall customer experience?  Why is it important to offer customers a choice between AI tools and human interaction?  How can handwritten notes or personalized follow-ups boost brand loyalty?  How are emerging technologies like AI used to support, not replace, employees?  Top Takeaways:    Human-led customer service creates stronger connections with customers. Even as AI and technology advance, many customers still want the option to speak to a real person, especially for sensitive or complex issues.   While investing in AI enhances the customer experience, providing easy access to human support helps build trust, resolve issues efficiently, and build customer loyalty.  While many companies are turning to AI and self-service channels to cut costs, the most effective approach is to use technology to assist, not replace, customer support teams. AI tools and chatbots can handle routine inquiries and streamline processes, allowing agents to focus on building relationships, offering empathy, and solving complex problems.  When it's possible, employing customer care staff within the same communities they serve provides a significant advantage to both the company and its customers. Local teams have firsthand knowledge of regional regulations, weather patterns, and community-specific concerns. They can relate to customers on a more personal level, anticipate needs, and respond to unique local situations with empathy.   An organization's internal culture directly impacts the customer experience. When companies invest in their teams, employees become more engaged and committed to the company's mission.   Low employee attrition and high job satisfaction translate into more engaged agents who use their experience and empathy to better serve customers and contribute to a strong, positive brand reputation.  Personal touches like sending handwritten or personalized cards after customer interactions make a lasting impression. Even when automation is used to scale these efforts, cards that reference specific details from the customer's experience strengthen the sense of genuine care and appreciation that employees and companies have for them.  The State of Customer Service and CX study shows that most customers prefer to use the phone to resolve issues, especially when something goes wrong. This preference cuts across generational lines and is even more needed for emotional or complicated customer concerns. Even though self-service solutions boost efficiency, providing an easy way to speak with a real person when automation is not enough prevents frustration with impersonal digital-only solutions.  Customers love to do business with companies that contribute to their communities and support local causes. When companies are transparent about their community engagement, whether it's through financial contributions or volunteering, it not only makes employees proud to work there but also builds trust within the community.  When leaders consistently embody the business's values and mission and actively support both customers and employees, the effects are felt throughout the organization. Employees become brand ambassadors, invested not only in day-to-day tasks but also in the company's larger purpose. It creates a workplace where employees want to stay, and customers want to do business. Plus, Jenni shares how Gas South has earned thousands of outstanding 5-star Google reviews. Tune in!  Quote:   "Embracing technology is important, but customers should always have the choice to speak to a human when they need to."  About:     Jenni Hawkins is Vice President of Customer Care at Gas South and has previously held leadership roles at Delta Air Lines, CBORD/Roper Technologies, and Delta Community Credit Union. Since 2021, Jenni Hawkins has helped Gas South achieve record customer satisfaction and thousands of 5-star Google reviews.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

With the Pool Nations Cup taking place right here on the Rock, we're looking at ten days of international matches, putting Gibraltar firmly on the map. Our sports reporter Jose Mari Ruiz was live from the Europa Sports Complex where the event is taking place.Marlene Dalli from the Ministry of Equality and Jyza Sheriff from the Customer Care Hub joined us in the studio. Talking about what's available and who can benefit from the assistance provided, and looking ahead to a special digital inclusion event to help over 65s navigate e-services Nayan Jeffries is raising funds for Amnesty International UK. He's recently completed a running challenge and is preparing for a 5 day trek in Peru.And we're looking ahead to a lovely annual event, the Spring Flower Show, with Annabelle Mor-Codali. She's joined by Paul Passano to speak of a new collaboration and the launch of the Urban Oasis Award. Hosted on Acast. See acast.com/privacy for more information.

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen. Andrea Olson is an author and customer-centricity expert. 

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen. Andrea Olson is an Author and Customer-Centricity Expert. 

