Podcasts about Customer delight

Do you remember the shock ending of The Sixth Sense? The film taps into that mysterious sixth sense—something beyond our usual perception. Similarly, in the world of taste, umami goes beyond salty, sweet, bitter, and sour to create a richer, more memorable experience. But what if businesses could apply this concept to customer experience? In this episode, Aga Szóstek, PhD—author, CX leader, and design expert—shares a powerful framework that parallels umami, helping brands forge deeper emotional connections, stand out in the market, and drive lasting loyalty. Drawing from her work with companies like Google and Philips Lighting, Aga delivers invaluable insights, including:  How to avoid the "syndrome of averaging out" and create a truly differentiated experience The core principles of an Umami Strategy that enhances emotional connection and loyalty How pragmatic values and emotional engagement work together to build lasting customer relationships This conversation is packed with actionable wisdom you won't want to miss!

How can you consistently delight your customers while also providing exceptional value? In business, relationships are everything. Companies prioritizing customer delight set themselves apart, creating lasting impressions and strong customer loyalty.  Stay tuned as Eric shares practical insights and examples to help you surprise, delight, and elevate your customer interactions. The Power of Small, Thoughtful Gestures The answer to delighting customers lies in making personal yet meaningful connections. A memorable experience might come from a simple, thoughtful action. For instance, Eric recalls how a small gesture when traveling– a message about his favorite TV show being available in his hotel room, left him with a lasting impression, proving that even a small effort can make customers feel special. Identifying and Improving TouchPoints To truly delight customers, you need to analyze every interaction with them. Mapping out the touch points throughout the entire customer journey allows you to gain insight into potential areas of improvement. By asking, "What could I have done differently?" business owners can uncover opportunities to surprise their customers, enhance their experiences, and exceed their expectations. Surprising Customers with the Unexpected Routine gestures, like sending a Christmas card, might be well-intentioned but fail to stand out. To make a lasting impression, surprise your customers with something unexpected, like recognizing a personal milestone or commemorating a specific event in their company. That can make a big difference, as those thoughtful touches demonstrate your attention to detail and show your customers that you value them.   Leveraging Expertise for Strategic Value Customer delight also comes from using your expertise to provide additional value. By aligning your services with your customers' goals and strategies, you can shift from being a service provider to becoming their strategic partner.  Customers will appreciate your proactive approach and genuine desire to support their success, and that will strengthen their relationship and build trust. Tough Love and Assertive Support Sometimes, you need to be assertive to help your customers. Offering honest feedback and sharing your expertise, even when that feels difficult, shows that you have their best interests at heart. Taking the initiative to speak up when necessary, even if it means pointing out potential issues, demonstrates your commitment and reliability, which can deepen their trust and improve future outcomes. Bio: Eric Rozenberg Eric is a business builder and the founder of Event Business Formula, the only platform exclusively dedicated to helping and supporting business owners in the Meetings & Events Industry. He has helped thousands of entrepreneurs grow and manage their business better. For two decades in a previous life, Eric has consulted with Fortune 500 companies and produced award-winning sales meetings, incentive trips, product launches, and conferences in more than 50 countries across diverse industries. His podcast, "The Business of Meetings", is the first podcast in the Meetings & Events Industry dedicated to business owners and the largest source of free information with over 240 episodes and fabulous guests. His first book, Meeting at C-Level, is the first book on the Why? of a meeting. It has been endorsed by 20 of the most influential leaders from the corporate and association worlds. His second book, Before It's Too Late, A Love Letter to My Daughters and America, is a story of grit, perseverance, and courage. It describes why and how he and his wife brought their daughters to America and why it is the greatest country on Earth. Eric was the first European to serve as Chairman of the International Board of Meetings Professional International (MPI). Connect with Eric Rozenberg On LinkedIn Facebook Instagram Website  

What causes companies to experience rapid top-line revenue growth? Philippe Bouissou, PhD, provides the answer in this impactful conversation. His framework is brilliantly simple. Identify the four possible areas of misalignment between the company and the customer, then make changes to create alignment. Philippe outlines the four areas and provides concrete examples of each. He also describes one of the world's most successful companies that excels in aligning all four.Philippe has been in Silicon Valley for 33 years. He launched and scaled Apple's eCommerce business from zero to $350 million, working closely with Steve Jobs. Since leaving Apple, he's had success as a CEO, entrepreneur, and venture capitalist, and he's served on the board of 23 companies. He is a growth expert, a TEDx speaker with over one million views, and the author of the bestseller book Aligning the Dots. Today, Philippe is Managing Partner at Blue Dots Partners LLC, a Palo Alto-based advisory firm he founded. The firm is dedicated to solving one problem: helping companies grow faster.  If you're responsible for any part of top-line revenue growth in your company, this episode is a must-listen. And you'll want to pick up a copy of Aligning the Dots, too! You'll discover: Why Philippe said Steve Jobs was the best leader he ever worked withKey lessons Philippe has learned in his leadership journeyThe one question he asks CEOs about their business (and it's not, “What do you do?”)The four axes of alignment required to grow a businessWhy there's a 5th axis that determines the execution of the other fourCheck out all the episodesLeave a review on Apple PodcastsConnect with Meredith on LinkedInFollow Meredith on TwitterDownload the free ebook Listen Like a Pro

Now Is The Time For Customer Delight! Delight is all about creating moments where your user goes, “Wow!” These moments are usually not [directly] revenue-driving (or even core features), but they are the parts of your experience that your user remembers. They're small moments, like confetti animation when a user makes a deposit, a third-party data aggregator seamlessly pulling in data and populating a dashboard or unexpected customization and personalization. Moments of delight breed brand evangelism. How to connect with AgileDad: - [website] https://www.agiledad.com/ - [instagram] https://www.instagram.com/agile_coach/ - [facebook] https://www.facebook.com/RealAgileDad/ - [Linkedin] https://www.linkedin.com/in/leehenson/

In this conversation, Matt Symes discusses the importance of understanding the customer journey and the various touchpoints that businesses have with their clients. He emphasizes the need to identify friction points and improve the overall customer experience. Through examples from different industries, he illustrates how mapping the customer journey can lead to better service delivery and customer delight. The discussion also covers proactive customer success strategies and frameworks for effectively mapping the customer journey to enhance business outcomes. Takeaways Understanding the customer journey is crucial for business success. Identifying touchpoints helps in recognizing friction in the customer experience. Delighting customers can lead to increased loyalty and retention. Proactive customer success strategies can prevent churn. Mapping the customer journey reveals opportunities for improvement. Consistency in service delivery enhances customer satisfaction. Small changes can significantly impact the customer experience. Customer feedback is essential for understanding service effectiveness. The experience provided to customers is more important than the product itself. Engaging with customers at various stages of their journey fosters loyalty.

In this episode of The Lazy CEO Podcast, Jim Schleckser, founder of The CEO Project, discusses the growing field of customer experience engineering alongside Sharon McGuire. The episode explores how companies can design processes that delight customers, turning their experiences into key marketing tools. The hosts emphasize that understanding customers, including segmenting them based on their unique needs, is critical for crafting a successful customer journey. They touch on methods like surveys and qualitative focus groups to gain insights into customer desires, noting that exceptional experiences often come from delivering what customers didn't explicitly request but would love. They highlight the importance of eliminating friction, such as through seamless technology or low-effort processes, like easy car rentals and fast online checkouts, drawing parallels between B2C experiences (like Amazon) and B2B environments.

Explore our Business Central on-demand training courses at https://www.learndynamics.com/    We are all about maximizing Business Central's potential to ensure your customers have a seamless and satisfying journey. In this episode, we dive into Customer Delight 2.0, focusing on how to better support your customers by utilizing the newest system features. We explore key areas such as improved setup options, enhanced role center functionality, efficient data entry methods, and effective error resolution techniques. Learn how we can help you leverage the latest release features of Business Central to enhance your customer experience.  Listen now and start delighting your customers today!

This episode features an interview with Guneet Singh, Vice President of Customer Experience and Care at AppFolio. Prior to AppFolio, Guneet built customer experience, research operations, and business transformation functions to enable scale and meet the hyper-growth needs of companies like DocuSign, GE, and ADP. Today, he leads AppFolio's CX strategy, building and driving sustainable experiences for consumers and businesses by accelerating value realization.In this episode, Kailey and Guneet discuss the role of customer experience in an organization, implementing effective feedback loops, and balancing AI and human interaction.-------------------Key Takeaways:We can use AI to provide instant resolutions to customers. In turn, freeing up agents to have meaningful and empathetic interactions with customers.However, AI isn't a magic tool. You have to understand which tasks are low risk enough to automate and grow from there.AI also allows customers to get support through LLMs while your agents create emotional connections with customers.-------------------“Same agent who was going to provide that instant resolution to the customer now is free or is available to now drive more empathy on the high complex or high painful experience. There are tasks which are highly emotional because we don't give our agents enough time to show empathy or to engage in a very emotional way with the customer. You're creating the time for them.” – Guneet Singh-------------------Episode Timetamps:‍*(02:51) - Guneet's career journey*(07:14) - Trends impacting customer experience*(18:33) - The role of customer experience in an organization*(24:12) - Balancing AI and human interaction*(41:17) - How Guneet defines “good data”‍*(46:24) - Guneet's recommendations for upleveling customer experience strategies-------------------Links:Connect with Guneet on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today's digital-first economy, being data-driven is no longer aspirational. It's necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

