Podcasts about customer care

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

Stuart Borthwick | Doing the right thing: Customer care, community and forging real client relationshipsIn this episode of Just Covered, we meet Stuart Borthwick from Dartmoor Financial LLP – an adviser working in mortgage, equity release and estate planning for over 20 years, and specialist in later life lending. Working for a family-run, independent firm operating on the edge of Dartmoor, Stuart has a unique story. But what comes across most during our 45-minute chat is his genuine passion and enjoyment for his work. He puts proud emphasis on integrity, people-first advice, community and building real long-term connections with clients. It's a heart-warming, yet insightful discussion.This episode also covers:· Rethinking client vulnerability, Consumer Duty and avoiding longstanding assumptions about what makes clients vulnerable.· Community networking and the importance of building a community of financial support that can enhance your offering to clients. · Knowledge sharing and moving beyond the traditional client-adviser relationship to build meaningful and lasting connections with customers. 

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intersection of sports fandom and the business of contact centers, particularly focusing on business process outsourcing (BPO). They explore the reasons companies choose to outsource their customer service operations, the challenges involved, and the evolving landscape of the BPO industry. The discussion emphasizes the importance of understanding core competencies, cost savings, and the need for competent consultants in the BPO space.     Takeaways The NBA Finals can evoke strong emotions and rivalries. BPOs are third-party services handling customer interactions. Cost savings is the primary reason for outsourcing. Companies often outsource to focus on their core competencies. Successful outsourcing requires understanding what to delegate. BPOs can leverage scale and technology for efficiency. Choosing the right outsourcing partner is crucial. AI is changing the landscape of customer service. Consultants with deep contact center experience are valuable. The BPO industry is evolving to include more tech services. Chapters 00:00 NBA Finals and Personal Rivalries 01:15 Understanding BPOs and Contact Centers 02:26 The Decision to Outsource 03:35 Implementing Outsourcing Strategies 06:25 The BPO Industry's Shift to AI 08:07 Core Competencies in Outsourcing 10:52 Final Thoughts on BPO and Customer Care

Sur Regard Client Le Podcast, l'été 2025 sera rythmé par des interviews.

Episode Notes Airacast July 2025 Convention Time! July means it's time to hit the road for the conventions of the American Council of the Blind and the National Federation of the Blind. Jenine Stanley and Everette Bacon go over everything you'll need to know from traveling to and from Dallas andNew Orleans to where we are in the respective exhibit halls and when you can catch our workshops, plus a convention deal from the Customer Care team. But wait! There's more! It's “Aira on the Go!” With our Q3 Giveaway. Find out what you could win just by using one of our transportation-related offers.  Check out the ACB National Conference and Convention at https://acbconvention.org. Check out the NFB convention at https://nfb.org/convention.  Learn more about visual interpreting at www.aira.io. Question or comments about this podcast? Email us at airacast@aira.io. Find out more at https://airacast.pinecast.co This podcast is powered by Pinecast.

Join Jim Tretow as he hosts this week's episode of The Bullring, with guests Cole Butcher, Chase Pinsonneault, and more.If you have an issue or a question, please contact our Customer Care team at support@racingamerica.com

In this episode of the Behind the Breath podcast AARC member Maria Madden, RRT, RRT-ACCS, FAARC, respiratory education coordinator at the University of Maryland Medical Center sits down with Vice President of Membership and Customer Care, Monique Kimmel to discuss Maria's passion for education, advocacy, the future of respiratory care and the importance of building meaningful professional relationships early on in your career. Additional ResourcesAARConnect Mentor CommunityBehind the Breath with Maria Madden videoSend us a textSupport the show

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.

Tu as le droit.Tu as le droit d'en avoir assez des « il faut », « tu devrais » et des stratégies ultimes pour réussir aujourd'hui parce que demain, ce sera trop tard.Entreprendre n'est pas un long fleuve tranquille.Entreprendre n'est pas un sprint, mais un marathon où la culpabilité et l'indécision peuvent vite te ralentir.Je te propose un épisode déculpabilisant sur Regard Client Le Podcast.C'est un rappel important pour oser entreprendre à ta façon et choyer ton client comme tu le préfères.Bonne écoute et pense à préserver la qualité de ton expérience client !--Hello ! Moi, c'est Janet ✨ Consultante et designer d'expérience client.Empathie, créativité, esprit d'analyse, des valeurs qui transparaîtront dans ce podcast. Hey oui ! Ma zone de génie, à moi, consiste à me mettre dans la peau de ton client pour t'aider à capter son attention et à la garder. -- Regard client, c'est le podcast qui aborde l'expérience client telle qu'elle est réellement :  un point de vue client et non business.  « Mets-toi dans la peau de ton client et pars à la découverte de ton business. » --Prends rdv ici pour que je puisse t'aider à fidéliser tes clients autrement:https://tidycal.com/regardclient/fais-moi-decouvrir-tes-challenges-business L'épisode t'a plu ?⭐Laisse-moi un commentaire sur ta plateforme préférée. C'est le meilleur moyen de soutenir le podcast.Et pour plus d'informations :