• Doku-Hörspiel • Seit dem 19. Jahrhundert war Magdeburg vom Maschinenbau geprägt, zu DDR-Zeiten vor allem vom Schwermaschinenbau-Kombinat „Ernst Thälmann“. Nach der Wende wurde es abgewickelt. Nun gilt „Customer Care“, wo früher Walzstraßen waren. Von willems&kiderlen www.deutschlandfunkkultur.de, Hörspiel

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen. Andrea Olson is an author and Customer-Centricity Expert. 

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen. Andrea Olson is an Author and Customer-Centricity Expert. 

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen and Andrea Olson is an Author and Customer-Centricity expert.

Bongani Bingwa speaks to Chris Lazarus, Chief Officer for Sales, Regions & Customer Care at Cell C, about the company’s return to the B2B ICT space and its bold new repositioning. 702 Breakfast with Bongani Bingwa is broadcast on 702, a Johannesburg based talk radio station. Bongani makes sense of the news, interviews the key newsmakers of the day, and holds those in power to account on your behalf. The team bring you all you need to know to start your day Thank you for listening to a podcast from 702 Breakfast with Bongani Bingwa Listen live on Primedia+ weekdays from 06:00 and 09:00 (SA Time) to Breakfast with Bongani Bingwa broadcast on 702: https://buff.ly/gk3y0Kj For more from the show go to https://buff.ly/36edSLV or find all the catch-up podcasts here https://buff.ly/zEcM35T Subscribe to the 702 Daily and Weekly Newsletters https://buff.ly/v5mfetc Follow us on social media: 702 on Facebook: https://www.facebook.com/TalkRadio702 702 on TikTok: https://www.tiktok.com/@talkradio702 702 on Instagram: https://www.instagram.com/talkradio702/ 702 on X: https://x.com/Radio702 702 on YouTube: https://www.youtube.com/@radio7See omnystudio.com/listener for privacy information.

In this episode of The Other 99%, hosts Lisa Duck and Susan Larimer welcome Emily Munns, a direct sales with experience in Norwex and Zyia. Emily shares her journey in direct sales, emphasizing the importance of systems for customer connection, the role of Project Broadcast in follow-up, and the necessity of having a personal website to build relationships. The conversation also covers social media engagement, the evolution of Facebook groups, and the significance of time management in running a successful business.Takeaways​Emily Munns emphasizes the importance of systems in direct sales.​Project Broadcast has transformed Emily's customer follow-up process.​Direct sales allows for flexibility in balancing personal life and business.​Having a personal website enhances brand identity and customer connection.​Social media presence is crucial but should be balanced with other engagement methods.​Feedback from customers can guide content and product focus.​The evolution of Facebook groups requires adaptation and understanding of customer needs.​Time management tools can significantly improve productivity and focus.​Building relationships is key in direct sales success.​Consistency in communication fosters customer loyalty.#DirectSales #BusinessGrowth #TheOther99%Podcast #cinchshare 

Desiree Grace is the Vice President of Sales and Customer Care for the Americas for Mersen and Andrea Olson is an Author and Customer-Centricity Expert.

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen, and Andrea Olson is an Author and Customer-Centricity Expert.

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen, and Andrea Olson is an author and Customer-Centricity Expert. 