In this podcast episode, Derek Sivers, talks about his unique approach to life, discussing his book curation process, travel experiences, and his accidental journey into entrepreneurship with CD Baby. Derek shares his philosophy on money, emphasizing intellectual pursuits over financial gain, and offers advice on customer engagement through personalization. He also reveals his efficient email management system that supports his diverse interests, and much more!TimestampsNote-Making Process (00:01:19)Reading Preferences and Travel Experiences (00:03:15)Music, Entrepreneurship, and Success (00:09:15)Relationship with Money and Entrepreneurship (00:11:48)Customer Delight and Personal Touch (00:19:18)Efficient Communication and Multitasking (00:22:31)Assuming You're Below Average (00:25:09)Feedback Loops and Coaching (00:29:10)Measuring Success in Writing (00:35:34)Hell Yeah or No (00:40:22)Living in New Zealand (00:47:22)Prioritizing Fatherhood (00:49:29)Derek's Links Twitter - https://x.com/siversWebsite - https://sive.rs/How to live - https://sive.rs/hMy Links Podcast: https://lifeselfmastery.com/itunes YouTube: youtube.com/lifeselfmastery Twitter: https://twitter.com/rohitmal 5-day email course: www.enterprisesalesexpertise.com

In this compelling episode of the Convergence podcast, we're talking product strategy with Ben, a seasoned expert creating product roadmaps that lead to customer delight. Ben's journey in the product domain is as diverse as it is fascinating, having started in the early 2000s at eBay under the mentorship of Marty Kagan. He's also a co-founder of Prodify, a company that helps companies become product-driven and a co-author of the influential book "Build What Matters". Ben gave us so many great insights that we decided to break the episode into two parts.  In Part 1, host Ashok Sivanand and Ben explore a wide range of topics crucial for any product leader. From crafting robust product roadmaps and communicating visionary strategies, to the nuances of hiring and managing product teams, this conversation is packed with actionable insights. Ben also shares personal anecdotes and lessons from his experiences, especially intriguing stories from his time at the wearable company Whoop, shedding light on the challenges and triumphs of managing product strategies in a dynamic market environment. Inside this episode... How to drive alignment and insightful conversations with stakeholders that allow a roadmap to emerge How to communicate a roadmap  Should you be concerned about cannibalizing your own products? The role of product teams to create customer value that can be extracted to create business value  How data can be dangerous without a strong vision What to look for on a resume that signals "take a chance on this person" What tools Ben uses to scale up someone's business acumen quickly Subscribe to the Convergence podcast wherever you get podcasts including video episodes to get updated on the other crucial conversations that we'll post on YouTube at youtube.com/@convergencefmpodcast Learn something? Give us a 5 star review and like the podcast on YouTube. It's how we grow.   Follow the Pod Linkedin: https://www.linkedin.com/company/convergence-podcast/ X: https://twitter.com/podconvergence Instagram: @podconvergence

What does your company do?There are many ways to answer this question.Most founders have a really good answer, some have a meandering one.Well, let's just say it's always a compelling answer.This week we have five founders to answer that question on a broader range. They function in very competitive sectors and are successfully making their mark in their respective sectors by innovating and more appropriately reinventing the wheel.First up, we have newly inducted Shark, Radhika Gupta of Edelweiss Asset Management telling us what her company does for its customers, and what she doesn't want her customers to not do through a great example.Next up, we have Lalit Keshre of Groww, who is very clear who the target consumer for his company is. Starting off as robo-advisory and then pivoting into the mutual fund sector and now on their way to become a complete financial services platform.We have another Shark from the Shark Tank panel featured in this episode. Ritesh Agarwal of Oyo Rooms has built Oyo in his own words into a leading global hotel brand. But that's not all it is as he went on to add further.Next up, we have Kartik Jayaraman, who founded Waycool, a food and agritech company  at the age of 40. He started off  with the simple explanation: We're a supply chain company. At our heart that's what we do. After that he got into the nitty gritty of what Waycool does.Lastly, we have Niraj Singh of Spinny, who is busy building in a space that has many competitors, old and new, and he explained how he's servicing the aspirational class of the country by delivering something the competitors couldn't.If you want to read more about our Narrative Workshops – here is who are our trainers, what we do and how we do it. This year, we have a few slots open for companies. Sign up here!Welcome to First Principles—the weekly leadership podcast from The Ken.Let's get started.

Building customer relationships is a foundational pillar of ensuring business success. Over time, as the company's business grows, maintaining this initial touchpoint with each of the customers from a widespread pool of customers serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.  Jonathan Corbin, former Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about  How Hubspot identifies different categories of customers Engaging and nurturing relationships to deliver a great customer experience Team segmentation & secrets to the motivating and progressive culture at Hubspot  Aligning cross-functionality in team “Providing customers a delightful experience is deliberate, it doesn't happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That's NOT true." - Jonathan Corbin Timestamps 0:00- Preview & Intro 2:30 - HubSpot, as a holistic solution for GTM teams 4:27 - Fostering relations with customers across different segments 11:00 - Maintaining company culture 17:00 - Using Hubspot internally 19:00 - Aligning teams cross-functionally 29:42 - Closing #updateai #customersuccess #saas #business ___________________________

Customer delight is instrumental in cultivating robust client relationships, fostering loyalty, and nurturing repeat business, thereby driving heightened client satisfaction and business expansion. In this microsode, Rachel is joined by Jenna Evans, the Brand Concierge and Account Manager at The brandiD, to explore the pivotal role of customer delight in business triumph. Jenna's approach underscores empathy, active listening, and personalized communication, recognizing the imperative of comprehending each client's unique needs, preferences, and communication style. Moreover, the significance of personal and engaging interactions, coupled with thoughtful gestures such as personalized gifts, cannot be overstated in enhancing customer satisfaction. Furthermore, customer delight contributes to employee satisfaction and engagement by empowering team members to take ownership and deliver exceptional service, fostering a culture of commitment and accountability. While quantifying the ROI of customer delight presents challenges, its substantial impact on The brandiD's success is undeniable, evident in elevated client retention, increased referrals, and bolstered brand reputation.  Investing in customer relationships and consistently exceeding expectations holds enduring value for sustainable business growth. Find out how it's done… Quotes "First and foremost, I listen and I make sure that I understand as clearly as I can from their perspective, what they are experiencing, and then I evaluate how I can help them either solve problems or navigate through a challenging time, or listen to what excites them and what motivates them. And then I find ways during our experience to accentuate those things so that they feel heard and seen." "So we had another client that came in. And we were just going to do some light refreshing to her website, and we ended up working so well together with her and her team that we built a friendship and a really solid relationship. And throughout that relationship  I would bring up, “we offer marketing services, you know, retainer services. Have you ever thought of growing this part of your website?” So I will interject thoughts that are appropriate for them and for their business. That really would make an impact because it's authentic."   "Jenna is the best shopper of unique gifts online. So, we always find a way to to thank [referrals] with something that might be special to them." "As a business owner, I can spend an hour with a client and it can get costly when you have a scope of work. So I think that prioritizing that when you are budgeting a project, knowing that will add value to the relationship and have that client come back to you and do more work with you. You factor all those things in when you're estimating your project or the price of your product and know that it is a very important part of your longevity and your customer's experience."

Embark on a journey into the heart of customer experience as Rebecca Blount unveils the power of data in creating unforgettable interactions. Our enlightening chat traverses the secrets of Coterie's success in elevating the mundane to the luxurious, even when it comes to something as everyday as selecting premium diapers. By expertly blending empathy with analytics, Rebecca demonstrates how businesses can achieve growth by making each customer feel like the only customer, with tales of proactive engagement and the magic of personalized responses.As we navigate through the podcast, we delve into the world of 'surprise and delight' programs, sharing anecdotes from my Peloton days and beyond. We uncover the art of offering a bespoke touch that doesn't just reward complaints, but fosters genuine satisfaction and loyalty. With stories of thoughtful gestures that resonate on a personal level, such as sending a toy to a customer's child or a simple gift card to tired new parents, we reveal how these moments of kindness can transform customer relationships and catalyze business growth.

Welcome to a value-packed episode featuring Nicole Leinbach, the seasoned expert behind RetailMinded.com and STIMULATE, a thriving business-to-business sexual wellness trade show.Back in 2023, Nicole saw an opportunity in an untapped market and took the leap. Today, she's here to share her secrets on how you can seize opportunities, align them with your goals, and make waves in the retail world.Nicole's accolades span across renowned publications like The Today Show, Forbes, and Entrepreneur.com. In 2023, WWD honored her as one of the most influential change-makers in social efforts within the retail landscape, all due to her work with STIMULATE.Her insights promise to inspire retailers with advice on how data, research, and marketing can guide your decisions. Nicole also walks us through navigating generational shopping trends, like the importance of staying connected with your older customers while tapping into the interests of newer, younger generations. It's time to think outside the box![04:33] That "aha" moment when Nicole first discovered the untapped potential in the sexual wellness industry[05:55] What were the first steps Nicole took in bringing the Stimulate conference to life?[08:36] The journey of Nicole crafting her conference's brand narrative and executing an impactful marketing strategy[12:20] Nicole's advice for identifying emerging categories so retailers can get creative and diversify their product lines in exciting new ways[16:16] What strategies help independent retailers evolve alongside their customers and why is this insight vital for long-term success in retail?[21:09] How can independent retailers add in some elements of the sexual wellness industry into their store's product lines?[25:33] Nicole's piece of unconventional wisdom that could benefit independent retailers[27:45] What Nicole is excited about for 2024[29:48] Nicole's resilience round[29:57] Best business book[30:26] Best retail technology[30:37] How do you keep up with the ever-changing world of retail?[30:56] What's a retail foundational best practice?[31:07] If you had to start your business all over again, what's one thing you would do differently?[31:36] What does the future of independent retail look like?Episode Links:Connect with Nicole at https://retailminded.com/ Get your tickets to EVOLVE at www.crystalmediaco.com/evolve/Get your tickets to STIMULATE at https://retailminded.com/event/stimulate/ Follow Nicole on Instagram at https://www.instagram.com/stimulatetheshow/ Listen to Evolve Exclusive: Generational Shopping Secrets at https://www.crystalmediaco.com/episodes/evolve-exclusive-generational-shopping-secrets/ Retail 101: The Guide to Managing and Marketing Your Retail Business on Amazon: https://www.amazon.com/Retail-101-Managing-Marketing-Business/dp/0071840141 Oh, The Places You'll Go! on Amazon: https://www.amazon.com/Oh-Places-Youll-Dr-Seuss/dp/0679805273/ 