How Samsung Turns Customer Service Calls into Opportunities for Customer Delight  Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a brand turn customer service interactions into opportunities for brand loyalty?  What are the benefits of proactive customer service?  How does smart technology enhance the overall customer experience?  What role does customer feedback play in improving the overall service experience?  How can artificial intelligence enhance the role of customer service agents?  Top Takeaways:    Every customer interaction is an opportunity to turn someone into a loyal fan, even a promoter of your brand.  Customer service shouldn't just be about fixing problems. It should also be about preventing them. Customer care doesn't always have to be reactive. By using technology to anticipate problems, brands can identify and resolve issues even before customers becomes aware of them. For example, Samsung's smart appliances can alert you to issues like a fridge getting too warm and even schedule a repair before your food goes bad.  Loyalty can be built through customer service, even when it comes after a problem or a negative experience. When customers have a great experience getting help, and their problems are solved quickly, they are more likely to buy again and recommend the brand to friends and family.   Mark also shares his three core principles: Speed, Simplicity, and Service.  Speed: Reduce the time it takes to fix a customer's issue. The sooner you solve the problem, the happier and more loyal your customers become. (In the U.S. Samsung's repair network now covers 99% of the U.S. for consumer electronics, and 81% of Americans are within just a 30-minute drive of same-day mobile service.)  Simplicity: Remove confusing policies, eliminate unnecessary steps, and actively listen to employees and customers for ideas on how to simplify processes.   Service: When you design experiences that put customers first, understand their needs, and effectively solve their issues, you will attract lifelong customers who will continue to buy from you because they know they can trust you, even when something goes wrong.  Create easy ways for employees to share their thoughts and observations on what could be done better. Frontline workers know firsthand which policies and processes work and which ones frustrate customers.   AI works best as a tool that helps people, not as a replacement for them. It empowers staff to focus on understanding customers and resolving their issues, while AI provides instant and relevant information that accelerates the process and enhances accuracy.  Customer service is an income-generating department. Reliable products are important, but it's the extra mile in service that makes people choose to do business with a brand again and again.   Plus, Mark shares why more than half of Samsung's customer care team in the U.S. has been with the company for over 10 years. Tune in!  Quote:   "Get to customers quicker and solve their problems before they even know they have a problem."    About:    Mark Williams is the Head of Customer Care at Samsung Electronics America. His work centers on proactive solutions that help customer service teams address issues quickly and efficiently.    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

Jim Tretow hosts The Bullring with guests Austin Nason, Camden Murphy, Brendan Lushes and Adam Mackey!If you have an issue or a question, please contact our Customer Care team at support@racingamerica.com

Ever wonder what half a billion minutes of AI-powered customer service actually sounds like?  On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues. This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It's set up to handle an emergency roadside service scenario, just like the Replicant AI agents that have automated millions of calls for North America's largest roadside assistance providers. Learn why this is a "now or never" moment for voice automation, and how AI can drive massive cost savings while boosting customer satisfaction. We tackle everything from empathy to human + AI handoffs! This episode is sponsored by Replicant. Ready to experience it yourself? You can talk to Replicant's AI agent right now: 

Et si l'été devenait ton meilleur allié pour fidéliser tes clients ?Dans cet épisode, je t'invite à repenser ta relation client à travers un prisme inattendu : la magie estivale.Tu vas pouvoir booster l'expérience client dans ton entreprise, faire une entorse à ton parcours client si bien pensé en créant un lien émotionnel grâce à une touche d'attention sincère pour marquer les esprits.Pas besoin de promos agressives ou de relances à répétition. Fais mieux que les soldes de l'été. Mise sur l'effet waouw pour être mémorable aux yeux de tes clients.Au programme de l'épisode 46 de Regard Client Le Podcast :Pourquoi l'été est une opportunité sous-estimée pour fidéliser ?Comment adapter ton expérience client avec subtilité et impact ?3 leviers simples pour créer de l'attachement à ton entreprise.Une fois n'est pas coutume, je m'inspire des 5 langages de l'amour (oui, oui) pour te donner des idées concrètes à appliquer dès maintenant, que tu vendes en ligne, en boutique ou depuis ton bureau.Que tu sois solopreneuse, e-commerçante ou freelance, cet épisode va t'aider à poser les bases d'une fidélité durable, humaine, vraie, et rentable.Bonne écoute et pense à préserver la qualité de ton expérience client !--Episode à écouter absolument :22. Comment épater tes clients grâce à Gary Chapman ?--Hello ! Moi, c'est Janet ✨ Consultante et designer d'expérience client.Empathie, créativité, esprit d'analyse, des valeurs qui transparaîtront dans ce podcast. Hey oui ! Ma zone de génie, à moi, consiste à me mettre dans la peau de ton client pour t'aider à capter son attention et à la garder. -- Regard client, c'est le podcast qui aborde l'expérience client telle qu'elle est réellement : un point de vue client et non business.  « Mets-toi dans la peau de ton client et pars à la découverte de ton business. » --Prends rdv ici pour que je puisse t'aider à fidéliser tes clients autrement:https://tidycal.com/regardclient/fais-moi-decouvrir-tes-challenges-business L'épisode t'a plu ?⭐Laisse-moi un commentaire sur ta plateforme préférée. C'est le meilleur moyen de soutenir le podcast.

