Interaction between an organization and a customer
Featuring Aliza Freud, Founder and CEO of SheSpeaks.SheSpeaks is a certified women-owned and operated company known best for creating exciting, original, and collaborative branded content. It reaches more than 300 million consumers a month using influencer marketing campaigns powered by active, engaged members and rich consumer insights.Episode quote:“At the end of the day it goes back to that old adage – the customer is always right. Even if the customer is wrong, the customer is right, and that has existed for many years. But because of social media, the customer has a way bigger voice and a much bigger megaphone than they did before.”Visit the complete episode page to learn more. Or subscribe to the GRIN Gets Real podcast where you listen to podcasts.
Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company's Loyalty practice and the author of five books including The New York Times bestseller, The Ultimate Question 2.0. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. Fred is a frequent speaker at major business forums and his work on customer loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Businessweek and The Economist. His upcoming article to be published in November marks his 15th contribution to the Harvard Business Review. In 2012, he became one of the original LinkedIn influencers, an invitation only group of corporate leaders and public figures who are thought leaders in their respective fields. In 2003, Consulting Magazine named Fred as one of the world's 25 Most Influential Consultants. According to The New York Times, he put loyalty economics on the map. The Economist refers to him as the “high priest” of loyalty. Reichheld graduated with honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978). He's based in Cape Cod and Miami. Questions Could you share a little bit about your own journey? How is it that you got to where you are today? Could you explain to us what the Net Promoter system is and how companies should really be using it to yield the best results? Could you share with us maybe two or three things that you believe are contributing drivers of loyalty? What are some things that companies should look at in trying to enrich the lives of your customers? Do they need to understand what type of customer they're serving and does the generation matter? Could you share with us what is Customer Capitalism exactly? And how does that impact the consumer? Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you also share with us maybe one or two books that have had the biggest impact on you? Could you share with us what's the one thing that's going on in your life right now that you're really excited about? It could be something that you're working on to develop yourself or your people. Where can our listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to keep you on track, or at least get you back on track if for any reason you get derailed. Do you have one of those? Highlights Fred's Journey Fred shared that early in his career at Bain & Company, he noticed companies similar to us all, some brand new, some quite mature, but they were all outperforming all of the things he learned at the Harvard. Some were crushing it and a good example was enterprise Rent-A-Car, who started out as a tiny little rental leasing agency in St. Louis, and has grown now to become the largest car rental company on Earth without ever having to tap public equity markets, it's still a private company. And you think, Gosh, what I learned at Harvard was a capital intensive business, low growth industry, low margins, there's no way that you could grow on internally generated cash. So, when he went to meet with Andy Taylor, their CEO, he said, “Fred, there's no secret, there's only one way to grow a successful business sustainably.” And so, he was listening for this great secret. And he said, “You treat your customers so they come back for more and bring their friends.” And that basic idea changed his world because that's what he now understands is the key to success. If your customers are coming back for more and bringing their friends, your economic flywheel will crush the competition. What is the Net Promoter System and How Companies Can Use it to Yield the Best Results Me: Amazing. So I had an opportunity to get an advanced copy of your book Winning on Purpose: The Unbeatable Strategy of Loving Customer. I really, really love it. I haven't finished reading it as yet, but I've gotten quite far in it. And so, I just wanted you to share with us. Fred, in the book, especially in the preface and the foreword, you kind of mentioned that you have this net promoter system, but people are not actually using it the way how you created it to be used. Could you explain to us what the Net Promoter system is and how companies should really be using it to yield the best results? Fred shared that he's long been troubled by the fact that financial accounting is how we run our businesses. And while financial accounting is very good at telling us when we've extracted a million dollars from our customers wallets, it does nothing in helping us understand when we've enriched a million customers lives or when our teams have done work that's meaningful and toward an important purpose. And Net Promoter was his attempt at helping companies measure that important idea of all the lives you touch, how many are enriched? How many diminished? And that evolved into Net Promoter Score is based on one question, how likely you'd recommend us to a friend, 0 through 10. And it turns out that when someone gives you a 9, and especially a 10, you've enriched their life, you've lived up to the golden rule of loving your neighbor. And 0 through 6, you failed, you diminish their life. And so, this notion of Net Promoter Score is just keeping track of all the lives touched, how many enriched, how many diminished, and how many promoters, how many detractors, it's very practical for running a business because your promoters are your assets, who come back for more and bring their friends. But also, it's a little bit inspirational because putting your teams to work, and enriching lives and measuring that outcome and helping them learn how to do better, that's really helping them live the right kind of life. The Contributing Drivers of Loyalty Me: So, at the end of the day, we're all trying to build better relationships with our customers. Now, in your book, you also said that loyalty means investing time and resources in relationships. Do you know maybe could you share with us maybe based on your experience and your research, you've definitely been in the thing way longer than I have; maybe two or three drivers that you think contribute to loyalty. And this is loyalty in general, which I'm sure impacts business relationships, because I mean, loyalty is something that as human beings, we do link it to a person. For example, if you have an animal, your dog is loyal to you as the owner, in a relationship; you're loyal to the other person that you're in the relationship with, whether it's a personal or professional relationship. So could you share with us maybe two or three things that you believe are contributing drivers of loyalty? Fred shared that he thinks it's quite poorly understood in this day and age when people are demanding loyalty and trying to get loyalty through gimmicks and marketing, so called loyalty programs. So, he thinks it does make sense to get back to basics. He thinks loyalty is an investment from you and another person in a relationship. And you think, “Why would I invest in someone else?” Well, it's because they stand for what you believe in you. You believe that they'll reciprocate and treat you reasonably and not abuse your trust and that you're in a position to actually do something to make their life better. Otherwise, you're just wasting your time. A lot of people think about loyalty as, “Oh, I want them to be loyal to me.” He thinks the way to start is, “How can I invest in this relationship and love them, make their lives better?” And that's what great companies' do, that's what great leaders do, they inspire their troops to find ways to enrich the lives of customers sustainably, of course, profitably. But the whole goal in a business is making your customers lives better. Because when you do that, you're investing in the right relationships, they come back for more, they bring their friends, they say great things about you, they become your public relations force, that's how great business works. And he thinks we get drawn off center a little bit because the larger our company is, the more it's run through financial mindset. It's our accounting numbers that we seem to view as the framework of success, when in fact, no, it's this golden rule ideas, it's love thy neighbor as thyself. And when you do it, you'll see the results because when customers feel the love, they are loyal and that's at the core of loyalty, it's earning loyalty by enriching customers lives. And loyalty from employees, by putting them in a position to earn lives of meaning and purpose, by enriching the lives of customers that they touch. Me: I like the fact that you mentioned that it's not just about loyalty in terms of you getting the person to be loyal to you, but it has to be earned and it's not something that can be bought. So I'm glad that you mentioned at the beginning that a lot of these loyalty programs and marketing initiatives that organizations have that they dub as loyalty programs are not actually programs that will make or even influence your customers to be loyal to you. So it's good that you identified for us that loyalty is something that is earned. What Companies Should Look for to Enrich the Lives of Customers Me: Now, in terms of showing your customers or enriching their lives regardless of the industry that you're in, whether you're a financial company, you sell insurance or you have credit cards, or you're a retail company, what are some things that companies should look at in trying to enrich the lives of your customers? Do they need to understand what type of customer they're serving and does the generation matter? Fred shared that of course it does. And yet, he finds that the most successful businesses, whether dealing with teenagers today or octogenarians, it's understanding how to communicate effectively, how to always act in your customers best interest, to listen very carefully to how you're doing and what they need. Because at the core, a business is trying to solve the customer's problem, it's trying to turn a frown, into a smile, and the human process of understanding that, he doesn't think that's changed in thousands and thousands of years. Of course, the technologies we use, the innovative approaches, those open up wonderful new opportunities, but the basics, they haven't changed. One of his colleagues at Bain, they joined about the same year, Scott Cook, who's the founder of Intuit, who has built TurboTax, and other very successful business, huge, huge success. And he said, “Fred, you want a big business, solve a big problem for your customers.” And that's the right way to think about it, “I am going to be a reliable resource that is going to make a real difference in your life by turning that frown into a smile, and I'm going to measure my success that way.” Obviously, profits are necessary but those who think of profits as the true objective, they're not going to grow a very big business very long because that's very selfish, “How much money can I extract from your wallet, get away from me, I'm not going to tell you anything about myself for what I need.” If he has someone who actually acts in a loving, caring way, they're a mutually beneficial relationship affair. But that's the kind of person he's willing to actually share his information with and give constructive feedback to because he wants them to succeed, he wants them to succeed in helping him solve problems. What is Customer Capitalism and How it Impacts the Consumer? Me: So, while I was reading part of your book as well, I bucked up on a term, Customer Capitalism. Could you share with us what is that exactly? And how does that impact the consumer? Fred shared that he thinks people have a framework in their heads about capitalism that's just dead wrong, that maximize shareholder value as the underlying concept. Through the years, whether it's Milton Friedman, or Adam Smith, there's an ancient and an out of date framework that people call capitalism, that without giving it this