Christina Garnett, Principal Marketing Manager of Offline Community and Advocacy at HubSpot, shares her hierarchy fo customer delight. Download the free powerups cheatsheet: https://marketingpowerups.com/048

We all have a preferred means of communication – what is yours? Chat? Text? Email? Social media platform messaging or making a call? Jaco chats to AJ De Kock from Contineo about the quest for expanding historical points of contact for customers with your business – big or small. They look at AI as a driving factor to service and transform the existing social channel environment and engagement your business has with customers. Contact AJ or his team to find out more about the Omni Channel Centre, and how you can extend your business onto various platforms to boost your customer interaction and service offerings. Start your connected customer journey today! Catalytic

This is Arete Coach Podcast Episode 1141, with host Severin Sorensen bringing you an exciting episode with Dr. Philippe Bouissou. Philippe, is a man whose multifaceted journey through Silicon Valley is filled with invaluable insights. From being a best-selling author, TEDx speaker, and growth expert to an entrepreneur, CEO, venture capitalist, and board member, Philippe has donned many hats. His book "Aligning the Dots" presents a revolutionary approach to optimizing resource allocation for sustainable, profitable growth. As a managing partner and co-founder of Blue Dots Partners LLC, he focuses on accelerating top-line growth. In his years as a venture capitalist, Philippe evaluated over 2300 startups and witnessed firsthand the common pitfalls that led to their demise. A key realization he shares is the critical importance of focus and self-awareness for a startup's survival and success. This episode dives deep into Philippe's entrepreneurial journey, the eye-opening lessons he gleaned from Steve Jobs at Apple, and the profound understanding that, ultimately, every business is in the business of 'manufacturing and delivering delight' to its customers. We'll also discuss the lessons learned from failures, the humbling experience of studying physics, the crucial role of alignment within teams, the significance of having CEO experience before serving as a board member, and much more. Philippe's career began as the founder and CEO of G2I Incorporated, a UNIX software company later acquired by Matra. He then joined Apple as the director of the Worldwide Internet Commerce Group, where he founded and managed the online Apple Store, catapulting its revenue from zero to 350 million. Post-Apple, Philippe transitioned into venture capitalism and co-managed the Milestone Group, a management consulting firm serving over 220 clients. Throughout his career, he has led 120 management consulting projects with giants like Cisco, Microsoft, SAP, and VeriSign, and served on the board of directors of 20 companies, including the Association for Corporate Growth (ACG). Armed with degrees from Ecole Normale Supérieure in mathematics, a master's in physics, and a Ph.D. in nonlinear physics and chaos theory, Philippe brings a wealth of knowledge and experience to the table. Join us for a stimulating 60-minute cognitive stroll with two new friends, as we traverse through a multitude of topics, each more enlightening than the last. The Arete Coach Podcast aims to uncover the art and science of executive coaching. Learn more about the podcast at aretecoach.io. This Podcast interview was recorded on June 22, 2023. Copyright © 2023 by Arete Coach™ LLC. All rights reserved.

IMAGINE IF YOU KNEW WHAT YOUR CUSTOMERS REALLY WANTED? Welcome to The Festival of Customer Delight, a 90-minute online festival where you'll learn from 15+ experts from across the world of customer research about their greatest tip on customer research, to power you to grow your business. The event is happening online – 2nd October 2023, 1300 UK, 0800 EST. Tickets from FREE to £31.97 - buy at - https://outrageous.link/festivalHear more in this chat from Dave and Giulia from Field Notes Communities and Patrick from Outrageous

In this episode, we explore how AI is transforming customer experiences for healthcare, banking, and telecom sectors. Sundara Sukavanam, Chief Digital Officer at Firstsource Solutions, shares insights on how Firstsource is leveraging AI's role in creating delightful customer journeys. From personalized chatbots to ethical considerations, this podcast offers valuable industry knowledge. Join us to uncover the power of AI in boosting business growth and customer happiness.

​“Simplicity is the ultimate sophistication.” - Leonardo Da Vinci This is one of my favorite quotes. When it comes to marketing, so many of us overcomplicate it at the expense of results. We've got an amazing special guest today, Brian Wallace from Now Sourcing, to discuss simplicity with marketing.

On this episode of Digital Marketing Master, Abby interviews Joe Bresler, Chief Digital Strategist for Rockridge Digital. Bresler discusses his consultancy's approach to helping organizations leverage digital marketing and associated technologies to expand into new markets, increase revenue, improve operating efficiencies, and delight users. He also highlights the importance of understanding customers and prospects to provide better service and achieve customer delight.

Show Notes: A FFP interview with the CEO at Vercel, Guillermo Rauch. Guillermo is a highly accomplished fixture in the web development community with over a decade of experience in the field. He is widely recognized for his expertise and contributions, particularly for creating the popular JavaScript library, Socket.io, which allows for real-time bi-directional communication between web clients and servers. He has also played a key role in the success of several startups as a co-founder. Guillermo Rauch is currently the CEO of Vercel, a platform that simplifies the process of deploying and scaling web applications. Vercel has become a highly popular choice for developers, companies, and organizations to build and deploy their web projects. Throughout his career, Guillermo Rauch has achieved many notable accomplishments, including co-founding LearnBoost and Cloudup. His expertise, leadership, and contributions are recognized as a leader in the industry. Guillermo is frequently invited as a speaker to many conferences and events, and has been featured in multiple publications and media outlets. Hear Guillermo Rauch's perspective on: Promoting Quickly Celebration Culture Sharing Kudos Best Feedback North Star Saying No "Hell Yes!" Decisions Customer Delight And vs Or Products Dismissing React Links: Guillermo Rauch on Twitter Guillermo Rauch's blog Vercel We are currently hiring at Stellate. If you got interested in potentially working with us, please take a look at our hiring page.

Show Notes: A FFP interview with the CEO at Vercel, Guillermo Rauch. Guillermo is a highly accomplished fixture in the web development community with over a decade of experience in the field. He is widely recognized for his expertise and contributions, particularly for creating the popular JavaScript library, Socket.io, which allows for real-time bi-directional communication between web clients and servers. He has also played a key role in the success of several startups as a co-founder. Guillermo Rauch is currently the CEO of Vercel, a platform that simplifies the process of deploying and scaling web applications. Vercel has become a highly popular choice for developers, companies, and organizations to build and deploy their web projects. Throughout his career, Guillermo Rauch has achieved many notable accomplishments, including co-founding LearnBoost and Cloudup. His expertise, leadership, and contributions are recognized as a leader in the industry. Guillermo is frequently invited as a speaker to many conferences and events, and has been featured in multiple publications and media outlets. Hear Guillermo Rauch's perspective on: Unearthing Talent Space To Thrive Fostering Talent Community Building Best Hires Great Product People Product Ownership Well-Defined Ownership Field Insights Working with Large Companies Vercel CLI Spectrum Of Abstractions API-First Companies ChatGPT Promoting Quickly Celebration Culture Sharing Kudos Best Feedback North Star Saying No "Hell Yes!" Decisions Customer Delight And vs Or Products Dismissing React Simple vs Easy Engineering vs Shipping Protecting Crown Jewels Value System Software at Scale Enabling Features Psychological Safety Reverse Engineering Back Porting Typical CEO Day Infrastructure as Code Declarative Systems Driving Change Powerful Metaphors Balancing Focus Trusting Great Leaders Stellar Feedback Colleagues as Customers Finding Exceptional Leaders No or Hell Yeah! Important Heuristic Extremely Curious Scaling Yourself Guillermo's Motivation Owing The Web Customers as Partners Absorbing Insights Actionable Feedback Loops Winning Means… Metrics as Products Guillermo's Personal Evolution Biggest Lessons Improving The World Authenticity & Transparency Links: Guillermo Rauch on Twitter Guillermo Rauch's blog Vercel Next.js Conf 2022 We are currently hiring at Stellate. If you got interested in potentially working with us, please take a look at our hiring page.

Using research from the Verde Group, Dr. Michelli outlines five elements that contribute to customer delight. 