On this urgent and important episode of Fishing the DMV, I'm joined by Dean Naujoks of the Potomac Riverkeeper to discuss a major Potomac River environmental emergency that every angler, boater, and outdoor recreationist in the Mid-Atlantic needs to know about.As of this week, an estimated 60 million gallons of raw, untreated sewage per day has been discharging into the Potomac River due to a catastrophic failure of a major sanitary sewer interceptor line in Montgomery County, Maryland. The break occurred near Lockhouse 10 within the C&O Canal National Historical Park, sending sewage directly into one of the most heavily fished rivers in the Mid-Atlantic.In this episode, we cover:·       The Potomac River sewage spill and what caused the interceptor line failure·       How the raw sewage overflow is impacting water quality, fish populations, and aquatic habitat·       Current water sampling results, E. coli concerns, and public health risks·       How DC Water is responding and working to divert and contain the sewage spill·       What this means for Potomac River bass fishing, smallmouth bass, largemouth bass, and recreational fishingAt the time of recording, D.C. Water is actively responding to the sanitary sewer overflow, but all untreated sewage is still flowing into the Potomac River near Lock 10. Please support Fishing the DMV on Patreon!!! https://patreon.com/FishingtheDMVPodcast If you are interested in being on the show or a sponsorship opportunity, please reach out to me at fishingtheDMV@gmail.com Link to Potomac Riverkeepers on Facebook: https://www.facebook.com/potomacriverkeeper Email the Potomac Riverkeepers at: dean@potomacriverkeeper.org Link to Potomac Riverkeepers website: potomacriverkeepernetwork.org Potomac Riverkeepers on Instagram: https://www.instagram.com/potomac_riverkeeper_network/ If you have additional questions about the Potomac Interceptor and DC Water's response, contact DC Water's Customer Care team (202) 354-3600 or the 24-Hour Command Center at 202-612-3400. thank you to my sponsors that help keep the show alive! Jake's bait & Tackle Website: http://www.jakesbaitandtackle.com/ Link to Tactical Fishing Company: https://tacticalfishingco.com/ Click the link below to get 15% off any roll-on when you use  the code BLUEFISH. https://emutherapy.com/pages/fishing-the-dmv-with-thomas-arens #Potomacriver #fishingtheDMV #Conservation Support the show