name, it's financial capitalism, because it's based on this idea of profits and shareholder and investor is the king. He thinks that has changed over the last few decades, at least, to where now, there's so much capital in the world; you can raise millions and millions if you have a good idea. What there's not infinite amounts of are good people with good ideas who are willing to work together in a team framework to serve others. And the real capital in that system, our customers, all the cash flow comes out of customers' wallets. So let's keep track of how many customers you have, how many are coming back for more, how many referrals you're getting, that was the basic, those are the keystone metrics in customer capitalism. And more than anything, it's being clear about the purpose. If the purpose in the old school capitalism was maximizing profits and shareholder value, in customer capitalism, the purpose is to enrich the lives of your customers. Bain did a survey of a couple 100 Senior Executives around the world, C suite executives and they found that only 10% believe that the primary purpose their business existed was to make customers lives better. They thought it was about profits or great place to work or balance duties to shareholders, stakeholders. He just thinks that is dead wrong. A good business, a sustainable business has to have a primary purpose of making their customers lives better. Me: Amazing. One of the companies that you mentioned in your book when I was reading was Chick-fil-A and I absolutely love Chick-fil-A, both me and my daughter. But one of the things that I really love about Chick-fil-A was the fact that I remember I traveled a few years ago and my daughter wanted to get something from them on a Sunday and they're actually closed on Sundays and I thought that was awesome, from what I read that was a principle that their organization had and they've lived it up to this day and they've still been very successful even though they're closed on a day when they could be making more profit, as you mentioned. Fred stated that the purpose of Chick-fil-A is certainly to enrich the lives that it touches. It's interesting, the founder, Truett Cathy was one of his early teachers in his business career, and they're totally different people. He's a Southern, he was a Southern Baptist, very, very conservative point of view. He (Fred) lives up in New England, Unitarian Universalist, you couldn't be more liberal in your religious thinking. And yet they had enormous overlap at the core, he picked a proverb from the Bible, that essentially, it says, “A good name is worth more than silver or gold.” Or in other words, your reputation is everything, which he thinks is so true. And this notion of net lives enrich and Net Promoter Score, you think about when you enrich a life, you're living up to the golden rule, you're loving a neighbor, when you diminish your life, you're failing. And so, the reason Chick-fil-A has been very interested and supportive of Net Promoter is because we're trying to achieve the same mission, this is back to Truett Cathy's words, he was inspired to turn frowns into smiles on his customers' faces and that is the purpose of the business. So, then you mentioned Sunday, he asked him why he closed on Sundays and he said, “It's not a religious thing, Fred.” He's a very religious guy but he's not preachy, their business does not put biblical quotes at the bottom of their cups, and they're not proselytizing in the parking lot. They try to be models; they try to help their people live up to this standard of loving your neighbor. And closing on Sundays, he just knew that you could not run a restaurant and have the manager there 7 days a week, you'll kill yourself. And he said, “Given that, and I definitely want my store operator there running the place not delegating to an assistant.” He said, “We have to close a day and closing Sundays gives this signal that we care about our people, and we care about golden rule.” As he said, “But you know, Fred, I go to other restaurants on Sunday, it's not like it's wrong to go out and eat at a restaurant on Sunday. It's just wrong for us to try and have our managers running a business 7 days a week.” And he thinks it's brilliant. And it is a signal. He thinks it reminds people that they're different. And you're right, their productivity, they have far higher sales per unit than any of the competitors. And those competitors are open 7 days a week. And it shows you when you get the purpose right; your business can crush the competition. App, Website or Tool that Fred Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Fred shared that it's a new one for him, he discovered a company through one of his Bain partners, it's called BILT. The reason they were intriguing to him was their goal is to help their customers, their customers tend to be consumer brands, like Weber, who makes grills and place at manufacturers and so on. They try to help them build promoters among their customers, to create more promoters. And what they've done is just taken one of the most painful steps in every customer's journey episode, which is assembly and first use, using paper instructions, which these paper instructions are horrible, let's be serious, they're written by engineers whose English is certainly their second language and they're just totally unintuitive. So, BILT takes the 3D CAD drawing from the manufacturer, and then turns it into great little 3D instructions on how to assemble and use your product effectively and it's free to the consumer. So you go to a Home Depot or Costco and you'll start to see BILT on the packaging, and you know that you're going to get that home and you'll be able to put this thing together quickly and you'll feel great about yourself or Home Depot will have their faucets or ceiling fans, things that are really tricky to install, or garage door openers, and you go to BILT and you put the product in it and it downloads up to date information about how to put it together in a very intuitive way where you can zoom in and pinch out and rotate upside down and voice activated to help you guide you through your journey, it's just brilliant. Me: Nice, very good. They obviously saw a need in the market, as you said, a problem that people were having challenges with and complaining about and created a product that would be applicable to make people's lives easier. Fred stated that try ordering a bicycle online, you get it back to your driveway and then you try to put it together using paper instructions and he thinks you'll see why BILT is so successful. Me: Yes, I can just imagine and my coordination of doing things like that are extremely poor, so I'm sure I'd benefit from using BILT. Books That Have Had the Greatest Impact on Fred Me: Could you also share with us maybe one or two books that have had the biggest impact on you? I'm sure you have many because you've been around for quite some time and I'm sure you've had to read and engage with a lot of authors over the years that have definitely helped enrich your life and the lives of others. But is there maybe one or two that have definitely had a great impact on you over the years, maybe something you read a long time ago, or even something you read recently? When asked about books that have had biggest impact, Fred shared that he read a lot of books. Actually, he listens to them now; his eyes are so strained from working at his computer and writing a book, he can't read in a relaxed way so he listens to Audible. Probably the most impactful book in the last 10 years was written by a guy who passed away, Clayton Christensen was a business school professor, who he got to know, he worked briefly at Bain and then worked at an entrepreneurial thing and ended up at Harvard. He wrote a book called How Will You Measure Your Life? And he (Fred) thinks he's just absolutely right. And the reason that helped him is, he thinks you do need to measure a life carefully, that's what a Net Promoter Score is, of all the lives he touched, how many enriched, how many diminished? That's how you measure a life. And he thinks Clayton put this in very human terms, and thinking about that, not just in a business sense, but all of your relationships in life, how do you think about investing in those relationships and being loving and loyal in a way that's not just correct in your mind, but you know the other party felt the love, you have to get feedback on how you enrich their life. So, How Will You Measure Your Life is a big one. There's a recent book by Adam Grant called Think Again: The Power of Knowing What You Don't Know, that he thinks is quite good. Adam is a guy that they must think along the same lines, because it was an earlier book that he wrote about it's called Give and Take. And he just makes the case that the world is full of people; there are some people who are givers, there are people who are matchers, they want a relationship to be in balance and then there are takers. And he said, one of the keys to life is avoid those takers, they're sociopaths, you can try and change them, but good luck. And he thinks this is important and living a golden rule existence. Not all people want to be part of a community where people are treated with love and care, they'll abuse that community and he thinks if they can't be fixed, they have to be excluded. And then Think Again, Grant just says, we have these mindsets that are fixed, and he thinks of financial capitalism as a fixed mindset for 90% of the world and he needs to change the way people think about the purpose of business and how to enrich a life. What Fred is Really Excited About Now! Fred shared that he got the paperback galley of Winning on Purpose just a week ago and he can't take it off on his desk, but very pleased with the way it's come out. And that's going to be every day of his life for the next probably 90 days is how to get people to see the relevance of this book to their personal lives, not just their business lives because the subtitle of Winning on Purpose is “The Unbeatable Strategy of Loving Customers.” And loving customers, it doesn't sound like it's a business book, he doesn't know what it sounds, just a little flaky but it's not because this notion of loving thy neighbor as thyself is the core, it's the highest standard in human affairs. And what he's arguing and Winning on Purpose is that, that is how you win. When you enrich lives, you have to do it sustainably, and you have to do it profitably, but that's not the magic, accountants can do the profits for you. The magic is figuring out how using your energy and ingenuity to love your customers and have them come to trust you and come back for more and bring their friends but it goes so far beyond business. So, the great challenge he's got is getting people to recognize, he wrote this book for his granddaughters, infants who he wants them to see how you live the right life. And it sets out a way of measuring progress that he thinks is consistent with what Truett Cathy had in mind of building a reputation that you'll be proud of, and investing in relationships where you can earn people's loyalty. It's probably a good rule of thumb anywhere to just don't spend time with a person unless you can figure out a way to make their life better. And by the way, the good news, chapter two and five of the book, demonstrate that companies that do this, they're the ones that get rich. It's not clear from reading the Wall Street Journal, but every company, every industry, where they look at the Net Promoter Score, versus the competition, measured carefully, correctly, not just some self reported vanity metric, but real apples to apples. It's the company with the highest Net Promoter Score who is growing faster and delivering better total shareholder value. And that's really good news. But people are the mindset is fixed, they just don't get it. They say, “Oh, that's just some industries.” No, every time they're finding it, how did Andy Taylor grow to be the biggest car rental company on earth? How did Apple become one of the biggest companies on earth? Because they built a set of customers who are Promoters who are out there buying more stuff, and referring their friends and giving good feedback because they trust you, and making your employees feel special and loved, that's the flywheel that's going on. So, he's trying to convince the world that business works in a very different way than they probably learned in business school, or if they read the Wall Street Journal and The