How Customer Experience Can Save Businesses in the Current Economy Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions, a customer experience management platform. She shares how customers are rethinking every relationship and how leaders can make a business valuable enough to remain profitable. Top Takeaways:   ·      Delighting your customers adds value to your business because it is hard to replicate.   ·      Customer delight is systematic. It is not just driven by one aspect like fast delivery or a good product. It means that a customer can interact in many ways with any employee or branch of the company and walk out with the intangible feeling that they got more than expected.   ·      90% of customer service people want to do a good job and delight their customers. However, most leaders are not providing them with the right tools to make it happen.   ·      Good leaders will shine in an economy that is short on skill and capital. They know how to manage people and create a better employee experience, which in turn creates a better customer experience.   ·      Customers are rethinking every relationship. Businesses can no longer take a customer for granted because customers are evaluating their discretionary spending and deciding what is important to them.   ·      Plus Mita Bedi shares what customers are talking about during "BBQ conversations." Tune in! Quotes:  "Businesses are won and lost at the front line. The customer service person is the one that delights the customer."     About:   Mita Bedi is a customer experience specialist, thought leader, CEO, and Co-founder of Resonate Solutions. With more than 20 years of international experience in business consulting, Mita has been part of leading programs that help drive revenue and competitive advantage using customer strategy. 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

Miguel Armaza sits down with Ankur Sinha, Chief Technology Officer at Remitly, a financial services provider for immigrants and their families in 135 countries and one of the leading fintech companies in the remittance space, with offices in Seattle, London, Krakow, Manila, and Managua. Founded in 2011, Remitly went public on the Nasdaq in 2021.We discuss:The long and complex history of remittances and his take on whether crypto will revolutionize and transform the international payments industryJoining Remitly after a long career at Google and Microsoft. What did Ankur learn in big tech and what are some of the key differences between these two companies?The CTO role. What are the most important responsibilities of CTOs and what companies and business leaders should consider when hiring a Chief Technology OfficerExciting trends in the world of Remittances and how his team plans to ride an upcoming wave of growth and innovation… and a whole lot more!Want more podcast episodes? Join me and follow Fintech Leaders today on Apple, Spotify, or your favorite podcast app for weekly conversations with today's global leaders that will dominate the 21st century in fintech, business, and beyond.Do you prefer a written summary, instead? Check out the Fintech Leaders newsletter and join 36,000+ readers and listeners around the world!Miguel Armaza is Co-Founder & Managing General Partner of Gilgamesh Ventures, a seed-stage investment fund focused on fintech in the Americas. He also hosts and writes the Fintech Leaders podcast and newsletter.Miguel on LinkedIn: https://bit.ly/3nKha4ZMiguel on Twitter: https://bit.ly/2Jb5oBcFintech Leaders Newsletter: bit.ly/3jWIpqp

SaLisa Berrien is the founder of COI Energy, a platform that enables customers to monetize their renewable energy resources by buying and selling it back to the grid. Here's what you're going to learn from SaLisa Berrien: How to master partnerships to scale growth quickly How to customize partnerships to that they are high value for every person you work with How to build customer delight as driving forces of your business model and achieve a 0% churn rate (how is that even possible?!?) How to find the right investors that support your business but don't try to take it over Join the tribe: https://www.shegetsshitdone.com/join

Often leaders overcomplicate and clutter the customer experience.  In this episode, Dr. Michelli offers a process for streamlining your customers' journey.

We want our customers to be happy with their purchases but Jessica Hicks DeGraaf (former M.S. student of mine) showed that it was customer delight (not satisfaction) that influenced people to buy a plant again. We revisited her work to better understand the role of plant benefits on customer delight (that feeling of joyful surprise) and making a subsequent purchase. 

DISCLAIMER:  I'm eager for you to hear this content-rich interview with John Goodman.  This was my first taped interview and my sound quality is not up to par. John sounds great. Mine does get better, so stay in there, and thank you for understanding.  #004 Get your pen and paper ready and be prepared to be delighted by John Goodman and Customer Care Measurement & Consulting's research on Customer Delight. For over 40 years John has been measuring customer satisfaction and customer experience (#CX), and even he was amazed by some of the numbers and results.  Did you know that customers and guests can be delighted by digital communication?  We all know the power of the words we choose in an email – the same is true with chatbots and business correspondences. That's just one of the many surprises and dozens of stats we look at in this episode.  John's can be reached at jgoodman@customercaremc.com And to receive a copy of the in-depth article on Customer Delight www.maxineshapiro.com/report  

Samantha Berg, Head Of Design at Chime, one of the fastest-growing financial technology companies in the U.S., offering banking services that are helpful, easy, and free. Samatha shares some of her amazing stories of how her passion of making things for people led her through a path of designing homes to mobile phone keyboards to AR/VR to wearable devices to now Fintech. Sam loves tapping into opportunities to delight people with thoughtful design, she takes cues from daily human interactions to create experiences that are memorable.

Tom Stewart was a journalist for Forbes magazine leading to his breakthrough book Intellectual Capital in 1997. He went on to become editor of Harvard Business Review for six years, and chief marketing officer of Booz & Company. He is now the Chief Knowledge Officer of AchieveNEXT. His most recent book is Woo, Wow, Win: Service Design, Strategy, and the Art of Customer Delight.

Your nonprofit organization may struggle with keeping ongoing donors and in the everlasting search of new donors. Sound familiar? This is called donor churn. Most nonprofits churn 55% of donors annually! Holy Smokes! The thing is, it can cost 50-100% more to get new donors compared to the donations they will give. Yikes! Enter Bonjoro! "Bonjoro is building the world's first Customer Delight platform to help great teams build real relationships with their customers at scale." Simply put, Bonjoro is an amazing platform where your nonprofit can easily connect with donors via video. I use Bonjoro and I love it. It's been a great way that I have been able to send videos to customers and create a personalized relationship with them. In fact, an epiphany came to me one day where I thought... "OMGEE...This would be excellent for nonprofits to build donor relationships!" Clearly I am not the only one who thought this! When I reached out to Bonjoro to have a chat, they pointed me to their amazing nonprofit platform where they do this! Just imagine as soon as a first-time donor gives a donation you get a notification on your phone. ✨ You take a super quick video to thank them by name. ✨ With a tap of the finger the video would be emailed over to them. ✨ All in all, you might have spent two minutes to run a quick thank you video. But the power of that video is HUGE! No downloading the video to upload somewhere else, to only get rejected by their email because the file is too large. Everything is streamlined. There are definitely other ways that your nonprofit can use Bonjoro to boost donor retention. What Matt Barnett and I discuss to Boost Donor Retention ✨How nonprofit organizations can use Bonjoro for fundraising campaigns ✨How nonprofit organizations can utilize video for monthly giving ✨What Bonjoro is and how to use it ✨Why Matt Barnett created Bonjoro ✨Why building relationships is vital for nonprofits ✨The culture at Bonjoro (and the story behind the bears) ✨Bonjoro's 1% pledge and why that inspired me ✨How to work with virtual teams (I know. Seems random, but so GOOD!) ✨How your nonprofit can apply to be considered for a Bonjoro pledge Check out the full episode and where to find Bonjoro: https://grantwritingandfunding.com/199 ✨

Douglas Longenecker is the CMO, CEO, and Chief Collaboration Officer at //NKST, a growth acceleration firm. He is an entrepreneur and leader who specializes in fostering environments of listening, curiosity, and innovation to help businesses and brands evolve. Longenecker is passionate about creating an atmosphere of open possibilities and forging human connections to drive real results. Tara Baumgarten is the Head of Public Relations at //NKST. She has experience providing creative senior counsel to corporations, professional service firms, consultants, authors, and more. As a PR and marketing strategist, Baumgarten specializes in thought leadership, executive visibility, messaging, and customer experience. Patricia O'Connell is the President of Aerten Consulting, a content strategy firm that helps companies define their stories and refine their cultures. She is the co-author of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, alongside Thomas A. Stewart. O'Connell is also the host of This is Capitalism: CEO Stories, a podcast where she discusses entrepreneurship, creativity, and innovation in the free market. In this episode: Customer have more power than ever--which means companies must do more than ever to understand and meet their expectations and to forge relationships that last. To get the latest insights, Thomas A. Stewart invited Douglas Longenecker, Patricia O'Connell, and Tara Baumgarten to join him on The Leading Edge — a place where new ideas emerge and are sharpened, and where leaders look to find the edge that brings success for themselves, their teams, and their enterprises. The customer experience encapsulates everything a consumer sees, feels, and touches — and it's up to companies to design a winning experience strategy across all tiers of their organization--not just in branding, not just in sales or service, but in every place and at every moment where company and customer interact. That's where Longenecker, O'Connell, and Baumgarten come in. With expertise in marketing innovations and relationship-building, they are helping companies meet this new demand for a tailored, defined, and satisfying experience. How? For Longenecker, O'Connell, and Baumgarten, it begins with the employee. Empowering and equipping your employees with the right capabilities, knowledge, and incentives can help them understand what customers expect and equip them to meet those expectations. When you deliver on your brand promises from bottom up and top down, you can create a company that lives and breathes success. In this episode of The Leading Edge, Thomas A. Stewart talks with Douglas Longenecker, the CMO, CEO, and CCO at //NKST, Tara Baumgarten, the Head of Public Relations at //NKST, and Patricia O'Connell, the President of Aerten Consulting, to discuss how to develop customer experiences in a consumer-controlled world. Together, they talk about executing a winning brand strategy, organizing expectations within your company, and exploring new ideas and processes to revolutionize your marketing.