When a major air traffic outage briefly paralyzed operations at Newark Airport, United Airlines found itself at the center of the storm. CEO Scott Kirby joins Rapid Response to explain how the crisis unfolded — and why even he was surprised by the level of attention it received. Kirby shares his perspective on the state of U.S. air safety, United's new partnership with JetBlue, and why the airline is backing what he calls “the plane of the future.” He also opens up about the rollout of Starlink Wi-Fi and gives exclusive insight into why United's check-in deadlines have been in flux. It's a candid look inside one of the world's largest airlines, navigating turbulence in more ways than one.Visit the Rapid Response website here: https://www.rapidresponseshow.com/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Behind the Breath, Marjorie Cullinan, MSHA, RRT, RRT-NPS, RPFT, Operations Manager of Pulmonary Function Testing at Yale New Haven Hospital, sits down with AARC Vice President of Membership and Customer Care, Monique Kimmel to discuss the importance of AARC resources and networking in the Diagnostics Specialty Section, her journey in adult and pediatric respiratory critical care, and how her mentors help shape her career.Additional Resources AARC Diagnostics Specialty SectionBehind the Breath Video with Marjorie Cullinan and Monique KimmelSend us a textSupport the show

In this episode of 'Inside the Rails,' hosts Simon Double from Solario Racing and Phil Boyle from BG Racing discuss their recent trip to Newbury races with last month's guests, Childwickbury Stud. Their guest, former jockey and current bloodstock consignor Jamie Railton, shares his journey into horse racing, his perspectives on syndication and shared ownership, and why he feels that everyone should focus on improving their customer's experience. The hosts also review recent racing events, including the Derby and Oaks trials, and preview the big races. Simon also adds to his horses-to-follow list.   00:00 Welcome and Introductions 00:48 A Day at Newbury Races 04:07 Updates from BG Racing and Solario Racing 05:48 Racing Highlights, Previews and Horses To Follow 14:06 Special Guest: Jamie Railton 27:51 Concluding Thoughts and Farewell   Useful links mentioned in this episode: www.solarioracing.com  www.bgracingsyndicates.co.uk  www.jamierailton.com      Contact the hosts: Phil Boyle: phil@bgracingsyndicates.co.uk  Simon Double: info@solarioracing.com   Follow us on Twitter/X - @InsideTheRails Follow Solario Racing on Twitter/X - @officialsolario Follow BG Racing on Twitter/X - @bgrsyndicates Follow Jamie Railton Sales Agency on Twitter/X - @jamierailton

Jim Tretow hosts The Bullring with guests Derek Kraus, Tim Bryant, and Kyle Crump.If you have an issue or a question, please contact our Customer Care team at support@racingamerica.com

Today's interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk's recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey with Lush from starting work in one of their shops to now managing the global customer care team that covers 24 markets, 15 different languages, and another 20 partner markets. This interview follows on from my recent interview – Omnichannel was a myth – Interview with Gaurav Passi of Zingly – and is number 541 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Jim Tretow hosts The Bullring with guests Casey Johnson, Ty Fredrickson, Brendan "Butterbean" Queen, and Jackson Joiner with his dad Junior Joiner.If you have an issue or a question, please contact our Customer Care team at support@racingamerica.com

In this eye-opening episode of The Off the Clock Show, Shawn Gervais and Marshall Hill dig deep into the mindset that separates high performers from the excuse-makers. Whether it's blaming the economy, small-town limitations, or a slow season, excuses are the weeds in your business garden — and it's time to pull them.Through lively metaphors and real-world examples, the duo breaks down:How to identify underperforming team members before they tank your cultureThe importance of timing and teamwork — in business and in the gardenWhy “just showing up” isn't enough anymoreHow Canada's shifting sports culture parallels evolving business trendsStrategies for building trust, enhancing your mission statement, and keeping your team alignedWhy product and service expansion isn't optional — it's survivalAnd most importantly, how consistency and transparency drive real, lasting growthThis one's for the no-nonsense entrepreneur who's tired of babysitting and ready to build an all-star team.TakeawaysGardening requires timing and teamwork.Sports culture in Canada is evolving with new interests.Excuses can hinder business growth; focus on solutions instead.Consistency in operations leads to better performance.Evaluating staff performance is crucial for business health.Adding products can enhance service offerings.Trust issues can arise in business relationships; transparency is key.Mission statements should reflect company values and culture.Community engagement is vital for business success.Business growth requires continuous evaluation and adaptation.Chapters00:00 Introduction and Fresh Perspectives on Gardening03:02 Soccer and Sports Culture in Canada05:48 Excuses in Business and Overcoming Challenges09:02 The Importance of Adaptability in Business12:12 Innovative Business Strategies and Product Offerings26:54 The Importance of Vision and Mission in Business27:44 Core Values Over Mission Statements30:50 Consistency as a Key to Success32:46 Customer Care as a Business Foundation35:37 Observing Staff Dynamics for Improvement41:54 Evaluating Staff Performance and Energy Levels46:06 The Reality of Business Ownership52:55 Taking Control and Avoiding Mediocrity