Economist. Me: And you know, one of the things that kind of came in my head just now when you're speaking in terms of what we were taught in school versus what is reality, the reality is, a business isn't a static thing, it's made up of people and without people in the business, there is no business and people are human beings with feelings and emotions. And you get more out of people when they feel loved, when they feel listened to, when they feel heard, as you said, when you enrich their lives. So, if you really do live that principle, I'm sure you'll win in all aspects of your life. Fred shared that he's worked at Bain & Company since 1977. So what is that 43 going on 44 years now. And they've been through good and bad times. For the last 10 or 20 years, it's been good times. If you look on Glassdoor, the place that rates businesses as great places to work, Bain, this year, it's the best in the world according to Glassdoor, it's always been one of the top several since Glassdoor started. And Bain hires lots of different kinds of people. But these are really ambitious, talented people. And even with that slice of ambitious people, when you look at what makes a person happy at work at Bain, they want to feel loved; they want to feel like they're a valued member of a team that wins with its customers. So it's an act of service and if you ask, remember he said the typical business person in the world, 10% of them think the reason their business exists is to enrich customer lives, at Bain, if you just ask everybody through the company, you find 60% to 70% of the people think the reason Bain exists is to make their clients more successful. It's a servant culture where love is at the core, helping people succeed and putting smiles on faces and that's what makes it a great place to work. And the irony is, he knows what makes, at least he thinks he knows what makes Bain a great place to work, it's that they are dedicated to helping their teams make a difference in their clients success, and be recognized and rewarded and part of a team that helps achieve that. And it's financially successful but that's not the purpose, the purpose is making their customers lives better. And he thinks most great places to work lists, completely ignore that. They think it's refrigerators full of beer in the break room, pool tables and ping pong and cool fringe benefits, that's the fringe, the core is being on a team where you're playing a valued role at really making a difference in a customer's life. Where Can We Find Fred Online Website - https://www.netpromotersystem.com/ LinkedIn – Fred Reichheld Quote or Saying that During Times of Adversity Fred Uses When asked about a quote or saying that he tends to revert to, Fred shared that he wished he did. When he's preaching to whether it's at the dinner table or elsewhere, he goes back to this idea of how important loyalty is. You got to understand what your life stands for, what is your purpose as an individual and then the way you live that purpose is to invest in relationships with other people who share that purpose. And it's how you can invest and help those people succeed that he thinks helps you achieve your mission. So, “Choose your loyalties wisely, they guide your life and they define your legacy.” Me: Love it, choose your loyalties wisely, they guide your life and define your legacy. Amazing. Love it, absolutely love it. And I'm sure every person on the face of this earth that wants to do good, wants to leave a good legacy behind. So the only way to do that, I believe, as you had said was to try and live by doing those actions on a daily basis, do it consistently because that's the only way when you leave this world you'll be able to leave that legacy. Fred stated that and measure, so many people would say, “Oh, I can't measure love.” And he would say, actually you can, you can get feedback from your customers in a systematic Net Promoter framework and understand how many lives you've enriched and that is your legacy. And then you should be measuring your way toward the kind of life you want to lead. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld Winning on Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld How Will You Measure Your Life by Clayton Christensen Think Again: The Power of Knowing What You Don't Know by Adam Grant The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
What does the future of field management software look like in the trades? To answer that question, we brought back Tom Howard, Owner of Lee's Air and VP of Customer Experience at Service Titan. We get right into it, diving deep into AI machine learning, smart dispatch, what software integration means for multiples, and more!
Hey CX Nation,In episode #147 of The CXChronicles Podcast we welcomed Mike Myer, CEO and Founder at Quiq based in Bozeman, MT. Quiq is powering the next generation of business to consumer communications through async messaging. People text all the time with family and friends -- why not text with every business that you support?Through Conversational AI and Next Gen Contact Center, Quiq's Conversational Platform drives increased revenue, improved efficiency and higher CSAT for clients in eCommerce and Customer Care.Adrian and Mike chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Quiq as they've built & grown their company and team.**Episode #147 Highlight Reel:**1. What it's like selling your company to Oracle early on in your career & finding that major first win as an entrepreneur. 2. How every business can text message with their customers like they do their family & friends 3. Why Facebook, Apple, & Google have all invested in building their text messaging platforms 4. Leveraging asynchronous messaging throughout the customer journey & buying process 5. Why managing your customer messaging through text can be far more cost effective & lead to higher satisfaction Huge thanks to Mike for coming on the CXCP and featuring his team's work and efforts in pushing the customer communications space into the future. Click here to learn more about Mike MyerClick here to learn more about QuiqIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success pros to tune into our customer focused business leader show. And with the holidays coming up be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! We also have team rates if you're looking to scoop-up several copies for your CX or CS team. Reach out to CXC at INFO@cxchronicles.com for more information & please remember to make happiness a habit!Support the show (https://cxchronicles.com/)
A Great Customer Experience Abstract Kirk and Fred discussing Kirk’s experience with a new pinball machine’s component failures and the manufacturer. Key Points Join Kirk and Fred as they discuss recent failures of a new pinball machine and the rapid response of the manufacturer to respond and send replacement parts. Topics include: Details on a […] The post SOR 709 A Great Customer Experience appeared first on Accendo Reliability.
Winning over and retaining customers hinge on whether or not you can provide a great customer experience. If you want loyal customers, you have to build relationships with them and create “magic moments” that keep them coming. This is the central piece of our episode as Meny Hoffman sits down for an insightful talk with Shep Hyken, customer service and experience expert. Shep talks about how he learned to create great customer service experiences and why you need to have a gold standard. Tune in to learn more great customer service tips from Shep and Meny.
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★
November 29, 2021: Rick McElroy, Principal Cyber Security Strategist for VMware and Bill look at cybersecurity from the year behind us and the year forward. A subcommittee has sounded the alarm on the VA's EHR modernization citing patient safety concerns, cybersecurity issues and the cost of the program. Bloomberg reports that the pandemic blew up old business habits and opened the path to a boom. Companies are finding new ways to match staff, tech and customer demands and U.S. productivity and profits have hit record highs. Plus the Mayo Clinic's strategic partnership with Google will “transform healthcare”. Key Points:00:00:00 - Intro00:19:20 - The pandemic drove businesses to remote work. Productivity shot through the roof. And profits shot through the roof. 00:24:30 - The battle for labor is going to continue and cause us to be incredibly creative going into 202200:27:30 - There's been so many missteps with Big Tech in healthcare. They don't understand healthcare but they do understand dataVMwareStories:Legislators grill VA about EHR modernization patient safety concerns - Healthcare IT NewsPandemic Blows up Old Business Habits, Opening Path to a Boom – BloombergMayo CIO: Google Partnership will Transform Healthcare - Beckers
What is Smart Water Metering and what does it mean for sustainability across Australia? Is this the future of water conservation? Enter into the movement of smart cities and have a look into a brighter future - one step at a time - with Steven Tye. Meet Steven Tye Steven's Role as a Smart Water Utilities Leader at Tyeware Steven Tye has been the Owner, Director, and Solutions Consultant at Tyeware for the past 14 years and counting. He has been involved in smart metering projects since 2011 and has experience working with over 50 water utilities on smart metering pilots and rollouts. Tyeware is an internationally recognized digital water metering & IoT solutions provider leading Australia's IoT revolution in smarter water solutions for agriculture. Data Science in Smart Water Metering Solution They developed the MiWater and MyH2O systems for Mackay Regional Council and now partner with Taggles Systems for the Australian and international commercialisation of this software suite. MiWater processes, interprets and integrates data received from Automated Meter Infrastructure (AMI) to give utilities control and oversight over their water infrastructure, from the largest networks down to individual services. MiWater has assisted in identifying leaks totaling six billion litres of water, in turn, saving residents of the Mackay region hundreds of dollars every year. In addition, MiWater assisted in regulating water consumption among the town's population, allowing the Mackay Regional Council to reach its goal of reducing annual water consumption by 10%. Customer Experience and Telemex More recently, Tyeware has developed "Telemex", an industry-first integrated CRM, demand management and customer portal for water irrigation schemes. It includes the full management of water allocations, titles, transfers and changeovers, as well as meter management, scheme management and automated notifications. At the heart of Telemex is a customer portal used by water customers to lodge, manage and visualise the impact of water orders. Telemex builds on Tyeware's expertise and innovation across the Australian water industry to cultivate water sustainability through customer-centric solutions. Data Analytics and Smart Water In this exclusive analytics podcast episode, Steven shares: His entrepreneurial journey and experience in growing a software business What a smart water metering solution is and why it plays a vital role in solving climate change Real-life examples of how utilities, local governments, and agriculture businesses use the solution in their own businesses The type of data collected for these solutions How analytics is used to identify water leakages and plans for infrastructure development How he started his journey in developing smart water metering solutions The challenges and advice in applying data analytics with a digital water metering solution If you are in a C-suite position, working for a utility company or local council, and find yourself intrigued about how data science can assist you with infrastructure planning and engaging with your customers, this is the episode you do not want to miss out on. --- Send in a voice message: https://anchor.fm/analyticsshow/message
What is the future of Customer Experience, Employee Experience and Marketing in the digital age? Steven Van Belleghem, global thought leader and author, explains the influence of new technologies (AI, 5G, Iot…) on customer experience, and the human role in a world of automation (i.e. how to delight customers with an empathetic human touch). You'll also hear how the latest technology can solve business challenges if applied right, and leadership advice to thrive in 2022 and beyond.