This week on DisrupTV, we interviewed Jacques Attali, Writer, Futurologist and President of the Positive Planet foundation, Peter High, President of Metis Strategy, Host of Technovation podcast, columnist at Forbes, author, and keynote speaker and Asha Aravindakshan, Vice President of Customer Delight & Operations at Sprinklr. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Tomo starts by recommending we always have more than one format ready to go when preparing a retrospective. However, we explore “The Best Story” retrospective format that helps team members talk about their work. In this segment, we also refer to the “mood-graph” (aka Journey Lines for the Sprint).  Do you wish you had decades of experience? Learn from the Best Scrum Masters In The World, Today! The Tips from the Trenches - Scrum Master edition audiobook includes hours of audio interviews with SM's that have decades of experience: from Mike Cohn to Linda Rising, Christopher Avery, and many more. Super-experienced Scrum Masters share their hard-earned lessons with you. Learn those today, make your teams awesome!   About Tomo Lennox Tomo has 20 years experience in project management, both waterfall and Agile. A few years ago he was at David Anderson's first Kanban Conference and has been a fanatic ever since, even though he has lost several jobs as a result of it. Tomo became then an advocate for projection over guessing, and reactive planning. You can link with Tomo Lennox on LinkedIn and connect with Tomo Lennox on Twitter.

Sally and Jen speak with customer service expert John Goodman, Vice Chairman of Customer Care Measurement and Consulting. John has managed more than 1,000 customer service studies and has written multiple books on customer experience. They discuss the newly released Customer Delight study, a first-of-its-kind scientific, large-scale study on customer delight. The study, sponsored by VIPdesk, examines the value of creating delight, what causes customer delight, and how businesses that fail to do this are likely missing out on their most powerful marketing strategy. --- Send in a voice message: https://anchor.fm/path-to-good/message

 In this episode, we dig into how great companies are able to charge a premium that the customer is happy to pay. There's a very simple, clean, and straightforward process that they follow. We will discuss an amazing thing the blue bottle coffee company does. We also cover restaurants and car dealerships. The learnings will apply to other industries too.  

While many Inbound marketers know they have to focus on attracting and engaging customers, there's a final stage of the customer journey that's often overlooked: the delight stage. In this episode of Maiden Voyage, the mermaids are talking all about customer delight— what it is, how to do it and companies who are doing it right!

Today I have the pleasure of sitting down to chat with podcast listener and super-niche course creator Neil Benson. Neil shares about his corporate background, how he became a course creator, his experience with B2B marketing, and why he uses LEGO to explain very complex concepts within his niche. We also discuss how Neil measures... Read More

Today I have the pleasure of sitting down to chat with podcast listener and super-niche course creator Neil Benson. Neil shares about his corporate background, how he became a course creator, his experience with B2B marketing, and why he uses LEGO to explain very complex concepts within his niche. We also discuss how Neil measures... Read More

Conversation with Matt Barnett, the CEO, founder, and "Papa Bear" as he is known at Bonjoro, the world's first Customer Delight platform to help great teams build real relationships with their customers at scale.

You can call this week's guest 'Papa Bear' or Matt - which pretty much gives you a great indication of his personality. Matt Barnett is the CEO (Papa Bear) of Bonjoro. Bonjoro supports businesses in 'sparking meaningful conversations and powerful, lasting relationships with their customers' via personalized videos…but that's just the start. The company is currently building the world's first Customer Delight platform. We.

In episode 41 of the podcast i spoke with Oli Bridge the CMO at Bonjoro about how brands can go that step further and delight customers in a targeted, scalable manner. Delighting customers is a great way to build loyalty and word of mouth, and it really helps show the human side of your brand. It helps connect your employees with customers and helps them view the business on a more individual basis, rather than just looking at spreadsheets and data all day.

In episode 41 of the podcast i spoke with Oli Bridge the CMO at Bonjoro about how brands can go that step further and delight customers in a targeted, scalable manner. Delighting customers is a great way to build loyalty and word of mouth, and it really helps show the human side of your brand. It helps connect your employees with customers and helps them view the business on a more individual basis, rather than just looking at spreadsheets and data all day. But while a Customer Delight program is great, it can't replace a great customer experience generally. You can't plaster over the holes and hope that sending the odd gift out, or sending personalised videos will make up for a bad product. Oli heads up Bonjoro's marketing team. He has worked in SaaS for the last 12 years - his first job was in Customer Success with a media startup, Gorkana, who made a successful exit to Cision for £25m during his time there. After starting and failing with his first solo venture, Oli joined Bonjoro in 2016, sold by the founder's vision to grow Bonjoro into a tool to help every company build personal relationships with their customers at scale. Oli spends his time thinking of new ways to spread the simple ethos of Bonjoro: automate processes, not relationships.

It's our 10th episode and we have a wonderful guest to share with us why delighting customers should be part of our business cultures. Christy and Josephine chat with Matthew Barnett, CEO and Co-founder of Bonjoro about intentionally building a culture of ‘Customer Delight'. Bonjoro is the first digital service that uses personalized video to help businesses to build meaningful and lasting relationships with their customers. Hope you enjoy! Big thanks to Matt for joining us. For more information on Matt's services, you can check out their 14-day trial at: https://www.bonjoro.com/ Please send your questions or comments to josephine@gearedforgrowth.biz

Neha Dadbhawala is the Director of Digital Marketing Operations at McAfee but her professional life began as a flight attendant! This unlikely start got her hooked on the adrenaline solving problems and making things run like clockwork. She shares the lessons from her “crash course in customer delight” that help her plan for the unknown and prepare backup plans to make sure her goal land safely.

If your organisation is stuck, siloed, blocked or just unfocused on human needs this episode is for you.Our Head of Experience and Design explains how anyone can put their organisation on the journey to customer delight. We talk through the tools, processes and know how required to develop a clear concise roadmap for any organisation struggling with the move to the experience economy.We talk about the changes in expectation all around us, how those changes might impact the future and how to take the first steps. The conversation then turns to the structure of discovering what needs to change and how to get the business on-board with the changes. We end talking about how to lock in change and ensure that the work happens.If you have any questions, comments about this or any other episode. Please let us know via tiedtogether@cohaesus.co.uk.

Miles Free & Carli Kistler-Miller review 4 questions for customer delight and how improvements in this critical area can improve business.For Episode Show Notes Visit PMPA's Podcast Page

“Customer delight” is about putting a smile on someone's face after they've used your product. It's about putting the elements in place that will create an emotional link between the user and the product. It requires not only a clear understanding of why but also relentless attention to detail at every touch point—a “crafted with care” mentality. My name is Gérard Métrailler, and CC:World is my podcast where I'll share perspectives, thoughts, opinions, and discussions related to strategy, products, marketing, and more. Head on over to http://ccworld.ca/podcast/ to subscribe, share, and leave a message. --- Send in a voice message: https://podcasters.spotify.com/pod/show/gmetrail/message

This week on DisrupTV, we interviewed Dan Jeavons, General Manager at Shell, Asha Aravindakshan, Vice President of Customer Delight & Operations at Sprinklr, and Cheryl Sullivan, President of DemandTec by Acoustic. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Ben Jablow joins Martech Masters to discuss Postal.io and how it can help with your marketing and sales engagement. Ben explains the in's and out's of Postal.io, the services they offer, the unique ways people have been using Postal, as well as Postal's presence at Inbound 2020.

Ronald Webb Jr., product leader, pastor, father, mentor, and veteran difference maker, confesses his love for Tom and his barber, what success means, how to allow our life principles to govern our corporate behavior, what's the right way to communicate with your team and your family, real world examples of customer delight, and the true meaning of servant leadership. Tom gets schooled on that one.

Meet Rachel Yen, a Customer Events & Experience Specialist at HubSpot. Rachel has been growing HubSpot's Customer Delight program since 2016 and loves to preach customization over automation. In this episode, you'll hear about the start of HubSpot's Customer Delight program, how it got off the ground and how HubSpot is humanizing customer success with an amazing gift-giving initiative. You'll also learn how to balance personalization with gifts, the goal set for gift-giving and how to maximize your return on these initiatives. And finally, you'll hear where Rachel thinks business is heading in 2020 and beyond. It was so great to have HubSpot back on. Enjoy! Notes: 03:00 Integrating Marketing, Sales And Service Software 04:50 Getting The Foot On The Door Of A Company With The Right Values And Perks 07:15 Taking Over The Customer Delight Program 09:30 Selling An Initiative To Leadership Based On The Company Culture 11:00 Breaking With The Materialistic Side Of End-Of-Year Gift-Giving 12:50 Identifying Opportunities To Send Gifts To Customers 14:20 Empowering Customer Success Managers With Mantra "Use Good Judgment" 15:40 Tracking And Creating A Feedback Loop 16:40 The Process For Sending The Right Personalized Gift To A Customer 20:10 Branding Gifts The Right Way 21:30 Results Seen From The Customer Delight Gift-Giving Initiative 24:40 Building Brand Affinity By Doing Something Heavily Customized In A World Of Automation 26:55 Win: Finding Vendors Aligned With Company Values And Making An Impact In The World 29:33 Hard Lesson: Understanding And Solving The Underlying Issue In A Customer Situation 32:15 Starting A Gift Initiative With Handwritten Notes 33:35 Customization In An Industry That Will Continue To Get More Automated in 2020 And Beyond 35:05 Lightning Questions

Le customer delight ou « l’enchantement, le plaisir du client » consiste à surprendre le client en dépassant ses attentes et en créant une réaction émotionnelle positive. Mais comment crée-t-on cette expérience client idéale ? Beaucoup se demandent quelle est la recette, quels sont ses ingrédients ? Et si tout commençait par la promesse de la marque ?  Pour répondre à cette question, Muriel Vandermeulen de l'agence Wearethewords reçoit au micro :  Marie Martens, managing director de Sizable, une marque originale, belge et éco-responsable de sous-vêtements hommes. Face à la rude concurrence, Marie croit fermement dans le branding comme catalyseur d’expérience client. Jonathan Wuurman, évangéliste du marketing automation, qui, après avoir exploré pendant dix ans le marketing produit et le sales, se donne corps et âme aujourd’hui pour aider ses clients, chez Actito, à maximiser l’expérience de leurs propres clients. Ornella Schillaci, coordinatrice marketing & content chez Actito. Avant de jongler avec le content marketing, les réseaux sociaux et le SEO, Ornella a flirté avec le théâtre : scénariste, metteuse en scène, coordinatrice de projets muséaux. Elle en a exploré des continents des mots. En voiture ! 