Episode 281: What do the Pope, memory care planters, and your favorite steakhouse have in common? More than you think. In this episode, Lori and Vonda take a thoughtful (and often funny) dive into recent global events—the passing of Pope Francis and the election of Pope Leo XIV —and what it reminded them about unity, leadership, and the power of actions over words. From emotional crowd scenes to boutique service lessons, and even Bob “watering” the garden box, this one's packed with reflection, humor, and a few truths we all need to hear.Register Here for the Webinar: Weed out worry, Grow your knowSponsored by: Flower CliqueFlower Clique Prep SchoolReal Life Retail Florist

Sheryl Mays is the founder of Rising and Shine and Lean Six Sigma Black Belt who helps organizations transform their customer service into exceptional experiences that build lasting loyalty.Through her dynamic training sessions and workshops, Sheryl draws from over 20 years of leadership experience to help companies turn customers into brand advocates. Her approach combines data-driven methodology with strategic communication to create measurable results.Sheryl's journey from frontline roles to vice president while training over 4,000 professionals across 80 organizations demonstrates her deep understanding of customer relationships. Her success in facilitating 200+ workshops annually while maintaining her passion for connecting with diverse audiences shows how focusing on customer excellence can drive both growth and profitability.Here's where to find more:Website: https://www.risingandshine.com IG: https://www.instagram.com/TheSherylMaysYT: https://www.youtube.com/TheSherylMaysLinkedIn: https://www.linkedin.com/in/sherylmaysPersonal FB: https://www.facebook.com/sheryl.mays.58___________________________________________________________Welcome to The Unforget Yourself Show where we use the power of woo and the proof of science to help you identify your blind spots, and get over your own bullshit so that you can do the fucking thing you ACTUALLY want to do!We're Mark and Katie, the founders of Unforget Yourself and the creators of the Unforget Yourself System and on this podcast, we're here to share REAL conversations about what goes on inside the heart and minds of those brave and crazy enough to start their own business. From the accidental entrepreneur to the laser-focused CEO, we find out how they got to where they are today, not by hearing the go-to story of their success, but talking about how we all have our own BS to deal with and it's through facing ourselves that we find a way to do the fucking thing.Along the way, we hope to show you that YOU are the most important asset in your business (and your life - duh!). Being a business owner is tough! With vulnerability and humor, we get to the real story behind their success and show you that you're not alone._____________________Find all our links to all the things like the socials, how to work with us and how to apply to be on the podcast here: https://linktr.ee/unforgetyourself

What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts? At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human. On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineering, and AI at Zendesk, about how they're building AI that scales globally and enhances every human interaction it touches.

In AARC's latest AARC Perspectives Podcast - Behind the Breath: A Day in the Life of a Cancer Care RT, we are joined by Michelle Rausen, MS, RRT, RRT-NPS, RRT-ACCS of Memorial Sloan Kettering Cancer Center and AARC VP of Membership and Customer Care, Monique Kimmel. Michelle discusses her insights, the emotional and psychological aspects of her work, why RTs in cancer-specific care are so critical, and how AARC is helping to bring the cancer care community together. Additional Resources:AARC Connect Cancer Care CommunityYouTube Live RecordingAbout our guest - Michelle Raussen, MS, RRT, RRT-NPS, RRT-ACCSSend us a textSupport the show

Marc Helm calls for mortgage servicers — and businesses everywhere — to prioritize customer care over hidden fees and short-sighted revenue grabs.

Join hosts Shawn and Joni Wolfswinkel on this insightful episode of Inside The Wolf's Den as they sit down with successful insurance strategist and agent, Luis Landin, from Goosehead Insurance in Spring, Texas. With a passion for client care and leveraging cutting-edge technology, Luis has carved out a reputation for delivering personalized coverage solutions quickly and efficiently, backed by the highest-rated service team in the industry. In this episode, Luis shares his inspiring journey into the insurance world, revealing what drew him to the profession and how his commitment to client satisfaction drives his success. He offers a behind-the-scenes look at Goosehead Insurance, highlighting what sets it apart from traditional providers—innovative technology that allows him to shop dozens of "A" rated insurance companies in just minutes, ensuring his clients get the best coverage at competitive prices. Luis emphasizes the importance of personalized service, meticulously reviewing options to tailor policies that meet each client's unique risks and desires. The conversation deepens as Luis discusses emerging industry trends, the challenges insurance agencies face today, and how technology and customer-centric approaches are shaping the future of insurance. He also shares personal insights on what motivates him, advice for aspiring insurance professionals, and resources that have influenced his career trajectory. Whether you're a seasoned agent or curious about the insurance industry, this episode offers valuable strategies, industry insights, and inspiration from a true leader in the field. Tune in to learn how Luis Landin is redefining client care and what's next for his thriving career. Don't miss this episode packed with actionable advice and industry secrets—exclusively on Inside The Wolf's Den!   Luis Landin, Goosehead Link: https://www.goosehead.com/agents/tx/spring/luis-landin/ Luis Landin, Email: luis.landin@goosehead.com

Brought to you by Diesel David and Main Street Warriors In this episode of Cherokee Business Radio, Joshua Kornitsky interviews John Daniels III, Craig Reidy and Charlie Darrien. John discusses the importance of educating clients about Medicare and life insurance, emphasizing empathy and community involvement. Craig shares the history and culture of his family-owned plumbing business, focusing on […] The post The Art of Customer Care: Why Empathy Matters in Business Success appeared first on Business RadioX ®.