I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. The one I have my eye on is Fender's, not because I know anything about amplifiers and their performance, but because I like how it looks like it came straight out of the 1960s. Nostalgia is an important part of my amplifier purchase. When I see the old-fashioned looking knobs on the amplifier, it reminds me of my childhood and the rock stars of my school days. Getting an amp that looks like that feels like an homage to my childhood dreams of being a rock star. Of course, the amp is a great amp, too. But I couldn't tell you why. I can tell you I like how it looks and how it makes me feel. In this episode, we explore how nostalgia can help your customers feel happy about your offerings, too. If you use nostalgia to appeal to customers' happy memories and feelings by looking at their past, they just might move forward into the future buying from you. Key Ideas to Improve Your Customer Experience The podcast begins with a description of what nostalgia is and why we feel it as human beings. Then we get into examples of how things trigger these nostalgic memories and evoke positive emotions, even if the experience in the past wasn't a pleasant one. Then, we talk about how you can employ nostalgia to evoke the memories during customer interactions that will spill the happy and pleased over onto your experience. 04:39 Ryan explains what nostalgia is from a psychological perspective. 06:35 We then describe why a negative experience can also make someone feel nostalgic. 08:06 We talk about the Monty Python “The Four Yorkshiremen” sketch that shows how even when people complain about the past, they still seem to feel fond of it. 13:21 Ryan explains some of the psychological benefits of feeling nostalgic that we enjoy as human beings. 15:12 We begin to apply nostalgia to a practical insight for Customer Experience, by using happy memories to cast a Halo-effect on your experience. 23:08 We explain how if you understand what makes people feel nostalgic, you can replicate that in your Customer Experience for them. 25:49 Ryan and Colin explain how you can use the psychology behind nostalgia to improve your experience for people. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
We sat down with Brian Kaskavalciyan, the Creator and Host of the Popular Podcast, The Wealthy Contractor. He is also the founder of gFour Marketing Group. Listen as we discuss Relationship Marketing, Customer Experience, and the 7 Secrets to becoming a wealthy contractor.
MAGICAL CUSTOMER EXPERIENCEDoes creating a magical customer experience sound like a bunch of marketing pie in the sky? Well, today's guest is a Disney management alum, and he says that you don't need a roller coaster or nightly fireworks to create a magical customer experience. So stay tuned and let's find out how. What You'll Discover About the Magical Customer Experience (highlights & transcript):https://businessconfidentialradio.com/?p=126307&preview=true# (HIGHLIGHTSCLICK HERE FOR AUDIO TRANSCRIPT) * Unpacking the magical customer experience [01:26] * How to adopt the magical customer experience for your business [04:25] * How small gifts create a magical customer experience and increase revenue [07:28] * How to get ideas for making your own magical customer experience [08:28] * How Disney's Law of Unlimited Abundance fits into the magical customer experience [12:05] * How to keep new hires from ruining the magic [15:10] * Salvaging the magical customer experience when things go wrong [17:17] * 2 ways businesses diminish the magical customer experience [20:07] * And MUCH more. ♥ Share this episode with someone you think will benefit from it. ♥ ♥ Leave a review at https://lovethepodcast.com/BusinessConfidential (Lovethepodcast.com/BusinessConfidential )♥ Guest: Vance MorrisVance spent 10 years working for the mouse at Walt Disney World in Orlando Florida. He started his career at Disney on the Opening Team of the Yacht & Beach Club Resorts, and progressed through the management ranks as a Night Club Manager at Pleasure Island, Service Trainer aboard the Empress Lily, and on the revitalization team of the Contemporary Resort in the mid-90's. It was at the Contemporary that Vance got his crowning achievement, Designing, Opening and Operating Chef Mickey's, Disney's flagship Character Dining Experience. After leaving Disney, (yes people do leave) he utilized his skills to rescue or improve many of America's companies and government agencies. His clients included Legal Seafoods, Tyson, NASA, Rain Forest Café, Compass Group, The Executive Office of the President of the United States, The Smithsonian and the Kennedy Center for the Performing Arts. Tiring of corporate life, Vance opened his own Bricks & Mortar Business in 2007. After meteoric growth of his service business, other entrepreneurs began to seek him out for advice and counsel. This spawned his next business, http://www.deliverservicenow.com/ (Deliver Service Now!), consulting and coaching other companies on how to create and implement Disney style service and then apply Direct Response Marketing to profit from it. Vance Morris has shared the stage with many of the premier marketers and service professional in the world; Dan Kennedy, Joe Polish, Bob Brown, Lou Ferrigno, Dean Jackson, Charles Henning, Lee Cockerell, and Meg Crofton. 2015-2019 Longest Reigning Marketer of the Year, GKIC & Dan Kennedy Award Winner Related Resources:Contact Vance and connect with him on http://www.linkedin.com/in/vancemorris (LinkedIn), https://www.facebook.com/DeliverServiceNow (Facebook), and https://twitter.com/DlvrProfitsNow (Twitter.) Join, Rate and Review:Rating and reviewing the show helps us grow our audience and allows us to bring you more of the rich information you need to succeed from our high powered guests. Leave a review at https://lovethepodcast.com/BusinessConfidential (Lovethepodcast.com/BusinessConfidential) Joining the Business Confidential Now family is easy and lets you have instant access to the latest tactics, strategies and tips to make your business more successful. Follow on your favorite podcast app http://bit.ly/bcnlisten (here) as well as on https://twitter.com/businessconfid (Twitter), https://facebook.com/businessconfidentialnow (Facebook), https://www.youtube.com/c/HannaHaslKelchner (YouTube),...
Hey CX Nation,In episode #147 of The CXChronicles Podcast we welcomed Chelsea Bedard, Chief Revenue Officer at Cann based in Los Angelas, CA. Cann is the #1 selling THC-infused beverage in California according to BDS Analytics. Founded by Stanford and Harvard graduates, Cann is reshaping social drinking with their microdosed, non-alcoholic beverages that deliver a perfect, uplifting feeling every time. Chelsea shares her experiences of building the sales & revenue team at Cann and what she's learned on her personal journey about finding new customers, understanding their needs and working hard at keeping them coming back again and again in the future. Adrian and Chelsea chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Cann as they've built & grown their company and team.**Episode #147 Highlight Reel:**1. How Cann is taking a totally different twist on the burgeoning cannabis industry & changing the future of drinking 2. Building a diverse team focused on solving problems & collaborating at all costs3. Leveraging product & merchandise placement to get your product visibility higher & increase sales4. Why managing your company's mistakes is one of the biggest hurdles for any business as it scales 5. The power of using the start, stop, continue methodology! Huge thanks to Chelsea for coming on the CXCP and featuring her team's work and efforts in pushing the THC-infused beverage space into the future!Click here to learn more about Chelsea BedardClick here to learn more about CannIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Reach out to us now at INFO@cxchronicles.com for more informationSupport the show (https://cxchronicles.com/)
https://www.linkedin.com/in/alexmead/ (Alex Mead) is no stranger to the Customer Experience community as many "thought leaders" have faced his challenges over the past few years, and rightfully so. He is a consistent voice on how customer experience needs to improve, and even thinks the term should be removed altogether. On this episode of Be Customer Led, Alex and I get into it, talking about: Where customer experience has gone wrong over the last few years The 3-5 things Alex feels companies need to focus on to deliver great experiences How COVID has changed experiences (forever) How Alex is approaching customer service experience for the start-up he's working on in the GCC Technology's role in customer experience and its impact Really interesting show with someone who brings a new and interesting perspective to customer experience, and is in the CX trenches every. single. day.