Customer service is a critical part of the overall customer experience. Your customer service team is the face of your brand when it comes to handling customer concerns and turning unhappy customers into brand advocates. Building a rockstar customer service team is paramount to delivering a delightful customer experience. In this episode I am in conversation with Jasmeet Singh, VP Customer Experience, MakeMyTrip & Goibibo Group. We talk about how to build an amazing customer service team that delivers delightful customer experience. Personally, I've had precious few customer service interactions where my query or concern was resolved without me getting frustrated. However, I can still count a few brands that consistently deliver great customer service. MakeMyTrip & Goibibo Group, India's #1 flight and hotel booking website, is one such brand. Jasmeet joined MakeMyTrip when the company had just started. He grew the ranks from a sales executive to now the VP of Customer Experience of the group. And you'd be amazed with his deep understanding of this topic. In this insightful conversation, we discussed the following: What are the short term and long term customer experience goals of MakeMyTrip? How to use the right technology to understand your customer's sentiment and improve the customer service around that? How to assess an outsourced customer service partner? What kind of trainings and review systems to setup for constant improvement of customer service quality? Jasmeet shares openly and there are more than a few nuggets of wisdom that you can take back! Connect with Jasmeet on: LinkedIn: https://www.linkedin.com/in/jasmeet-singh-07616511/ Register here to get updates in your inbox: https://om1.cc/cxcon Looking for an NPS solution? Check out https://omoto.io

Sami Kretz is the Vice President of Project Development at Scorpion. She keeps a sharp eye on the market and the latest developments in tech and customer experience to make sure that they are constantly offering clients the best marketing tools and strategies. The Importance of Your Customer Experience The customer experience is made up of every interaction that takes place between a business and a customer. It's the job of the business owner or business to have every customer walk away with a positive feeling. “Something that I like to do when I think of a client experience, is I think of it as a series of touch points. And every touch point has the possibility, you know, of being a green grade, green dot, which means they had a good touch point, or maybe a red one, so that's a bad touch point… If your string of colored dots at the end of the experience is almost all green, then your customer should be happy, and looking back on their experience in a positive light.” Sami emphasizes how important it is for business owners and businesses to intentionally take every chance to make every touch point green. Customer Service Vs. Customer Experience The customer experience is separate from the product or service your customer receives. Even if your customer is satisfied with your product or service, if they hated the process of buying it or had an unpleasant series of interactions, they will be upset and unsatisfied. Sami offers the illustrative example of when a customer calls a plumber to fix their overflowing sink. Even if the sink is ultimately fixed, the customer will not associate that fact with your business if details like these are part of their experience: Hidden costs Bad communication Late techs Unfriendly techs Poor clean up job after service is completed “The customer experience is what brings people back to your business. The customer experience is what makes your customers tell their friends about your business… Your customer experience is everything when it comes to growing your business and winning against your competition.” Financial Value of Customer Experience An exceptional, memorable customer experience impacts your business financially by increasing your repeat business, referrals, and bottom line. How to Improve Your Customer Experience Sami recommends utilizing surveys, talking to your customers about their needs, and experiencing the customer experience yourself in order to truly understand what your business's customer experience is like and where to improve. By listening to them and engaging with them, you will gain insight into the little touches and details you can implement that will make your business stand out. If you are only focused on efficiency, your customer experience will not improve. What do your customers expect from you? What do you personally look for in a positive customer experience? Where can you improve your business? Think about what your core business values are and make sure that all of your choices are in line with your values. Before you make any changes, capture your metrics of retention, repeat business, referral business, and your reputation. Then, test and measure how they change as you work on improving your customer experience to see what works and what doesn't.

What does it really mean to delight your customer? Are we doing this just because we're doing Agile? And if not, why not?• Focusing on delighting the customer is the edge - that most businesses miss• You can minimize the bottom line all you want, but isn't it easier to maximize the top line?  In fact, what good are efficient processes and policies if you have no revenue because you have no customers?• What is the cost of replacing or retaining a customer?  Is focusing on the bottom line still cheaper?• An Agile practitioner must support Customer Delight by not only creating shared values and advertising them at the sprint, daily, and momentary level, but also by trusting the teams….not only setting targets for how we live our values, but letting them actually go out and do the footwork of delivering it.

What does it really mean to delight your customer? Are we doing this just because we're doing Agile? And if not, why not? Focusing on delighting the customer is the edge - that most businesses miss You can minimize the bottom line all you want, but isn’t it easier to maximize the top line?  In fact, what good are efficient processes and policies if you have no revenue because you have no customers? What is the cost of replacing or retaining a customer?  Is focusing on the bottom line still cheaper? An Agile practitioner must support Customer Delight by not only creating shared values and advertising them at the sprint, daily, and momentary level, but also by trusting the teams….not only setting targets for how we live our values, but letting them actually go out and do the footwork of delivering it.

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein, Chief Customer Officer at Box, a cloud content management company that serves about 90,000 customers. In today’s episode, Jon explains how he delivers business outcomes to his customers in a B2B SaaS company, where the relationship between the vendor and the customer is no longer simply transactional, it's a long-term relationship that has to be nurtured over time.

Now more than ever, it's critical for products to connect with their customers on a personal level. That said, marketing tactics have shifted toward impersonal and intrusive ways of building rapport with target users. How can businesses stay rooted in their customers' values while scaling for success at the same time? HYP3R CEO Carlos Garcia shares the secret to building successful products at scale - while never losing focus of delivering customer delight.

This episode is about the journey of being an entrepreneur. Caroline Vander Straeten is an Belgian entrepreneur who wants to create Disneyland for dogs.  After lots of studies at management schools like Vlerick and Stanford, Caroline worked as a vet expert for different companies. In stead of choosing the easy path, she chose love. Romantic love ànd love for being an entrepreneur and starting her own business. A dog business.  We discuss Customer Delight and Customer Experience, dealing with Burn Out, following your passion and marketing. More about Caroline and her business : https://www.instagram.com/chew_doggyparadise/ More about Me : https://www.linkedin.com/in/laurentlootens/

Danielle Storey is the co-owner of an award-winning international multi-million dollar family-run business, The Cartridge Family. The Cartridge Family is based in Melbourne servicing Australian and New Zealand businesses for over 16 years. She is also a professional speaker in business/marketing, sales/customer service and employee engagement. She is an experienced and skilled mentor as well as being a specialist in exhibiting and sponsorship management. A talented communicator, with proven management experience in the private business sector, she has a humorous and heart-warming personal story on which to base her ‘Million Dollar Relationships’ addresses. These sought-after strategies deliver easy-to-implement ideas which deliver genuine results. They form the basis of systems which create ‘Customer Delight’ – service with a “little bit extra”.

Danielle Storey is the co-owner of an award-winning international multi-million dollar family-run business, The Cartridge Family. The Cartridge Family is based in Melbourne servicing Australian and New Zealand businesses for over 16 years. She is also a professional speaker in business/marketing, sales/customer service and employee engagement. She is an experienced and skilled mentor as well as being a specialist in exhibiting and sponsorship management. A talented communicator, with proven management experience in the private business sector, she has a humorous and heart-warming personal story on which to base her ‘Million Dollar Relationships’ addresses. These sought-after strategies deliver easy-to-implement ideas which deliver genuine results. They form the basis of systems which create ‘Customer Delight’ – service with a “little bit extra”

Tom Stewart is the Executive Director of the National Center of the Middle Market. He joins me today to talk about the silent majority of middle market companies in the economy. Tom and his team research a segment of business that little is known about. Through this research, the Mid Market Center has found critical data that all business owners should know about their company. Tom and I discuss the 7 factors of growth, the 3 types of entrepreneurs, and the 9 value points that all businesses need to consider when they are assessing their company. Tom explains the methods that lead to this information and how business owners can benefit from the data collected. We also dive into a study Tom was recently involved in regarding M&A (Mergers & Acquisitions) and the information gleaned from it. If you are a middle-market company or you have hopes to be one someday this episode will offer a roadmap for your business growth. Tune in to hear how you can use this data to take your business to the next level! What you will learn: What is the National Center of the Middle Market? Who is the “middle market?” Tom’s background in business. Why middle market companies are important to the economy. The 3 purposes of the Mid Market Center: Education, Research, and Outreach. How innovation happens in business and what does the middle market have to do with it. The importance of having this knowledge about your company for investors. The cluster analysis and surveys conducted by the Mid Market Center. The 7 Factors of Growth. The 3 Groups of Leader Types. The 2 factors that are uncontrollable by management. A recent M&A study and the findings. The 9 value points of fitness for a company. Tom’s final thoughts. Takeaway: Take advantage of all the resources GEXP Collaborative and the National Center of the Middle Market have to offer. This data is a playbook for business growth. Pay attention to the 7 growth factors, which type of entrepreneur you are, and look at all 9 of the value points mentioned today. This information is important for a healthy growth strategy. Links and Resources: GEXP Collaborative Tom Stewart on LinkedIn The National Center of the Middle Market About Tom: Thomas A. Stewart is the Executive Director of the National Center for the Middle Market, the leading source for knowledge, leadership, and research on mid-sized companies, based at the Fisher College of Business at The Ohio State University. Stewart is an influential thought leader on global management issues and ideas: an internationally recognized editor and publisher, an authority on intellectual capital and knowledge management, and a best-selling author. Before joining the National Center for the Middle Market, Stewart served as Chief Marketing and Knowledge Officer for international consulting firm Booz & Company (now called Strategy&), overseeing the firm’s intellectual agenda, major research projects, and strategy + business magazine. Prior to that, he was for six years the Editor and Managing Director of Harvard Business Review, leading it to multiple finalist nominations for a National Magazine Award. He earlier served as the editorial director of Business 2.0 magazine and as a member of the Board of Editors of Fortune magazine. His new book, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight (co-authored with Patricia O’Connell), was published by Harper Business in November 2016. He is also the author of Intellectual