It's already a fan favorite episode featuring our own Mary Kay Golec, one of GSNI's beloved Resource Specialists! Mary Kay walks us though GSNI's Customer Care department and our Resource Centers for a unique and entertaining view on why everyone—even non-Girl Scouts— should visit a Resource Center for a wonderful, educational, and FUN experience! 

What happens when the software platform running your entire business suddenly crashes and stays down for weeks? For cleaning business owners using Booking Koala, this nightmare scenario became reality in what can only be described as a customer service catastrophe.We pull back the curtain on this ongoing crisis that has left service-based businesses unable to book clients, process payments, or maintain their websites for over two weeks. The true failure, however, isn't just technical – it's the stunning lack of communication, empathy, and accountability from the company during a critical moment.The conversation goes beyond just critiquing one platform's mistakes. We explore essential business survival skills including having contingency plans, knowing how to "pivot" when systems fail, and maintaining old-school backup methods that don't rely on technology. Many businesses found themselves completely paralyzed because they had no alternative systems in place – a dangerous vulnerability in our technology-dependent world.Customer service emerges as the real differentiator between businesses that thrive and those that collapse under pressure. We discuss practical approaches to handling customer complaints, the importance of taking ownership even when problems aren't directly your fault, and why accessibility (yes, having an actual phone number people can call!) still matters tremendously.This episode serves as both a cautionary tale and a masterclass in crisis management. Whether you're running a cleaning business, a software company, or any service-oriented enterprise, these lessons in transparent communication and customer-first problem solving can mean the difference between weathering a storm or becoming another business failure statistic.Listen now to ensure your business never falls into these devastating customer service traps!Join my email list and get a free mini course: https://klean-freaks-university.newzenler.com/f/welcome-to-klean-freaks-university-1Send us a text It can be crowed when trying to figure out who you are going to learn from Up your cleaning game, join over 6000 Cleaning Business Owners most of whom are located here in the United States. Support the showQuestions? Feel free to reach out!Shannon Miller: cleaningbusinesslife@gmail.com Join my FB Group: https://www.facebook.com/groups/1583362158497744YouTube: https://www.youtube.com/channel/UCIjMz_-9YyiFvNVIgb61iYgSee Shannon's latest courses: www.KleanFreaksUnversity.com

Am fost bucuroasă să-l am din nou alături pe Lorand Soares Szasz, unul dintre oamenii care mi-au marcat profund cariera și pe care îl consider un mentor, într-un nou episod despre #GândireFăcutăVizibilă. Am vorbit cu el despre Antreprenoriat, Marketing și Vânzări, pasiuni comune, și am disecat subiecte de care ne ciocnim zi de zi, de la cine este clientul nostru ideal, cum ne poziționăm corect pe piață și cum ne diferențiem, cum vindem eficient sau cum ne păstrăm clienții fericiți. Dar, dincolo de sfaturile practice, mi-am dorit să vă convingeți de faptul că și antreprenorii despre care credem că le știu pe toate, cum e Lorand, trec prin momente de vulnerabilitate, prin suișuri, dar și prin coborâșuri. Fac greșeli, trag concluzii, se repoziționează, merg mai departe.Este o discuție autentică și profundă, fără filtre, plină de lecții de viață și de business, pe care merită să o asculți până la final, unde vei afla detalii despre unul dintre cele mai noi programe create de Lorand și echipa Upriserz, pe care îl găsești și accesând

Transforming One-Time Buyers into Lifelong Clients: Building Lasting Customer Relationships for Sustainable Growth Question: Zoltan asks, “I recently came across your co-hosted podcast, Sales Logic, and have been enjoying the insights you share. This year, I'm focused on developing stronger sales skills within the AEC professional services industry in Europe. I would love to learn from you—which three books would you recommend to help me on this journey? I've completed Dale Carnegie's sales training and really connected with its client-centric approach. Many thanks in advance for your recommendations! Wishing you a great day.” Book: What Great Sales People Do by Michael Bosworth

Transforming One-Time Buyers into Lifelong Clients: Building Lasting Customer Relationships for Sustainable Growth Question: Zoltan asks, “I recently came across your co-hosted podcast, Sales Logic, and have been enjoying the insights you share. This year, I'm focused on developing stronger sales skills within the AEC professional services industry in Europe. I would love to learn from you—which three books would you recommend to help me on this journey? I've completed Dale Carnegie's sales training and really connected with its client-centric approach. Many thanks in advance for your recommendations! Wishing you a great day.” Book: What Great Sales People Do by Michael Bosworth

On this episode of Peachtree Corners Life, host Rico Figliolini sits down with Dr. Aristo Shyn, owner of Link Dental Care, to discuss his journey from corporate dentistry to running a thriving private practice.  Key Takeaways & Highlights:From Corporate to Private Practice – Why Dr. Shyn left corporate dentistry to build his own patient-focused practice.The Power of Technology in Dentistry – How 3D imaging, digital scans, and upcoming Botox treatments improve patient care.Growing a Business – The challenges of launching and expanding a dental office without prior business experience.Community Involvement – Supporting local schools, charities, and offering free dental makeovers.Balancing Work & Family – Juggling a growing business while raising two kids.Listen in to learn how Dr. Shyn built a thriving dental practice while prioritizing technology, patient experience, and community engagement!