In this episode, Shawn and Lacey welcome special guest, Chris Wallace, Founder of Innerview. As president of the marketing consulting firm, he shares his experience in helping businesses small and large develop behaviors that match their brand. He also gives his insight on creating a balance between Marketing, Sales, and Branding is the simplest way!Main Points:3:30 - Employees at Innerview are Salespeople at heart5:30- Which is more important: Marketing or Sales?7:30 - Brand = The set of promises your company makes.8:30 - Why Southwest Airlines Can Make Jokes14:00 - Why it's important to listen to your clients20:15 - Creating a feedback loop within your marketing and sales team24:00 - Getting the right balance between Marketing and Sales30:15 - The difference between Customer Experience and Employee ExperienceAs Founder and President of InnerView, Chris builds upon previous success as the founder and CEO of Incite, a sales consulting and coaching practice, and his more than 15 years of sales, marketing and corporate leadership. Beyond his work with clients, Chris is able to apply his passions as a teacher and author. He is an adjunct MBA professor at Temple's Fox School of Business and has been published in outlets such as Harvard Business Review's HBR.org.Connect with Chris & Innerview:Website: https://innerviewgroup.com/team/chris-wallace/Instagram: https://www.instagram.com/innerviewgroup/?igshid=1i753ab6llek5LinkedIn: https://www.linkedin.com/company/innerview-group/Twitter: https://twitter.com/innerviewgroupYouTube: https://www.youtube.com/channel/UCPc2FF1Y3W2_BJhwlmHMqWw/featuredMake sure you SUBSCRIBE and leave a review if you enjoyed this episode!
Brian Solis is a world-renowned digital anthropologist and futurist who serves as Global Innovation Evangelist at Salesforce. Brian is also an 8x best-selling author and international keynote speaker.Brian shared his latest research on CX and its new trajectory as a result of the pandemic at the 2021 AMA Ignite that I moderated. He also explored how marketing can take the lead to unify the organization around the customer's experience and the future of business growth.***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★
This week on Flip the Switch, we are joined by Paula Courtney, CEO of the Verde Group. Partnering with many Fortune 100 companies, the Verde Group brings unique methods to studying consumer behavior and improving the customer experience. Rather than asking “How was your experience?” Paula and her team probe for customer dissatisfaction. Their research has demonstrated that innovating off of points of friction and restoring consumer confidence have a greater financial impact on organizations. This episode dives into the five key elements of consumer choice, knowing your customer and maintaining their loyalty. Show Notes3:13 The “Re-Imagined Consumer” and their Revised Personal Purpose6:43 The 5 Key Elements to Consumer Choice11:36 Identifying Moments that Matter in the Experience15:12 Factors that Influence Net Promoter Scores17:28 Creating Actionable Insights > Measuring Attitudes19:29 The Impact of Negative Experiences on the Bottom Line24:06 Studying the “Wow” Factor26:05 How Do You Want to Receive Customer Support?28:22 The Only Currency That Matters33:08 Unique Service Recovery Tools36:21 The Customer Super Agent40:54 Recognize, Not Reward Your Loyal Customers44:54 Paula's Billboard-----For more info on topics covered in this episode, check out:The Verde GroupVerde Group Studies and White PapersConsumers Aren't Feeling the Love, Here's How to Change That Exploring the Loyalty / CX ConnectionThe Great Payoff of Delivering Wow!The Reimagined Consumer Connect with Paula via Twitter or LinkedIn and follow the Verde Group for more insights (Twitter | LinkedIn)
Every day, we text to communicate and quickly share news and questions with our family and friends. Why can't contacting a brand be that simple? That's the question that caused Mike Myer to create the digital CX company Quiq. As CEO, Myer has a unique view of the future of conversational AI and its power to transform customer experience. Conversational AI allows customers to chat with human agents or bots through text on a variety of channels and quickly and conveniently get the information they need. One channel Quiq's customers have seen strong success is through Facebook Messenger. Most customers are already using the platform, which makes it convenient for them to also use it to connect with brands. Through Messenger, customers and agents or bots can send images, create a menu of choices and even provide a carousel of options for quick replies. Myer says Messenger provides rich interactions that can greatly improve a customer's experience with a brand. It's a huge improvement over calling a contact center on the phone, which has dominated the industry for decades. Conversational AI can be tailored to meet the needs of nearly any type of customer and is helpful with reducing churn, increasing return on ad spend and greatly increasing efficiency. Instead of contact center agents talking to customers individually on the phone, companies can do twice the customer volume with only 25% more agents. Quiq customers have also seen a 40x return on ad spend through Facebook Messenger. In most cases, adopting conversational AI actually leads to a decrease in budget, but it requires the courage to reallocate funds away from traditional contact centers to new technology and bots. Myer says conversational AI is still on the left side of the bell curve of adoption. But as more companies innovate with conversational AI through Messenger and texting and see the financial and service improvements, the practice will continue to grow. Conversational AI is growing, and this is just the beginning. Myer predicts that in three to five years, the majority of customer interactions with large brands won't be over the phone but will instead be through texting. Brands that take the leap of faith and get on the conversational AI train now are creating the next generation of customer engagement and shaping the future of CX. *This episode is sponsored by Quiq. Quiq is a leading conversational AI platform that drives two-way conversations to deliver a better experience for people and brands. Quiq enables enterprises to connect and engage in two-way conversations with their customers across varied messaging channels — including Facebook Messenger — in more than 170 languages. Quiq is the future of business-to-consumer messaging; it's the wingman every brand and CX'er needs. _______________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the new Customer Experience Community here.
Dan Gingiss is an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. His 20-year professional career spanned multiple disciplines, including customer experience, marketing, social media and customer service. He held leadership positions at McDonald's, Discover and Humana. Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share, which was released in September 2021. And he's also the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media. He also hosts the “Experience This!” show podcast and “The Experience Maker Show.” He earned a B.A. in Psychology and Communications from the University of Pennsylvania, and an M.B.A. in Marketing from the Kellogg School of Management at Northwestern University. Questions Could you share a little bit about your journey? How it is that you got to where you are today? Could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience? Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience? You mentioned that word of mouth is the best type of advertising for any business. How can we get our customers to the point where they want to share their experiences with us and it's not just a mere experience? Have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area? In this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers? Can you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Can you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you read recently, but it still had a great impact on you. Can you also share with us what's the one thing that's going on in your life right now, something that you're really excited about? It could be something you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to keep you on track or get you refocus if for any reason you got derailed. Highlights Dan's Journey Dan shared that he started out in a marketing role right after college, even though he had never taken a marketing class; he was a psychology and communications, undergraduate major. And he realized once he gets into marketing, that's basically what marketing is, it's psychology plus communication. So, it turned out to work out pretty well. And he held that job for about four years, he really liked it. But he ended up going to business school, where he really formalized the marketing learning. And he learned that everything he had been doing had names and frameworks and all that sort of thing. And then he spent another 15 - 16 years in corporate America, in financial services, healthcare, and eventually McDonald's, learning all sorts of marketing channels, but also evolving into customer experience, and really falling in love with CX and its power to impact the bottom line, to obviously make customers happier. And so, the book is really a summary of everything that he's learned, put into a simple framework that allows companies to create remarkable experiences for their customers without spending a lot of money. “The Experience Maker, How to Create Remarkable Experiences That Your Customers Can't Wait to Share” - The Pillars That The Book is Built On Me: Amazing. So the book is really, really an awesome tool. So, for those of our listeners that are not familiar with Dan's book, it's The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share. So, could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience? Dan shared that he's a believer as a marketer, that the single best way to do marketing today is to get our customers to do it for us. And it's called word of mouth marketing; it's usually been considered the holy grail for marketers, and something that's been on attainable until now. And really, what we're finding is that the companies that create great experiences don't have to work so hard at marketing, because their customers are doing it for them, they're sharing these experiences, because people like sharing positivity. We know that people share both negative experiences and positive experiences, but what they don't share is an average experience. Nobody ever has said; “Let me tell you about the perfectly ordinary restaurant I went to last night.” That's not something we care to share. But man, we will talk about it if it was amazing, and we will talk about it if it was terrible. And so, the idea of the book is to teach companies, how do you create those amazing experiences and how do you create them in such a way that customers can't help themselves, they reach into their pocket and grab their phone and take a picture and share it and say nice things about you. So, the framework that he introduced is called WISER. And it's so that you become wiser than the competition when it comes to customer experience. The first four letters wise stand for Witty, Immersive, Shareable, and Extraordinary, which are four different elements that help to create the kinds of experiences that are remarkable or worthy of remark, worthy of talking about. Now you can use one of them, or you can use more than one of them. And the more that you stack them, the more powerful they are. But even just using one is going to start to change how your customers perceive the experience with you. The R in WISER then becomes about being Responsive. And when people are talking about us, especially on social media, we've got to be part of that conversation. After all, if somebody gives us a compliment, we ignore them in real life, that's pretty rude. They don't think really highly of us and yet brands do that all the time in social media, where customers are complimenting them, but the brand is nowhere to be found. Me: So, one of the things I really liked about the section on Witty, so you kind of explained that a little bit for us, you indicated that it wasn't so much about being humorous, because not many brands can carry off humour, depending on what their brand, reputation or image is. But more so, being very clever and creative in the messaging that you put across. And there was one that really caught my eye in the book when I was reading; the gas station one where it said customer service is priceless and I thought that was really cool. Because at a gas station, typically, rates are not necessarily the best. So, that kind of caught my eye like if I did see two gas stations, as you suggested in the book and said customer service is priceless, I probably would go to the one that said that versus the one that didn't have anything that would have caught my eye. That was really cool. Dan shared that one of the ideas there is that competing on price is a loser's game, and all you got to do is talk to that gas station owner because he's got his competitor right across the street selling a very similar product for the exact same price. So, competing on price isn't going to work for him. Now competing on product is also difficult because they're both selling gas and inside their stores, they're both selling basically the same convenience items. So, what's left is customer experience and if this particular gas station can differentiate based on the service that you're going to get, that is a reason to choose one over the other one across the street. Example of Companies that Have Demonstrated an Immersive Experience Me: So, the next part of your book talks about delivering an experience that is immersive. Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience? Dan shared that immersive is really about the continuity of the experience and creating something that is consistent and fluid in the customer's eyes. And that's difficult as companies get bigger because they tend to have silos and everyone in each silo is responsible for one part of the experience, but nobody's responsible for connecting those experiences together. So the poor customer ends up with this very choppy experience moving from part to part in your company. So, one of the examples that he shared in the book is about a company called Imperfect Produce. And they're a company that takes strangely shaped and sized fruit and vegetables that don't meet the cosmetic standards of a grocery store. And they box them into a subscription service that you can get a box every week at your doorstep. And what they do is play on this idea that their fruits and vegetables sometimes look funny, they're sometimes too big or too small, or they're dented, or they're just shaped weirdly. And so, they actually lean into that and they have these characters that appear throughout the experience that are these vegetables and they have googly eyes. And you see these characters in their marketing, on the box, really throughout the experience. The other thing that they really lean into is this idea that by buying their fruits and vegetables, which otherwise would have gone into the landfill, you're doing a good thing, you're saving waste from going to the landfill, you're saving water and CO2 because of the farmers not having to replant so often and they track this on the website. So, every time he goes in to pick his fruits and vegetables, he's reminded of how much he has saved from the landfill and he noticed the other day he just crossed 1200 pounds of produce that he's gotten since he's been a customer. And these are the kinds of things that keep people coming back for more because of the immersive nature of them; he's much more tied into this brand than he would have been if they weren't immersive. Me: It's almost like you feel like you're a part of their journey in whatever they're doing and because of that, it's much more difficult for you to walk away from them. And now it becomes a real relationship, because there's value being given on both ends of the spectrum. How to Get Customers to Share Their Experiences With Us Me: Now, you also mentioned that your experiences must be shareable. And I remember you used this word in the book, where you said customers have like a “Meh” experience, which is, I guess, just a mediocre one. I guess if we were to compare it to NPS, it would be like persons who scored seven and eight, because they're not really wowed, but they're not disappointed either, so they're kind of in the middle. So, what I really wanted to ask was, we have customers who we want to share our experiences and you mentioned that word of mouth is the best type of advertising for any business. “How can we get our customers to the point where they want to share their experiences with us and it's not just a “Meh” experience?” Dan shared that the best example that he thinks really epitomizes this is the story that he tells in the book of taking his son for his birthday to a restaurant called Fleming Steakhouse. And they walk into the restaurant, he had already told them ahead of time that it was his son's birthday, and the Maître d' hands him a birthday card that is signed by the staff. And he was pretty impressed with that, he had not seen that before. And they're sitting in eating our dinner and the discussion turns to and this may just happen in families where dad is a customer experience guy. But the discussion turns to his daughter actually brought up and said, “Hey, if they brought us a birthday card, I'll bet they're going to do something pretty special at the end of the meal.” In the US, you often get a slice of cake and a candle when it's your birthday, and it's a very nice gesture, it's just that every restaurant does it, so it doesn't necessarily stand out. And sure enough, Fleming's did not disappoint, they came out with a box of handmade chocolates that was sitting on a plate, where Happy Birthday was spelled out in cocoa powder. And instead of a candle, they had a sparkler and the sparkler is so much cooler than a candle. Now, there are four people at the table and without being told to and without coordinating, everybody immediately grabbed for their phones. And they took a picture of this dessert. And the parent shared it to Facebook, and the kids shared it to Snapchat or Instagram, and just like that, Fleming's had four different shares of an experience at their restaurant, all because they decided that a slice of cake and a candle while a nice gesture, is just not going to stand out enough for people to want to share it. Now, he'll bet that box of chocolates and the sparkler doesn't cost them much more, it might even be around the same price. But the idea is that it's so completely different and it stands out in such a way that people can't help themselves, they want to take a picture of it. And so, he uses that as a metaphor for companies to think about, “Where do you have a candle that you could turn into a sparkler?” Because that's the difference, that's what makes it shareable. Me: That's amazing. That was really out of the box thinking that that restaurant did for your son. And you're right; every restaurant does just give a cake and a candle so if you're doing something different then I guess that's where the extraordinary in your wise acronym comes in because that experience was definitely extra ordinary, it was definitely out of the ordinary. Dan stated that extraordinary just means a little bit better than ordinary, it doesn't have to be a private firework show and a Beyonce' concert, that's extraordinary too. But nobody has that kind of budget to do. And so, it's just about figuring out somewhere in your journey, where let's say you're doing something the same way that your competitors do it, that's a pretty good bet that that's an average experience, because your competitors are not delivering extraordinary experiences most of the time. So if you're doing it like everybody else is doing it, do it differently. And that's a great way to go from ordinary to extraordinary, make it stand out by being a little bit different and that is another element that causes people to want to talk about it. Since the Pandemic, Do You Find That Customers Are More Sensitive to Customer Experiences? Me: So Dan, a big part of customer experience now, I know it has definitely changed a lot. I know a lot of customers are paying so much more attention to it now since we're all going through this global pandemic. But have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area? Dan stated absolutely. He thinks we as customers really took note, especially early on in the pandemic, of which companies were there for us when we really needed them, and which companies weren't. And the truth is, is that a lot of companies did a very nice job at especially at the beginning of the pandemic, responding, reacting, and innovating. And then other companies really did not a good job of this. And basically checked the box, and didn't particularly do anything different. So, an example of that is when the pandemic first started, most of us got a lot of emails from companies that were telling us about their enhanced cleaning procedures. And he loved that everybody called them enhanced cleaning procedures, they weren't ever better or improved, or anything other than the word enhanced because somebody started using the word enhance, and then everybody else copied that word. And they also sent us, at least in the US, they would send us to the CDC website, which is the Center for Disease Control, he's sure other countries have a similar organization. And what he found was that all these emails basically said the same thing, they were totally uncreative, unremarkable. And then I got an email from his investment broker Charles Schwab and their email didn't say anything about cleaning procedures, or the CDC website. Instead, their email said, “We understand that you must be very nervous about a volatile stock market. And so, we want to make sure that you know all of these tools and benefits that you have available to you that you can use to help you through this difficult time.” And for him, that was exactly what he needed from his investment firm. He didn't care about their cleaning procedure, that wasn't important to him. But he certainly cared about a volatile stock market. So that's the difference between companies that cared, and that were really trying to deliver what customers needed at this difficult time, versus what everybody else was doing. And so, that is something that customers remember and they've seen lots and lots of customers switch brands during the pandemic, because they realized that the company they were doing business with just wasn't going to be delivering the experience that they wanted. Re-Humanize The Customer Experience Even Though Using Digital to Support that Whole Transition and Make Things Easier for Customers Me: Amazing. So, that's definitely some other ways that our customers' expectations have changed. I think also Dan, since the pandemic, I get that digital transformation is super important and it definitely makes life that much easier for the customer and can create that effortless experience for them and seamless experience, especially seeing that you may not want to physically go to the business place. But I get a lot of questions from time to time from companies asking me questions like; “Do you think human beings are going to become obsolete totally in the whole realm of customer experience? And of course, my answer is always no. But in this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers? Dan shared that he totally agrees with Yanique, humans aren't going anywhere, we're not going to be replaced by robots. And the reality is that customers today crave human interaction and the pandemic actually exacerbated that, especially the time that we were all stuck in our homes for so long, we wanted human interaction. And so, there's a time and a place for both human engagement and technology engagement within the customer journey. There are times where we just want to self serve, and we just want to go online and see our balance or pay a bill or whatever and we don't want anybody to bother us, we just want to do it ourselves. And then there are other times where we really need to talk to someone because we have a problem that we don't think we can solve by ourselves or that might have too many layers to it. And so, we don't, at that point, want to talk to a computer, we want to talk to a person. And he thinks that companies that are getting it right are figuring out when do we deliver