Stefano MauriVice Presidente Scuola per Librai Umberto e Elisabetta MauriRitorna per la 43esima edizione il Seminario di perfezionamento della Scuola per Librai Umberto e Elisabetta Mauri che propone il tradizionale appuntamento in quattro giornate presso la storica Fondazione Giorgio Cini di Venezia.L'annuale Seminario che coinvolge editori e librai italiani e internazionali, organizzato dalla Fondazione Umberto e Elisabetta Mauri con il contributo di Messaggerie Libri e Messaggerie Italiane, e in collaborazione con l'Associazione Italiana Editori, l'Associazione Librai Italiani e il Centro per il Libro e la Lettura, si svolgerà dal 27 al 30 gennaio 2026.La prima giornataI lavori del Seminario apriranno con la prima giornata martedì 27 gennaio 2026 alle 15.00 con i saluti di benvenuto di Alberto Ottieri (Presidente della Fondazione Umberto e Elisabetta Mauri), Stefano Mauri (Vicepresidente della Fondazione Umberto e Elisabetta Mauri) e Renata Codello (Segretario Generale della Fondazione Cini).Seguiranno i saluti di Innocenzo Cipolletta (Associazione Italiana Editori) e Paolo Ambrosini (Associazione Librai Italiani). Seguiranno la presentazione delle giornate didattiche a cura di Alberto Ottieri, della Giornata conclusiva a cura di Stefano Mauri, e delle libraie e librai allievi a cura di Luca Domeniconi (Gruppo Feltrinelli), che con Edoardo Scioscia (Gruppo Libraccio) introdurrà agli argomenti didattici del Seminario e ai gruppi di lavoro. La giornata si concluderà alle 17 con l'intervento Le identità delle librerie italiane: classificazione e trend di Tiberio Sarti (Ubik).La seconda giornata, mercoledì 28 gennaio, a cura di Alberto Ottieri e Roberto Miglio (Messaggerie Italiane), sarà dedicata a La gestione della libreria: l'assortimento, il conto economico e il Customer Care: alle ore 9 Mirco Dordolo (Gruppo Libraccio) parlerà de Il conto economico come strumento di gestione, cui seguirà alle 10.30 l'intervento di Giovanni Franza (Emmelibri) Dalla gestione economica a quella finanziaria e, alle ore 11.45, la lezione di Anita Barrella (Gruppo Feltrinelli) Il percorso tematico e la redditività dell'assortimento.Nel pomeriggio, torna alle 14.30 Anita Barrella con La misurazione quantitativa dell'assortimento: la rotazione, il concetto di copertura. Alle 15.30 il libraio Vittorio Graziani, vincitore del 19esimo Premio per Librai Luciano e Silvana Mauri (Libreria Centofiori, Milano), parlerà di Customer Care: il punto di vista di un libraio. Chiuderà la giornata Luca Paleari (Emmelibri) con l'intervento Agentic AI. L'equipaggio invisibile.La terza giornata, giovedì 29 gennaio, condotta da Alberto Ottieri e Tiberio Sarti, sarà dedicata al lavoro di gruppo: al mattino a partire dalle ore 9 libraie e librai partecipanti applicheranno quanto appreso nel corso delle giornate precedenti e presenteranno i risultati del loro lavoro con Luca Domeniconi e Edoardo Scioscia. Nel pomeriggio, alle 15, verranno consegnati gli attestati di partecipazione, e a seguire, alle 15.30, si terrà una tavola rotonda dedicata al tema Le librerie internazionali: elementi distintivi nel rapporto con il proprio pubblico alla quale interverranno Javier Arrevola (Casa del Libro), Michael Busch (Thalia), Alessandra Carra (Gruppo Feltrinelli) e James Daunt (Waterstones e Barnes & Noble).La giornata conclusiva, venerdì 30 gennaio, a cura di Stefano Mauri e condotta da Giovanna Zucconi, si aprirà alle 9.30 con gli Scenari economici di mercato introdotti e coordinati da Alberto Ottieri, e con gli interventi di Angelo Tantazzi (Prometeia) Proiezioni per il 2026: dove va la spesa delle famiglie italiane? e di Innocenzo Cipolletta Il mercato del libro in Italia.Alle 10.15 Stefano Mauri e Alberto Ottieri ricorderanno Silvana Mauri, nel ventennale della sua scomparsa. In seguito, verranno assegnati il ventesimo Premio per Librai Luciano e Silvana Mauri e la settima Borsa di lavoro Nick Perren.Si terrà poi alle ore 11.15 la consueta tavola rotonda internazionale, coordinata da Stefano Mauri, cui parteciperanno James Daunt (Waterstones e Barnes & Noble), Sonia Draga (Presidente della Federazione Europea degli Editori e editore di Sonia Draga Publishing House), e due dei tre principali editori di varia mondiali: Brian Murray (Harper Collins Publishers) e David Shelley (Hachette Book Group e Hachette UK).Alle 12.45 l'intervento conclusivo Corpi, schermo e linguaggio del neuroscienziato Vittorio Gallese, cui seguiranno i saluti di chiusura di Stefano Mauri e Alberto Ottieri.Il Seminario di Perfezionamento della Scuola per Librai Umberto e Elisabetta Mauri – ricorda la nota – “è da sempre un importante momento di confronto sul mondo del libro, in cui si prendono in esame i diversi aspetti e le criticità proprie di un'attività affascinante e fondamentale per la diffusione della cultura come quella delle librerie: gestione, organizzazione, distribuzione, commercializzazione e promozione. Un laboratorio, dunque, in cui si vuole progettare, discutere, conoscere le dinamiche di un mondo complesso ma sempre vitale che ha al suo centro il libro“.Diventa un supporter di questo podcast: https://www.spreaker.com/podcast/il-posto-delle-parole--1487855/support.IL POSTO DELLE PAROLEascoltare fa pensarehttps://ilpostodelleparole.it/