Transform your perspective with the incredible journey of Ryan Blair, a man who defied the odds to transform his life from a chaotic youth in Los Angeles to a multimillionaire business leader. We uncover how Ryan took the helm at Vysalis Sciences, turning a staggering $6 million deficit into $150 million in revenue in just 16 months, a feat that speaks volumes about his resilience and strategic acumen. His bestselling books, "Nothing to Lose, Everything to Gain" and "Rock Bottom to Rockstar," offer not just stories of survival, but blueprints of entrepreneurial success powered by grit and determination.   Explore the nuances of mentorship and the pivotal role it plays in personal and professional growth. Ryan shares compelling insights into how having seasoned advisors can elevate one's competence and character, illustrating this with his own experience of scaling a vitamin company by leveraging an external sales force model. We discuss the necessity of making tough calls within a business, such as restructuring teams and enforcing zero-based budgeting, to ensure efficiency and success. This episode highlights how strategic mentorship and real-world learning can catapult your career while emphasizing the importance of building a motivated and skilled team to drive a company forward.   Beyond business success, we delve into the personal transformations that shape great leaders. Ryan reflects on the impact of life-altering events, such as his family's struggles with addiction, which led to a renewed commitment to mentorship and service. We highlight the balance between self-care and energy optimization, sharing techniques like meditation and focusing on personal relationships to maintain a healthy input-output balance in daily life. Ending on a thought-provoking note about the reciprocal nature of mentorship, we underscore the importance of gratitude and contributing to your mentor's success, creating a truly fulfilling and symbiotic relationship. Join us for an inspiring conversation that promises to leave you with actionable insights for overcoming adversity and embracing the power of mentorship.   CHAPTERS    (00:00) - From Drug Dealer to Millionaire (12:32) - Entrepreneurial Journey (17:10) - Building Success Through Mentorship and Strategy (21:42) - Strategic Business Turnaround and Efficiency (32:06) - Cultivating Belief and Customer Care (42:29) - Finding Purpose Through Mentorship and Service (46:41) - Personal Energy Optimization and Giving (55:31) - Responsibilities and Benefits of Mentorship (01:00:12) - Seeking Help for Future Success  

How ​do ​you ​manage ​customer ​service ​for ​maritime ​crane ​equipment ​clients ​across ​the ​globe?In this episode of the Seatrade Maritime Podcast, we take an in-depth look at the complexities of customer service in the maritime crane sector with Martin Mathis, General Manager of Customer Service at Liebherr Maritime Cranes.A conversation with Seatrade Maritime News Editor Marcus Hand covers how Liebherr tailors its services to meet the diverse needs of clients worldwide, the challenges of managing customer support across various regions, and the innovative solutions being implemented for future growth.Listen now to learn more aboutUnique aspects of Liebherr's customer service Structuring global customer serviceRegional variations in servicesCollaborating with Mixed Sales CompaniesFuture opportunities – AI and remote monitoringElectrification of Liebherr's portfolioListen to the full episode nowIf you enjoyed this episode, please subscribe to ensure you don't miss our latest uploads. Feel free also to recommend the show to a friend or colleague that you think would enjoy it. For the latest news on the shipping and maritime industries make sure you visit www.searade-maritime.com or subscribe to our newsletter.Connect with Marcus Hand, Editor of Seatrade Maritime News:Follow him on Twitter: https://twitter.com/marcushand1 Connect with him on LinkedIn: https://www.linkedin.com/in/marcus-hand-b00a317/Don't forget to join the conversation and let us know what topics you want us to cover in future on Twitter, Facebook or LinkedIn

Hey CX Nation,In this week's episode of The CXChronicles Podcast #256 we were live at Instant Team's Community Builders Week & CX Virtual Summit based in Southern Pines, NC at their company headquarters. Our guest interviews for this IRL (in-real life) episode included Liza Rodewald (Founder & CEO), Erica McMannes (Founder & CXO), Greg Avallone (SVP of Sales & Partnerships), Amy Price, MBA (SVP of CX), Jennifer Martin & Erica North, both military spouses themselves (Strategic Partnerships Managers), & the one, the only Nate Brown (Co-Founder at CX Accelerator & Head of CX Advisory at Metric Sherpa).   Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of Boutique BPO's look like in today's world. And how they are building an all-in-one hiring platform leveraging the near 12 million US military spouses stationed across the globe. Instant Teams is a mission-driven company committed to supporting and employing the “force behind the force” – US military spouses. In this episode, Adrian chats with the Instant Teams crew about how they are making real social impact, finding remarkable talent, providing their customers instant access to new teammates & building flexible solutions along the way.   **Episode #256 Highlight Reel:**1. Unleashing the power of 12M+ Military Spouses2. Building bridges to companies who want access to this group3. Why Military Spouses Make For Incredible CX & Customer Care talent4. Engaging 75K military spouses ready & primed to join our workforce 5. Around the sun locations at US bases provides global support optionClick here to learn about Instant TeamsClick here to learn about Community Builders Week & CX Summit 2025 Huge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience & BPO space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Rediffusion d'un des épisodes les plus écoutés du Podcast du Marketing.Est-ce que vous savez où se trouve votre meilleure force de vente ? Est-ce que vous savez qu'il y a des commerciaux hors pairs, prêts à convaincre vos futurs clients, et en plus gratuitement. Et qu'ils sont juste là, tout prêt de vous. J'en suis convaincue, votre meilleure force de vente, ce sont vos clients. Parce comme vos futurs clients, ils ont peut-être hésité à passer à l'achat, parce qu'ils vous ont choisi et qu'ils ont fait l'expérience de votre service, parce qu'au final ils sont satisfaits de ce que vous proposez, et surtout parce qu'ils n'ont rien à gagner à dire du bien de vous. Ce que disent vos clients de vous, a une valeur inestimable pour votre activité. Et c'est eux qui mèneront à vous vos futurs clients, qui feront basculer les hésitants, et qui convaincront ceux qui doutent. Une fois qu'on a ça en tête, on comprends facilement l'importance de proposer une service client au top. Mais alors comment fait-on pour s'assurer d'avoir le meilleur service client possible. J'ai demandé à Doriane Baker, du podcast Entrepreneure Care de venir nous expliquer ce qu'est vraiment le customer care, comment ça se passe concrètement au quotidien et quand est-ce qu'on le met en place. Vous pouvez suivre Doriane sur son site , son compte Instagram  ou Linkedin , et vous pouvez écouter son podcast Entrepreneure Care sur Apple Podcast  ou Spotify .Et si vous voulez gagner du temps pour répondre à tous vos messages, vous pouvez utiliser atext . -------------------