self service and when do we deliver human service. But those two things are always going to exist; one is not going to replace another. App, Website or Tool that Dan Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Dan shared that he would say right now it's actually LinkedIn and the reason for that is just that it is the place where he network, where he share content, where he consume other people's content. And where he meets people that want to do business with him. And he thinks that is the space right now online that he can't do without. Books That Have Had the Greatest Impact on Dan When asked about books that have had the biggest impact, Dan shared that one of his favorites is They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing and Today's Digital Consumer by Marcus Sheridan. It's a marketing book and it teaches you how to create content around the questions that your customers ask you, or that your prospects ask you. And so, although it's a marketing book, it actually takes a lot of customer experience themes into it and he thinks it was one of the most valuable books that he has read, and has used in his own business and actually has used with clients as well. Another one that he would pick, he's going to go with one of Jay Baer's books, because he loves him as well. He really loved Utility, but he's going to go with Hug Your Haters: How to Embrace Complaints and Keep Your Customers. And much like his (Dan) first book, being about social media, customer service, this is really a book that tells you to embrace complaints, and to learn from them and to treat them as gifts, because they can help you not only be responsive to customers, and maybe turn them from detractors to advocates, but also to go back to your business and find what's actually wrong and try to fix it for other people. So, Hug Your Haters is another one that definitely changed how he thinks about things. What Dan is Really Excited About Now! When asked about something that he's really excited about, Dan stated that you're asking a guy that just spent nine months launching a book; he's now kind of just coming off of that. But he'll say that he's super excited to be back speaking on stages in person. He had two keynotes this week in two different cities, it was so nice to be with people again, yes, everybody's being safe and wearing a mask where appropriate. But there's just something as the speaker to talking to people in real life and seeing their eyes and seeing their reactions and hearing them laugh and clap and what have you that just doesn't happen on Zoom or in digital channels. And so, that's something he's really excited about is the fact that live events are coming back and are back in some places. And he really looks forward to doing a lot more of those in 2022. Me: That's brilliant, love that. So simple. And pre pandemic, we probably would have taken these very simple things for granted. I'm sure we never would have imagined a time when we were locked up in our homes and everything had to be digital. So now, as you said, we're getting back out there, and we're still being safe. But you really appreciate the very simple things in life that as I would say, we may have taken for granted; we wouldn't have realized how important or how valuable those kinds of experiences are. Where Can We Find Dan Online Website - https://dangingiss.com/ LinkedIn – Dan Gingiss Twitter - @dgingiss Quote or Saying that During Times of Adversity Dan Uses When asked about a quote or saying that he tends to revert to, Dan shared that this quote, believe it or not comes from a fortune cookie. He got this fortune that he was so excited about and he taped it up on to his camera right behind his laptop screen. So, since the camera is always facing him, he can always see this. And it says, “Never mind tomorrow. Today is the day.” And he loves that because there are days where we want to procrastinate, or there are days where we just don't have the energy. And he likes reminding himself that today's the day and today is the day that he can move his business forward, he can help a customer out, he can do something nice for somebody, and you never know what tomorrow brings, or even if tomorrow brings and so that's a quote that's definitely stuck with him for a while. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share by Dan Gingiss Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing and Today's Digital Consumer by Marcus Sheridan Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
Jim Inglis has a 60+ year career in retail including a long tenure at The Home Depot. With his book Breakthrough Retailing: How a Bleeding Orange Culture Can Change Everything, he reflects on his time with the home improvement retailer and, most of all, what other brands can learn from the company's rise, stagnation and rebirth. During this week's Retail Remix, Jim shares lessons from the retail trenches, including how to: Create a differentiated brand from the ground up; Design a culture that employees love; Tackle logistical issues such as pricing and supply chain; and Inspire employees to build their skill set and foster a career in retail. RELATED LINKS Buy a copy of Jim's book Learn more about Jim's career
Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNowWhere does the Customer Experience Start?Why is it important to involve your employees in the decision-making process to deliver great CX?What specifically should the employee be involved with? Should they have an input in technology selection, onboarding, operations, marketing? Where does it stop?Let's talk about Technology next. Why do most companies feel that technology is always the solution?What happens if the technology is too complex or not integrated correctly? What does that do to morale or productivity?What makes CX professionals agents of change? How is that different than other leaders in the organization?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ v★ Support this podcast on Patreon ★
Today, we are going to talk about creating a good customer experience. Last time someone asked you for a recommendation about a place to eat, which restaurant did you recommend? Our guess is you probably mentioned a place where you had an incredibly good time. This is the same thought process that runs through the mind of all your clients. You want to be the person that meets and exceeds customer expectations. And it all starts by creating a positive customer experience. What You'll Learn: - What is customer experience? - Why positive customer experience is so crucial for your business - How to measure customer experience - How to make an excellent first impression - The difference between customer service and customer experience - Tips on how to improve customer experience - Why you need to ask for feedback and reviews after a completed project Positive customer experience is crucial to the success of your business. A happy customer is more likely to become a loyal customer, and the most influential piece of marketing you need is a customer who promotes your business through word-of-mouth. Lastly, it's much easier to retain existing clients than it is to attract new ones. That's why most of your efforts should be centred around making your existing customers happy. Resources: - Get our FREE guide on how to make money instantly in your events business https://bit.ly/balloonsmeanbusiness - Connect with Katherine Lyndon https://www.instagram.com/dressyourdaydream/ - Connect with Michelle Lemmer https://www.instagram.com/theventsclique
November 22, 2021: Tony Thornton, Principal Advisor, Federal Health Care at World Wide Technology joins Bill for the news today. What should interoperability look like in eight years? ONC asked, you answered. What can health IT do to address the nursing shortage? What exactly is federal healthcare and how do you drive it? How do we align technology to ensure we are meeting the needs of the customers? We're starting to see amazing AI and machine learning tools and analyzing large amounts of data. The challenge is still getting that data to move and the quality of that data, once it moves. How can we clean it up so that these tools can benefit us?Key Points:00:00:00 - Introduction00:12:10 - Individuals will have internet based access to their past, present and future electronic health information from clinical and administrative sources00:12:30 - Individuals and health professionals will be able to discover and compare online, the costs of healthcare services, procedures or drugs before it is ordered and prescribed 00:19:10- Public health response, and preparedness will be driven by real-time data that allow public health agencies to quickly identify when and where infectious disease breaks out World Wide TechnologyStories:COVID Telehealth Fraud Caused $1.4B in Losses: DOJ - The Crime ReportWhat it will take to maintain the accelerated pace of innovation in health care post-pandemic - Health EvolutionWhat should interoperability look like in eight years? ONC asked, you answered - Healthcare IT NewsCHS Ready to Play More Offense on Nurse Recruiting, Training - Healthcare Innovation
Amazon war immer die Zukunftsvision schlechthin und der Erfolg gab dem Unternehmen jahrelang recht. Doch wir schauen in die Zukunft und beschäftigen uns mit der Rolle von Amazon in den nächsten zehn Jahren. Hat dieses Modell immer noch Zukunft? Die Faktoren Preisauswahl, Nutzerverständnis, Sortiment und Verfügbarkeit haben Amazon einst zum ersten Platz im Onlinehandel gemacht, doch ist die Umsetzung noch zeitgemäß? Wir schauen uns an, ob Amazon immer noch alternativlos ist und in welchen Bereichen andere Unternehmen stark aufholen konnten. Du erfährst… • … ob Amazon nach wie vor zukunftsweisend ist • … was Amazon die letzten Jahre groß gemacht hat • … warum Amazon aus Nutzersicht so attraktiv ist • … wie Amazon das Thema Kunde angeht
One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field. It can be challenging to communicate why you are the best when you have a complex offering and you want to tell customers all about it. However, one thing I know to be true is that it doesn't matter who is the best; it matters who customers perceive to be the best. In this episode, we explore what behavioral science concepts might help Jeanne-Claude, and all the rest of you that suffer through something similar, to get the best of his competition. Key Ideas to Improve your Customer Experience There are a number of factors that influence how customers perceive and offer. In the case of a complicated offering, they might be using something that is easier to compare to get them to a decision. However, it could also be the way the information is presented that drives them to the competition. It might even be that the way the choices are presented is making it difficult for them to choose Jeanne-Claude's company. We talk about all of these concepts in this episode and how they might be influencing his results as well as how he can leverage them to change the outcome. Here are a few key moments in the discussion. 01:54 We read Jeanne-Claude's frustrating problem that despite being the best, they are losing to the competition. 03:39 Ryan explains the Evaluability Hypothesis and how it might influence the decision-making process for customers. 07:50 Colin shares a story about choosing travel insurance and how a magazine provided an easier metric to choose one from the many available options. 14:44 Colin explains that it is essential to understand what motivates a decision for specific customers so you can appeal to that in your communication. 21:22 We introduce the concept of framing and how it might influence people's decisions. 25:42 Ryan brings Choice Architecture into the conversation and how presenting the choices in a different way might lead Jeanne-Claude's customers in a new direction. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
Nathan and I discuss some of the principals behind BILT's success, one of them being that they measure it by their own customer's success. BILT is a customer experience platform. It operates as an app that provides a 3D assembly experience for customers who need to build a finished item like a grill or bed frame. BILT has worked with companies such as Weber, IKEA, and the Home Depot, to help empower customers and give them the confidence needed in order to complete their project.