Tom Stewart is the Executive Director of the National Center of the Middle Market. He joins me today to talk about the silent majority of middle market companies in the economy. Tom and his team research a segment of business that little is known about. Through this research, the Mid Market Center has found critical data that all business owners should know about their company. Tom and I discuss the 7 factors of growth, the 3 types of entrepreneurs, and the 9 value points that all businesses need to consider when they are assessing their company. Tom explains the methods that lead to this information and how business owners can benefit from the data collected. We also dive into a study Tom was recently involved in regarding M&A (Mergers & Acquisitions) and the information gleaned from it. If you are a middle-market company or you have hopes to be one someday this episode will offer a roadmap for your business growth. Tune in to hear how you can use this data to take your business to the next level! What you will learn: What is the National Center of the Middle Market? Who is the “middle market?” Tom’s background in business. Why middle market companies are important to the economy. The 3 purposes of the Mid Market Center: Education, Research, and Outreach. How innovation happens in business and what does the middle market have to do with it. The importance of having this knowledge about your company for investors. The cluster analysis and surveys conducted by the Mid Market Center. The 7 Factors of Growth. The 3 Groups of Leader Types. The 2 factors that are uncontrollable by management. A recent M&A study and the findings. The 9 value points of fitness for a company. Tom’s final thoughts. Takeaway: Take advantage of all the resources GEXP Collaborative and the National Center of the Middle Market have to offer. This data is a playbook for business growth. Pay attention to the 7 growth factors, which type of entrepreneur you are, and look at all 9 of the value points mentioned today. This information is important for a healthy growth strategy. Links and Resources: GEXP Collaborative Tom Stewart on LinkedIn The National Center of the Middle Market About Tom: Thomas A. Stewart is the Executive Director of the National Center for the Middle Market, the leading source for knowledge, leadership, and research on mid-sized companies, based at the Fisher College of Business at The Ohio State University. Stewart is an influential thought leader on global management issues and ideas: an internationally recognized editor and publisher, an authority on intellectual capital and knowledge management, and a best-selling author. Before joining the National Center for the Middle Market, Stewart served as Chief Marketing and Knowledge Officer for international consulting firm Booz & Company (now called Strategy&), overseeing the firm’s intellectual agenda, major research projects, and strategy + business magazine. Prior to that, he was for six years the Editor and Managing Director of Harvard Business Review, leading it to multiple finalist nominations for a National Magazine Award. He earlier served as the editorial director of Business 2.0 magazine and as a member of the Board of Editors of Fortune magazine. His new book, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight (co-authored with Patricia O’Connell), was published by Harper Business in November 2016. He is also the author of Intellectual

Yoav Shapira, an Engineering Manager at Facebook with a long history in Boston startups, discusses early technology choices for startups, balancing product needs/wants with technical limitations, the role of Capital-D 'Design', and common startup advice. CarGurus HubSpot Happier Jana David Cancel on Giant Robots thoughtbot Playbook Internet Access a Basic Human Right Building a Crucial Conversations Culture at Facebook Managing Unconscious Bias Yoav on Twitter See open positions at thoughtbot! Become a Sponsor of Giant Robots!

Customers aren't as loyal as they used to be but that doesn't mean you can't build customer loyalty, it just means you have to work a little bit harder at it. Sujan Patel, the co-founder of Web Profits, joins us this week to talk about something he is very passionate about. No, we're not talking about his passion for Batman (although he and Erin and geeked out before our recording) - we're talking about what he calls Customer Delight. On his website SujanPatel.com, he has published The Customer Delight Playbook and he walks through how businesses can build their customer loyalty by delighting them and then turn that into customer referrals! Join us today as we talk Customer Delight, today on the Edge!

What do Google, Netflix, Apple, Uber and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers.  Remarkable service for today’s picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers’ experiences sparkly, but consistent; enriching, but profitable. Since value-added has gotten way too expensive; smart organizations focus on value-unique—novel, not just more. Chip R. Bell is a renowned keynote speaker and author of several best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, The 9½ Principles of Innovative Service and Sprinkles: Creating Awesome Experiences through Innovative Service. His newest book is the bestselling Kaleidoscope:  Delivering Innovative Service That Sparkles released in February, 2017. Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Forbes, USA Today, Businessweek, Entrepreneur, Inc. Magazine, CEO Magazine, Money Magazine, and Fast Company.  He can be reached at chipbell.com.                                            

In episode two, we continue our conversation with service design experts and co-authors of “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” Tom Stewart and Patricia O’Connell. This time we go deeper into the service design topic to explore how businesses can leverage social media as part of their service design strategy, and opportunities for service design in government agencies. Tom Stewart and Patricia O’Connell are available for paid speaking engagements including keynote addresses, speeches, panels, conference talks, and advisory/consulting services through the exclusive representation of Stern Speakers, a division of Stern Strategy Group®.

In episode one of this two-part series, service design experts and co-authors of “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” Tom Stewart and Patricia O’Connell talk to Minds Worth Meeting about the science of service design and the importance of designing your company around service. Tom Stewart and Patricia O’Connell are available for paid speaking engagements including keynote addresses, speeches, panels, conference talks, and advisory/consulting services through the exclusive representation of Stern Speakers, a division of Stern Strategy Group®.

Thomas A. Stewart is the Executive Director of the National Center for the Middle Market, the leading source for knowledge, leadership, and research about mid-sized companies, at The Ohio State University's Fisher College of Business. Tom is an influential thought leader on management issues and ideas and an authority on intellectual capital and knowledge management. Before joining the National Center for the Middle Market, Tom served as Chief Marketing and Knowledge Officer for international consulting firm Booz & Company (now called Strategy&). Prior to that, he was for six years the Editor and Managing Director of Harvard Business Review, and earlier served as a member of the Board of Editors of Fortune magazine. He is the author of two other books, Intellectual Capital: The New Wealth of Organizations and The Wealth of Knowledge: Intellectual Capital and the Twenty-first Century Organization. He has published articles in Harvard Business Review, strategy + business, Fortune, Business 2.0, Financial Times, and elsewhere. Patricia O'Connell is president of Aerten Consulting, a New York City–based firm that works with companies to devise content strategies and develop thought leadership for top management. Her interest in service design expresses a lifelong pursuit of the idea that “there's got to be a better way.” She is the writer, with author Neil Smith, of the New York Times bestseller How Excellent Companies Avoid Dumb Things: Breaking the Eight Hidden Barriers that Plague Even the Best Businesses. Patricia is a twelve-year veteran of BloombergBusinessweek.com, where she served as news editor and subsequently as the management editor. A graduate of Boston College, Patricia has worked with such organizations as the Project Management Institute, the Association of Management Consulting Firms, Strategy&, Boston Consulting Group, Hay Group, Stephens Inc., Savannah College of Art and Design, and T. Rowe Price. Tom and Patricia's new book is Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Info at WooWowWin.com

Band-aid strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. In today's interview with Patricia O’Connell we discover the importance of service design in businesses that compete today. Patricia shares her journey of discovery in the field of service design and the inspiration behind Woo, Wow, and Win, a guide to service design, strategy, and the art of customer delight. Patricia currently serves as the President of Aerten Consulting, in New York City.   Key Takeaways: [1:03] As a journalist transitioning from print to web, Patricia found service design thinking a necessity. [4:30] The big idea behind Woo, Wow, and Win. [7:12] The importance of co-creation. [9:40] The 5 Principles of service design. ● The customer is always right, provided they are the right customer for you. ● Don’t surprise and delight your customers, just delight them. ● Heroics should not be required for good service. ● Anywhere you play, you have to play well. ● You’re never done. [28:22] The 10 E’s of Customer Experience. [31:49] Patricia can be found on Woowowwin.com   Mentioned in This Episode: Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, by Thomas A Stewart and Patricia O'Connell Woo Wow Win @Woowowwin on Twitter Praxent @PraxentSoftware on Twitter