BlueCollar.CEO –Stephen Biggs is the President of Doc Dancer Plumbing, Heating, AC, & Generators, a locally owned business with over 75 years of experience. He grew up in the industry working with his father. After spending three years in the US Army, Stephen returned to the industry and has spent 34 years working in manufacturing, wholesale, and contracting. In this week's episode, Ryan and Stephen discuss unique approaches to craftsmanship and customer service.Blue Collar CEO is a podcast that is all about helping you build a better, more profitable, more sustainable & kick-ass home service business. Join Levergy® CEO Ryan Redding each week who will be joined by industry experts who will break down their success stories and give their best-kept secrets for industry domination. You do not want to miss it! Learn more at https://www.bluecollar.ceo/, or https://www.levergy.io.

Join Nick and Candice, Business Development Director at Excavations, as they explore the importance of genuine marketing, integrity in business, and the key to adaptability in a tumultuous year. Gain insights into how Excavations has served Atlanta for nearly 30 years and how to avoid becoming a commodity in today's market. Candice also shares her thoughts on overused marketing buzzwords, the significance of customer care, and much more. Tune in for an engaging and insightful conversation! #MarketingIntegrity #BusinessDevelopment #Excavations #AtlantaRenovations #GenuineMarketing #CustomerCare #Adaptability #AvoidCommodity #MarketingBuzzwords Key Takeaways: Genuine marketing phrases vs. overused buzzwords Importance of integrity and customer care in business Adapting to unpredictable challenges Avoiding the pitfalls of becoming a commodity Marketing Integrity & Adaptability with Candice from Exovations: Insights from 30 Years in Atlantapatreon.com/TheMarketingMadMen: https://www.nick-constantino.com/See omnystudio.com/listener for privacy information.

Magic Mind is offering an 48% off your first subscription or 20% off one-time purchases with code HUMANHR20 at checkout. Go to magicmind.com/HUMANHR⁠⁠ and use codeHUMANHR20In this conversation, Brad Englert discusses the significance of mentorship and relationships in professional settings, emphasizing the importance of building trust and transparency as a leader. He shares personal experiences that highlight how effective communication and genuine care for others' success can foster a positive organizational culture. The discussion also touches on the need for leaders to be adaptable and to prioritize their team's well-being, ultimately leading to a more engaged and productive workforce. Traci and Brad explore the intersection of personal commitments and professional responsibilities, emphasizing the importance of leadership, communication, and customer relationships. They discuss how career choices can be influenced by personal circumstances, the significance of mutual commitment in leadership, and the necessity of managing expectations. The dialogue also highlights the emotional impact of work commitments, the art of asking questions, and the distinction between customer care and customer service. Ultimately, they stress the value of building trusting relationships in both personal and professional contexts.Learn more about Brad and grab a sample of his book here:⁠https://bradenglert.com/bthb⁠Connect with Traci here:⁠⁠⁠⁠https://linktr.ee/HRTraci⁠⁠⁠⁠Chapters00:00 The Importance of Mentorship and Relationships22:02 Building Trust and Transparency in Leadership25:09 Navigating Career Choices and Personal Commitments26:08 The Importance of Leadership and Commitment28:57 Managing Expectations and Communication30:45 The Art of Asking Questions32:48 Emotional Impact of Work Commitments36:52 Prioritizing Customer Relationships40:09 Customer Care vs. Customer Service42:43 Building Trusting RelationshipsDisclaimer: Thoughts, opinions, and statements made on this podcast are not a reflection of the thoughts, opinions, and statements of the Company by whom Traci Chernoff is actively employed.