Send us a textWelcome back to the Laundromat Resource Podcast! In today's episode, host Jordan Berry is joined by industry OG Matthew Simmons from Curbside Laundries—also known as Laundry Matt. It's been over five years since Matthew Simmons first appeared on the show, and this time he's back with a ton of wisdom and fresh insights.Get ready to dive deep into the transformation of the laundromat industry, from the days of pen-and-paper chaos to today's tech-savvy, data-driven businesses. Matthew Simmons shares how he and his brother started with a family laundromat, grew their pickup and delivery service into a $150,000-a-month powerhouse, and eventually helped pioneer innovative software solutions for laundromat owners everywhere.This conversation covers everything from the importance of branding, the impact of technology on cash accountability, to practical strategies for growing your wash and fold business—whether you're a newcomer or a seasoned pro aiming to scale up. You'll also hear about the upcoming Curbside conference, networking opportunities, and how to take advantage of the resources available to modern laundromat operators.Settle in for a value-packed episode filled with actionable tips and real-world stories that will inspire you to level up your laundromat business. Let's get started!In this episode, Jordan and Matthew discuss:00:00 "Scaling Pickup & Delivery Success"06:50 "Efficiency and Tech in Laundry"10:55 "Transforming Laundromats Into Businesses"19:58 Testing Pricing Strategies24:52 Laundromat Modernization Challenges & Solutions27:37 "Laundromats Embrace Cash Accountability"35:39 Laundromats: Recession-Proof Investment Trend42:09 "Pickup and Delivery Growth"47:41 "Living the Brand Persona"51:03 "Optimizing Customer Touchpoints"55:20 "Increase Your Laundromat Revenue"01:01:38 "Customer Care and Reviews"01:05:52 Networking Sparks Growth01:12:35 Letting Go to Prevent Burnout01:15:32 "Zero Excuses for Success"

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen, and Andrea Olson is an Author and Customer-Centricity expert. 

In this conversation, Marshall and Nick explore various topics related to customer retention in the detailing industry, the impact of celebrity boxing on sports viewership, and the importance of effective communication with clients. They discuss trends in detailing, such as the use of floor mats and customer engagement strategies, including gifts and follow-ups. The conversation also delves into the technical aspects of detailing, including maintenance schedules, stain removal techniques, and the significance of using quality products for wheel cleaning.Chapters00:00 Would You Rather: The Million Dollar Dilemma02:54 The Boxing World: Jake Paul and Anthony Joshua05:48 Trends in Detailing: Floor Mats and Customer Retention09:10 Customer Engagement: Gifts and Appreciation Strategies12:13 Scheduling for Success: The Importance of Follow-Ups15:08 Maintenance Matters: Keeping Customers Coming Back18:05 The Art of Detailing: Tools, Techniques, and Customer Expectations21:10 Red Dye Removal: Tackling Tough Stains24:04 Wheel Cleaning: Non-Acid Solutions and Customer Care

In this Best of '25! episode of the Astonishing Healthcare podcast, Lisa Ellerhorst (Sr. Director, Customer Care Operations) and Sonia Pettis (Manager, Customer Care Operations) discuss our approach to member care! Lisa and Sonia have been with Judi Health (Capital Rx) since 2020 and have helped Will Tafoya develop our unique contact center model from the ground up. Building on Episode 34 - Customer Care in Healthcare: Setting a Higher Bar, and the questions plan sponsors and benefits consultants often ask during the RFP process (Episode 84), this episode covers:Several of the most frequent reasons plan members call and how those questions are handled, including switching a prescription from retail to mail and vice versa, prior authorizations for GLP-1s, and more.How to navigate transitions and focus on quality care (over speed).What it takes to maintain a high level of customer satisfaction (99%) while handling a 50% spike in call volume year-over-year.The communication strategy used to educate members and help them navigate new offerings effectively.The role of AI and how agentic AI can support member care and free up our skilled, PTCB-certified reps to handle more complex issues.Future-proofing the service model and preparing for the 2026 welcome season.Related ContentPharmacy Benefits 101: Building an Award-Winning Call Center from ScratchAH017 - Pharmacy Benefits 101: Prior AuthorizationHow employers can take back control of unnecessary pharmacy spendingCapital Rx's Customer Care Team Wins 5 Stevie® Awards for Customer ServiceWatch: Are Your Prior Authorizations Actually Working?For more information about Capital Rx and this episode, please visit Judi Health - Insights.