Should we be surprising and delighting our customers? Thomas A. Stewart and Patricia O'Connell, who co-authored a new volume, "Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight," say, "Erm, let's stick with 'delight'..." Listen to the spirited conversation between our service-minded co-authors and Continuum VP Toby Bottorf to learn how service design connects strategy to customers, the critical importance of delivery, and how the customer is—wait for it—*not* always right. Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Tune in for our interview with Tom Stewart, an authority on intellectual capital and knowledge management, and an influential thought leader on global management issues and ideas.   Key Takeaways: [02:04] Service design is the most important management discipline you haven’t heard of. [3:56] Services are experiences, and therefore open to user interpretation. [6:45] It's harder to produce planned outcomes with services. [11:36] Starbucks is a beautiful example of service design, from start to finish. [16:06] The four design archetypes: The Trend-Setter The Classic The Old Shoe The Bargain [19:58] Design your business around customer emotion. [25:33] Critical moments can make or break your customer relationships. [30:06] Providing an omnichannel experience is hard. [32:50] A big city hospital designs the patient experience. [35:16] Growth is the great enemy of strategy. [38:38] How to learn more about Thomas Stewart or Woo, Wow, and Win.   Mentioned in This Episode: Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, by Thomas A Stewart and Patricia O'Connell Tom Stewart on LinkedIn Tom Stewart on Twitter Praxent @PraxentSoftware on Twitter

Is your business equipped to deliver exceptional customer experiences? Shep Hyken speaks with Thomas A. Stewart and Patricia O’Connell, authors of the new book “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” who assert that a customer’s experience should be designed just as thoughtfully as your product was designed. A successful customer experience will not happen by accident. O’Connell says that service design, which has its roots in Europe, is a fairly new discipline in the United States. The real crux of service design is for a business to think, reimagine and engineer the customer experience - from start to finish. Stewart states that every part of a service should be designed to create a set of expectations, and then deliver on them in a way that maps to your strategy. For example, Starbucks wants to create a different experience from a deli, Dunkin Donuts or McDonald’s. How you design your experience is part of your strategy. Stewart asserts that some moments matter more than others. These are known as the critical customer interactions, those moments when you either make it or break it with a customer. For instance, the time of an automobile insurance claim is that moment when a customer will decide to either love you or hate you. You’ve got to deliver an “aha” moment. O’Connell describes the Five Principles of Service Design: 1. The customer is always right, provided it is the right customer for you. 2. Don’t surprise and delight customers, just delight them. 3. Great service should not require heroic efforts. 4. Anywhere you play, you need to play well (across all platforms or channels) 5. You’re never done. Stewart discusses the importance of aligning yourself with one of the Nine Archetypical Service Designs, including these three: 1. Bargain – Are you the Walmart of your industry? 2. Trend setter – Are you the Apple of your industry? 3. Safe choice – Are you the CVS or Macy’s of your industry? Which is your archetype? Do not study others in the same archetype in the same industry as yours, as you’ll just be copying them. Instead, study others in the same archetype as you, but in different industries. What can you learn about delivering an extraordinary customer experience from them? Thomas A. Stewart, the executive director of the National Center for the Middle Market (NCMM), shows executives how to design, manage and run organizations that keep pace with innovation and achieve sustainable growth. Before joining NCMM, Stewart served as the chief marketing and knowledge officer for the international consulting firm Booz & Company (now Strategy&). Prior to that, for six years, he was the editor and managing director of Harvard Business Review. Patricia O’Connell, president of Aerten Consulting, works with companies to devise content strategies, and develop thought leadership. For 12 years, O’Connell served as news editor and then as the management editor of BloombergBusinessweek.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

Peru is a remarkable country whose image is dominated by Machu Picchu. But it deserves so much more. This post uses examples experienced by Denyse Drummond-Dunn during her visit, to show how Peruvians are experts in customer delight! It includes how Peruvians welcome and truly value the business of its guests. From travelling in the luxurious coaches between cities to the excellent, if sadly old-fashioned service on the Andean Explorer, Denyse shares the inspiring customer centricity she witnessed everywhere. The examples will inspire every listener to improve how they treat their customers with examples to steal with pride.

Turn payments data in to customer delight by FinTech Podcast by IR

Dr. Joseph Michelli is a New York Times #1 Bestselling Author of Books including: The Zappos Experience, Leading the Starbucks Way, The New Gold Standard about Ritz Carlton,  and When Fish Fly  and many more...His newest book is  Driven to Delight ---delivering world class customer experience the Mercedes-Benz Way. Here’s a glimpse of what you’ll learn:   [0:36] Jeremy’s introduction of Dr. Joseph Michelli. [1:40] How did this book about the Mercedes Way come about? [4:50] A glimpse into Dr. Michelli’s discussion with the Mercedes Benz leadership team. [8:20] Working on the book in spite of personal struggles and tragedy. [10:32] The hardest parts of writing a book for Dr. Michelli. [10:56] Joseph’s approach to interviewing staff, leadership, etc. for one of his books. [12:00] Eye opening things Dr. Michelli discovered speaking with staff members. [12:58] Getting Mercedes employees to drive a Mercedes for a number of days. [15:22] Interesting discoveries from speaking with Mercedes customers. [16:25] The main reason people did NOT buy a Mercedes when shopping for a luxury car. [18:13] Technologies implemented by Mercedes Benz for customer experience improvements. [22:33] What is the “Best for Nothing” slogan and where did it come from? [23:23] When Mercedes admitted failure in achieving their customer service ideals. [25:31] How do large companies like Mercedes handle communication between thousands of staff? [29:17] A great lesson Joseph learned from one of the Mercedes leadership team. [30:29] The most important aspect of delivering phenomenal customer experiences. [32:16] How to infuse a customer service obsession to a team. [33:23] Insights from the daily lives of top CEOs. [35:55] The differences between the companies Joseph has profiled (Mercedes, Zappos, Starbucks, etc.) [37:40] What’s most exciting to Dr. Michelli about his newest book, “Driven To Delight.” [38:48] The most rewarding moment for Dr. Michelli so far in his career. [39:41] How to best practice gratitude in daily life. [43:15] What even the smallest business should implement immediately. [44:11] What’s next for you, Dr. Michelli? In this episode… How do big companies that are known for their customer satisfaction do it so effectively and what lessons can smaller companies, entrepreneurs, and startups learn and apply their practices? If anyone can answer those questions in a definitive way, it’s Dr. Joseph Michelli. Joseph has spent his career investigating, profiling, and highlighting the business practices of some of the world’s most influential and successful companies - especially companies that have excelled in providing an exceptional customer experience. In this conversation Jeremy Weisz asks Dr. Michelli a number of questions surrounding the writing of his latest book, “Driven To Delight: Delivering World Class Customer Experience, the Mercedes-Benz Way,” but also delves into the insights he’s gained from talking with staff, CEOs, and customers of the world’s largest and most influential companies. You’ll get to hear the most surprising things Dr. Michelli heard from the people he’s interviewed, including the areas of weakness these companies discovered through his investigations and the steps they took to shore up those deficiencies. Dr. Michelli also highlights the methods that large companies use to engage in effective vision casting and communication with thousands of employees, and takes the time to translate those practices into a smaller scale for everyday entrepreneurs and business owners. That section alone is worth the time it will take you to listen to this episode of Inspired Insider. You’ll also be exposed to Dr. Michelli’s insights into the 6 things it actually takes to become a leader in delivering excellent customer experiences, and why he believes that “obsession” is the most important of the bunch. If you’re eager to take your company to the next level, you need to hear what Joseph shares in this section, gleaned from years of profiling these phenomenal companies and drawing out the similarities between them. This is a great conversation, so grab a drink and something to write with, because you’re going to get a wealth of great, actionable information on this episode of Inspired Insider, with Jeremy’s guest, Dr. Joseph Michelli. Resources Mentioned on this episode Dr. Michelli’s previous interview about the Starbuck’s Way Dr. Michelli’s book at a DISCOUNT: www.D2DBook.com (use the code “VIP” for a discount and bonuses) www.DrivenToDelight.com www.JosephMichelli.com Dr. Michelli’s blog post with infographic: How To Become A Leader In Customer Experience People Mentioned on this episode Garreth Joyce

In this episode of HubSpot To Go I’ll discuss building the blue sticky note content marketing strategy for customer delight. Listen below the show notes. Follow @handythinks Listen in iTunes or Stitcher. Leave Us A Review (It helps us grow the audience! Here’s a tutorial on how to do this.) Join the discussion: Email | Twitter

In this episode of #BusinessAddicts, we chat with Danielle Storey from The Cartridge Family who shares with us insights into customer delight and why we should be aiming to delight our customers rather than just serve them.

I'm Kathy Klotz-Guest, podcast host and CEO of marketing firm, Keeping it Human. We turn marketing-speak into human speak and stories that get results! With this show, we focus on great tips and fun guests without the marketing BS.  If you're looking for jargon-monoxide poisoning, we happily recommend our competition. Creating Customer Delight in a Digital World 'Delighting the customer' is the cornerstone of great marketing, customer engagement, and customer referrals. With the explosion in social media, there are new ways to increase customer service and amplify the customer delight factor. How can we delight customers today? Who is doing it well? What must businesses do to increase delight? Join us Thursday, July 25th, for a great conversation with CEO of CustomerThink.com, Bob Thompson. About Bob Thompson, Founder and CEO of CustomerThink.com Bob Thompson is founder and CEO of CustomerThink Corporation, an independent research and publishing firm specializing in customer-centric business management. He is also founder and Editor-in-Chief of CustomerThink.com, the world's largest online community dedicated to helping business leaders develop and implement customer-centric business strategies. He is a popular keynote speaker in conferences and seminars worldwide.  In 2013, his book on Customer-Centric Business Management will be published, revealing the five habits of top-performing companies.