On this special live podcast, I sit down with Rosie Duffy (Head of Customer Care, ME+EM) and Hannah Bennett (Head of Digital, Paul Smith) to discuss whether post-purchase is your secret CLTV weapon? What did we chat about? how effective post-purchase communication can unlock retention the internal resources you need to craft excellent post purchase experience the interplay between loyalty and post purchase the role of stock experience the tech stack to make this all possible...and a smidge of AI. This podcast is brought to you by our mates at Ingrid.

Episode Notes Last year at CSUN Aira debuted our Access AI feature for image description. We'll take a quick tour of its unique tasks and options. Our “Road to CSUN” episodes will come out every Friday through March 7 so stay tuned! Learn more about Aira at www.aira.io. call our Customer Care team at 1-800-835-1934 or email support@aira.io Find out more at https://airacast.pinecast.co This podcast is powered by Pinecast.

Episode Notes Our look back at 2024 takes us through the many innovations of the past year. From Access AI to work with Meta Ray-Ban Smart glasses, plus our new Access Network partners, Everette and Jenine cover it all. Then we talk about Aira's annual customer survey, the upcoming CSUN conference and our 10th Birthday Celebration!  Join us on January 29 from 2:00pm to 4:00pm Pacific time https://aira.zoom.us/j/89073345341  You can find the event in the Aira Explorer app by tapping on More, then Events and the link for the 10th Birthday.  Comments or questions about the podcast? Email us at airacast@aira.io. Learn more about visual interpreting at www.aira.io or call our Customer Care team at 1-800-835-1934. Find out more at https://airacast.pinecast.co This podcast is powered by Pinecast.

Veronica Richards is the COO at CALLS Contact Center and VP at WW CALLS Canada. She is based in Burlington, Ontario, Canada.  Veronica is also the marketing director of the Mexico Business Club in Toronto. Veronica is originally from Mexico and now works with Mexico from her base in Canada so Peter called her to ask about BPO and CX in Mexico in addition to the attractiveness of the consumer market in Mexico - a market with a population of 128 million people. What opportunities are created by being located so close to the USA and what opportunities are now being created in Mexico itself? https://www.calls.com.mx/ http://www.wwcallscanada.ca/ https://mexicobusiness.club/ https://www.linkedin.com/in/veronica-richards-9b26969/

Today's guest is Mark McLaughlin, Director of Insurance for the Global Industries Unit at IBM. Mark joins us on today's podcast to explore how AI is transforming the insurance industry. With over three decades of experience, Mark dives into the biggest hurdles in today's insurance workflows and highlights why AI solutions are more crucial than ever. Later in the episode, he and Emerj Senior Editor Matthew DeMello unpack the role of AI in addressing evolving consumer demands, such as personalized and proactive risk management, and how insurance companies can better support customers when disasters loom. If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong team of passionate employees ensures every interaction feels personal and meaningful. Mark Williams, Head of Customer Care at Samsung Electronics America, leads the charge in combining innovation and empathy to deliver exceptional customer experiences. Under his leadership, Samsung's approach integrates cutting-edge technology with a culture that empowers employees to go above and beyond for customers. Tune in to discover why customer experience is part of Samsung's DNA and how their approach creates loyalty for life. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insights from her book The Microstress Effect and explores how microstress affects leaders, teams, and customers, while providing actionable strategies to address it. Karen unpacks the impact of these small, everyday stressors and shares practical strategies to reduce their toll. From fostering a customer-centric mindset to creating balance through delegation, boundaries, and self-awareness, she offers actionable insights to empower leaders and transform customer experience. Don't miss this engaging conversation filled with insights to manage stress, inspire teams, and enhance your approach to customer experience. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

Thanks to our Partners, NAPA TRACS, Auto-Fix Auto Shop Coaching, and Today's Class Discover how neuroscience insights can enhance customer relationships, optimize revenues, and create lasting brand loyalty. Matt Fanslow and Dr. David Weiman explain how marketing stimuli affect the brain, revealing a disconnect between conscious responses and subconscious reactions. Learn practical strategies to apply these concepts in your shop, from setting the right ambiance to creating unforgettable customer experiences. Matt Fanslow, lead diagnostician and shop manager, Riverside Automotive, Red Wing, MN. Matt's previous episodes HERE Matt Fanslow Podcast: Diagnosing the Aftermarket A to Z Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. Listen to David's previous episodes HERE Show Notes Watch Full Video Episode Introduction to Neuromarketing (00:00:01) Consumer Biases and Truth (00:05:01) Brain Activity and Marketing (00:06:00) Brand Associations (00:09:03) Impact of Visuals in Marketing (00:12:47) Subtle Influences in Marketing (00:13:19) Cheetos Commercial Case Study (00:14:23) The Power of Rhymes (00:18:40) Actions vs. Words (00:19:37) Instincts and Environment (00:24:57) Dopamine and Consumer Behavior (00:27:35) Creating a Safe Environment (00:31:03) First Impressions Matter (00:33:46) Discussion on Shop Improvements (00:36:31) Creating Emotional Attachments (00:39:19) Storytelling in Marketing (00:41:49) Customer Experience Anecdote (00:42:30) Emotional Memory in Marketing (00:44:08) Innovative Customer Engagement (00:45:52) Importance of Community Engagement (00:47:37) Neuromarketing Insights (00:48:39) Closing Thoughts on Customer Care (00:50:13) Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at