Finding and fixing leaks can be challenging and expensive. The Southern Nevada Water Authority (SNWA) and Las Vegas Valley Water District (LVVWD) offer several programs that help homeowners pay for professional services to find and fix water-wasting leaks. JC Davis, LVVWD Director of Customer Care & Field Services, talks about the financial assistance programs and other useful tools available to customers, including those renting a home. Hear what types of leaks are the most expensive to repair and how LVVWD can help cover some of the costs on this episode of the Water Smarts Podcast.Hosts: Bronson Mack and Crystal Zuelke https://www.snwa.com/

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen and Andrea Olson is an author and Customer-Centricity Expert. 

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen and Andrea Olson is an author and Customer-Centricity Expert. 

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen and Andrea Olson is an Author and Customer-Centricity expert.

Desiree Grace is the Vice President of Sales and Customer Care for the Americas for Mersen, and Andrea Olson is an author and Customer-Centricity Expert.

B2B buyers expect fast, human, helpful responses on social media and most brands are failing.In this episode, Michelle J Raymond and social care expert Brooke Sellas break down the best practices for managing customer care across social platforms, increasing responsiveness, and converting conversations into real revenue.Key moments in this episode - 00:00 Defining Social Customer Care03:15 The Importance of Brand Conversations04:47 Creating Engaging Content07:00 Leveraging Social Media for Business Growth08:27 Practical Tips for Social Media Engagement22:00 The Role of AI in Social Customer Care28:35 Final ThoughtsConnect with Brooke B. Sellas on LinkedInCONNECT WITH MICHELLE J RAYMOND Michelle J Raymond on LinkedIn Book a free intro call https://socialmediaforb2bgrowthpodcast.com/ B2B Growth Co newsletterToday's episode is sponsored by Metricool. Make sure to register for a FREE Metricool account today. Use Code MICHELLE30 to try any Premium Plan FREE for 30 days. https://metricool.com/michellejraymond/?utm_source=podcast&utm_medium=influencer&utm_campaign=20251111_michelle-raymond_nov-scheduling-li_en&utm_content=audio&utm_term=q3

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen and Andrea Olson is an author and customer-centricity expert. 

In your Phone Tap, we call a woman who’s expecting her hardware store to get back to her after she filed a complaint. However, these days customer service calls could come from anywhere, even prison!See omnystudio.com/listener for privacy information.

In your Phone Tap, we call a woman who’s expecting her hardware store to get back to her after she filed a complaint. However, these days customer service calls could come from anywhere, even prison!See omnystudio.com/listener for privacy information.

In this episode of the Data Science Salon Podcast, we sit down with Nitin Kumar, Director of Data Science at Marriott International, to discuss how AI agents are transforming customer support. Nitin shares his experience designing enterprise-scale AI and Generative AI solutions across 30 global brands, creating intelligent, proactive, and human-centered customer care systems. He dives into AI-powered pipelines that monitor incoming emails, analyze sentiment and issues, and draft contextual responses for human agents to review. Beyond individual cases, these systems continuously feed real-time trend data, helping teams identify emerging issues before they become widespread. Key Highlights: -AI Agents in Customer Support: Learn how AI agents automate routine processes while empowering human agents to focus on complex interactions. -Human-in-the-Loop Design: Explore strategies for balancing AI efficiency with human oversight and empathy. -Scaling AI Solutions: Insights into LLM integration, prompt engineering, and global deployment of enterprise AI systems.

Episode 86 of the Astonishing Healthcare podcast focuses on several pharmacy and health plan member service-related topics with Lisa Ellerhorst (Sr. Director, Customer Care Operations) and Sonia Pettis (Manager, Customer Care Operations)! Lisa and Sonia have been with Judi Health (Capital Rx) since 2020 and have helped Will Tafoya develop our unique contact center model from the ground up. Building on Episode 34 - Customer Care in Healthcare: Setting a Higher Bar, and the questions plan sponsors can ask during the RFP process (Episode 84), we discuss:Several of the most frequent reasons plan members call and how those questions are handled, including switching a prescription from retail to mail and vice versa, prior authorizations for GLP-1s, and more. How to navigate transitions and focus on quality care (over speed).What it takes to maintain a high level of customer satisfaction (99%) while handling a 50% spike in call volume year-over-year.The communication strategy used to educate members and help them navigate new offerings effectively.The role of AI and how agentic AI can support member care and free up our skilled, PTCB-certified reps to handle more complex issues.Future-proofing the service model and preparing for the 2026 welcome season.Related ContentPharmacy Benefits 101: Building an Award-Winning Call Center from ScratchWatch: Are Your Prior Authorizations Actually Working?AH017 - Pharmacy Benefits 101: Prior AuthorizationHow employers can take back control of unnecessary pharmacy spendingCapital Rx's Customer Care Team Wins 5 Stevie® Awards for Customer ServiceFor more information about Capital Rx and this episode, please visit Judi Health - Insights.

You're obsessed with getting new customers, but the world's top brands are quietly focused on a different goal. Ken Rapp, the CEO and Co-founder of BluStream will reveal the simple retention strategies they use to build unbreakable loyalty and create lasting profit.Ken Rapp is the CEO and co-founder of BluStream, a company reshaping how brands build loyalty, reduce churn, and drive revenue after the sale, by owning the product experience. With a career spanning over two decades in digital transformation and customer experience, Ken has consistently been at the forefront of connecting technology to real business impact. At BluStream, he leads the charge in helping D2C and subscription brands solve one of the most critical (and often overlooked) problems in marketing: post-purchase drop-off. While most platforms focus on acquisition or reactive support, BluStream's PX platform is designed to activate and personalize the customer journey from the moment a product arrives - through usage, replenishment, renewal, and advocacy. With integrations across SMS, email, WhatsApp, and Shopify, BluStream gives brands a direct line to customers during their most critical ownership moments.Contact Details:Email: ken@blustream.ioBusiness: BluStream CorporationWebsite:  https://blustream.io/PXAI Journey Builder - https://blustream.io/products/ai-journey-builder?utm_campaign=13746024-PXAI%20Journey%20Builder&utm_source=podcast&utm_medium=earned-media Product Experience Strategy eBook - https://getstarted.blustream.io/px-readiness-ebook?utm_campaign=12306435-PX%20Strategy%20ebook&utm_source=podcast&utm_medium=earned-media Social Media:LinkedIN - https://www.linkedin.com/in/ken-rapp-b922766/ Remember to SUBSCRIBE so you don't miss "Information That You Can Use." Share Just Minding My Business with your family, friends, and colleagues. Engage with us by leaving a review or comment. https://g.page/r/CVKSq-IsFaY9EBM/review Your support keeps this podcast going and growing.Visit Just Minding My Business Media™ LLC at https://jmmbmediallc.com/ to learn how we can support you in getting more visibility on your products and services. 

Liquid Lunch with The RWA: Customer Care by WNHH Community Radio

Desiree Grace is the Vice President of Sales and Customer Care for the Americas for Mersen and Andrea Olson is an Author and Customer-Centricity Expert. 

In this illuminating episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Justin Michaud, Director of Customer Care at Life360, to explore the cutting-edge world of AI in customer support. Justin shares his experience leading a team that supports multiple products, including Life360, Tile, and Geobit, and how they've revolutionized their customer service approach using AI.The conversation dives deep into the practical applications of AI in customer support, with Justin revealing that their AI agent handles a staggering 180,000 conversations per month compared to 20-25,000 by human agents. He discusses the strategy behind implementing AI for initial customer contact, emphasizing its effectiveness in handling FAQ-type inquiries while preserving human interaction for more complex issues. Justin also addresses the challenges of customer trust in AI systems and how continuous improvement and dedicated management of these tools are crucial for success.One of the most fascinating insights from the episode is Justin's perspective on the evolving roles within customer support teams. He explains how AI is eliminating lower-level tasks, allowing human agents to focus on more complex, high-touch interactions. This shift is changing the hiring landscape, with a growing emphasis on AI literacy and the ability to leverage tools like ChatGPT in daily work. If you're a CX leader, CS professional, or anyone interested in the future of customer support, this episode offers invaluable insights and practical takeaways. Don't miss out on this engaging discussion. Tune in now to stay ahead of the curve in AI-driven customer service!

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen, and Andrea Olson is an Author and Customer-Centricity Expert.

Not sure if your horse really needs supplements? You're not alone. In this episode of the Horse HealthCast, we're talking about common nutrient gaps in the equine diet, how (or if) you can test for deficiencies, and what supplements experts find themselves recommending again and again. We'll also be interviewing one of our fantastic Customer Care team members, and you won't want to miss the very last segment.Giveaway BlogGiveaway Form

AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust. In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CEO of Cyara, about how Cyara's AI-powered customer experience assurance platform helps enterprises continuously test, monitor, and validate every interaction before it reaches the customer. We cover: ✅ How to scale AI without sacrificing trust ✅ Building guardrails for compliance and transparency from day one ✅ Preventing silent failures that cost millions

Customer Care's Evolution From Cost Center to Profit Center  Shep interviews Sowmyanarayan Sampath (known simply as Sampath),  Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares  his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can you turn your call center from a cost center to a profit center?  Why should companies invest in improving customer experience?  How can organizations use customer feedback to enhance their products and services?  Why is it important for leadership to be accessible to customers when addressing service issues?  How can proactive customer service resolve complex issues more efficiently?  Top Takeaways:    Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it's reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product.  Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don't have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family.   First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That's why having a "customer champion" inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers.   Being "customer first" means making sure every channel, whether it's digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what's easiest for them and have a great experience every time, it contributes to creating a flawless experience.  AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly.   Retail isn't dead. It's just become impersonal for many customers. However, if you create a store experience that's good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again.  Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term.  Quote:   "When a customer reaches out to us, they don't reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher."    About:     Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that's the largest in the U.S., generating over $103 billion in annual revenue.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome to Industry Spotlight—a focused series hosted by Sam D'Arc, highlighting standout dealerships and innovative companies, and exploring the trends driving success in today's automotive market. Today, Sam sits down with Scott Traylor, Vice President of Sales at Mia, and Tom Eggers, CMO of Covert Auto Group. This episode of the Car Dealership Guy Podcast is brought to you by Mia: Mia - Your 24/7 AI receptionist who speaks like a human, not a robot. No more "press 1" - just natural conversations for sales, service, and support. She handles everything from car shopping to appointment scheduling in multiple languages, while integrating with your systems. Never miss another lead. https://carguymedia.com/4lgIJje Need help finding top automotive talent? Get started here: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.cdgrecruiting.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Interested in advertising with Car Dealership Guy? Drop us a line here: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://cdgpartner.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Interested in being considered as a guest on the podcast? Add your name here: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://bit.ly/3Suismu⁠⁠⁠⁠⁠ Topics: 01:44 What drove Covert's record success? 03:04 Biggest digital lead challenges? 03:56 Why phone calls frustrate dealers? 07:59 How AI improves call management? 14:03 Overcoming AI implementation hurdles? 20:39 Best proactive problem-solving tactics? 24:33 Measuring AI's dealership impact? 26:54 AI demo - how convincing? 31:51 Future AI applications in auto? Check out Car Dealership Guy's stuff: CDG News ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://news.dealershipguy.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ CDG Jobs ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://jobs.dealershipguy.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ CDG Recruiting ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.cdgrecruiting.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ My Socials: X ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠x.com/GuyDealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Instagram ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠instagram.com/cardealershipguy/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ TikTok ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠tiktok.com/@guydealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ LinkedIn ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠linkedin.com/company/cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Threads ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠threads.net/@cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Facebook ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠facebook.com/profile.php?id=100077402857683⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Everything else ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ This podcast is for informational purposes only and should not be relied upon as a basis for investment decisions.