November 19, 2021: Bill and Drex discuss the latest round of in-person (yippee!) conferences. HLTH, CHIME & Healthcare 2 Healthcare. The top five themes that came up were Labor Shortage, Cybersecurity, Digital Front Door, Automation and Care Venues. As a CIO, what do you do when staff members start getting better offers elsewhere? What are the keys to staff retention? Why do some health systems handle the recovery from ransomware attacks really well and others suffer? What is happening in the world of automation and specifically clinical automation tools? And can we figure out how to adopt them very quickly? And care venues are getting smaller, more creative and more specialized. These new settings are driving CIO's to come up with new ways to do things they've never ever done before. Key Points:00:00:00 - Intro00:03:20 - Will company cultures start to decay as we continue to look at each other through a screen?00:12:50 - Digital health is about simplicity. It's about thinking about patients as consumers and how they deal with all the other online parts of their life today.00:14:40 - There's a significant nurse shortage coming right down the pike00:19:30 - The 3 companies to watch in 2022 are Transcarent, Best Buy and Walmart
In this podcast ILLUME Founder and Co-Owner, Anne Dougherty, talks with ILLUME Vice President, Laura Schauer, to discuss ways in which utilities are becoming more customer-centric as they seek to add value to the customer experience. This conversation is a follow up to Laura's blog, Why the Future of Utilities Is All About Adding Value to Customer Experience, published in collaboration with Salesforce
The week before Thanksgiving is a great time of the year. It's time where you can reset some of the negativity that you may have in your contact center, and accent the positivity using some motivational tactics that really get a boost when paired with the holiday season.In this episode (129) we talk about ways to engage and motivate employees during the holidays, ways you can utilize social media with your teams better to motivate and enhance culture, and we also discuss bonuses and some bonus structures that I have used in the past in the contact center environment.This episode is all about your agents and helping develop the culture you want.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo
In this Intel Conversations in the Cloud audio podcast: Nitin Somalaraju from Tech Mahindra joins host Jake Smith to talk about the company's Speech Analytics platform named Sayint, which uses cutting-edge artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to uncover meaningful insights from customer conversations. Nitin talks about why regional localization […]
In this episode we have Randall King, the President of Commercial Solutions at Conduent. As the Group President of Customer Experience Management, Randall has responsibility for 25k customer experience professionals who deliver best-in-class service globally to millions of customers on behalf of their clients. In this role, Randall drives strategic transformation, stronger client relationships, and service excellence. He works in close collaboration with business and technology leaders to bring innovative solutions to their clients, while delivering an integrated and seamless experience to their customers. Advice for someone starting out in the customer space 2:38Priority and balance 6:54Good and bad lessons learned 10:41Exciting trends in the market 18:57Working from home 21:41A summary statement for transforming your business 26:33“Perfection is the enemy of done and it's hard to turn a ship that's not moving. In my career I've had so much more success if you just get under way and of course things like agile methodologies really help with that with sprints, but just get out there and get going. Course correct as you go. You'll learn, you'll get better, and as you have progress, people get excited, and then they want to achieve more and before you know it, you're really driving out some great results.” 3:34https://firstname.lastname@example.org
One of the defining characteristics of this age of business is ambiguity. And to face that ambiguity with courage, we need to heed both ambitious visions of the future and the hard-earned lessons of the past. And you couldn't ask for a better source of prescient ideas and valuable lessons than LivePerson CEO & Founder Rob LoCascio. He's the rare tech entrepreneur who really may have seen it all.In his talk with Jesse, Rob discusses the ups and downs of his 25-year journey, revealing how he managed through the dot-com bubble, the Great Recession, and now, a global pandemic. He reflects on his company's invention of cloud-based web chat for business, achieved decades before the cloud as we know it came into existence. Rob offers thoughts on the future of conversational commerce, and reveals how LivePerson is now building AI tools that can hold remarkably natural and confidence-inspiring conversations with customers. Finally, he attests to the power that blockchain technology can offer to workers, and describes how he's leading with empathy in support of employees. Throughout, Rob's depiction of what he calls his “beautiful journey” is refreshingly frank, earnestly offered, and packed with useful advice and encouragement for entrepreneurs and intrapreneurs alike.(4:01) Why the entrepreneurial journey is full of setbacks and unknowns, but worth it(8:54) Inventing the cloud, decades before the cloud(13:24) How LivePerson builds chatbots that can hold more natural & personalized conversations with customers(21:55) The rise and democratizing potential of blockchain tech for workers(26:25) How conversational commerce can actually decentralize commerce—for good(28:12) To college or not to college?Guest BioRob LoCascio has served as LivePerson's Chief Executive Officer and Chairman of the Board of Directors since the company's inception in November 1995. Additionally, he founded the charity Feeding NYC, hosts the podcast Over The Wall and is a frequent contributor to Inc., and other publications. Rob was named a New York City Ernst & Young Entrepreneur of the Year finalist in 2001 and 2008, and was the winner of the 2015 Smart CEO Circle of Excellence Award.Helpful Links Rob's podcast: Over the WallInc. article: Four things to consider before turning your business over to bots (Rob authored)Announcing the launch of Conversational MarketplacesRob's charity: Feeding NYCRob on LinkedIn and Twitter
Hey CX Nation,In episode #145 of The CXChronicles Podcast we welcomed Jason Hennessey, CEO at Hennessey Digital based in Los Angelas, CA.Jason Hennessey is an internationally-recognized SEO expert, author, speaker, entrepreneur, and business executive. Since 2001, Jason has been reverse-engineering the Google algorithm as a self-taught student and practitioner of SEO and search marketing.His expertise led him to grow and sell multiple businesses, starting with a dot-com in the wedding industry. After presenting his SEO knowledge to a group of lawyers in 2009, Jason founded and later sold Everspark Interactive, cementing his reputation as a thought leader and authority in SEO for the legal industry. As CEO of Hennessey Digital since 2015, Jason grew a small consultancy to a $10MM+ business that made the Inc. 5000 list for the second year in a row in 2020, and he also runs SEO industry news site iloveseo.com. Adrian and Jason chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Hennessey Digital as they've built & grown their company and team.**Episode #145 Highlight Reel:**1. Learning from other successful entrepreneurs to build your personal playbook for success 2. Leveraging the power of SEO to help future customers find your business & brand 3. Using case studies and past customer success stories to grow your business 4. Focusing on team building & leveraging others experience to drive business growth 5. How you can convert customer & employee feedback into tomorrow's great ideas for your scaling businessHuge thanks to Jason for coming on the CXCP and featuring his team's work and efforts in pushing the talent & location intelligence space into the future!Click here to learn more about Jason HennesseyClick here to learn more about Hennessey DigitalIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Reach out to us now at INFO@cxchronicles.com for more informationSupport the show (https://cxchronicles.com/)
Charlie Godfrey is the Senior Director at Genesys.01:00 What is one thing people might not know about you?01:50 Can you have Empathy with Technology?02:43 A lot of people talk about Empathy, but how do you make it real?10:50 What is the difference between Empathy and Sympathy?13:07 Can Empathy be taught?17:23 Should you deliver Empathy to your Customers or Employees first?Where do people fail with Empathy?20:07 How does empathy align with CX?24:50 Is it possible to have empathy at scale? Do you need tech involved?28:46 What book or person in customer service or experience has influenced you the most in the past year?If you could leave a note to all customer service professionals, what would you say?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★
Anastasia is a Certified Brand Experience Consultant helping businesses and entrepreneurs to keep their customers and get referrals instead of spending money on attracting new customers all the time.She has helped brands like McDonald's, KENZO, BNP Paribas, Jabil and others to reinvent their customer experience so that they can increase their bottom line. Now she teaches entrepreneurs in NYC, London, Brussels and Eastern Europe the secrets top global companies like Starbucks, Disney, Lexus, Amazon and others are using to keep their customers and employees. Eric and Anastasia discuss how she helps transform organizational culture, even in countries like Ukraine, where the word "Serve" only exists when speaking about serving in the military or in the church. Anastasia's experience with helping large organizations and entrepreneurs helps her clients value their customers and become magnets for retaining business. Anastasia shares how she left the corporate world and did was not able to get a new client until she decided to write an article for Forbes Magazine. After landing her very first client, she went on to write for Forbes every other week and became a professor at a business school, teaching principles of customer service, customer satisfaction, creating a customer centric brand, and how to lead people successfully.Be sure to connect with us in our Lead Sell Grow – The Human Experience Tribe Facebook group:https://www.facebook.com/groups/leadsellgrowDownload the FREE ebook that will help you connect with, and understand your buyers faster! Learn more about our services: www.TheGoalGuide.comImprove your sales and stay connected – Free Gifts Here https://shor.by/TheGoalGuidePodcast Intro and outroArtist: DisfigureTrack: BlankMusic Provided by: NoCopyrightSoundsWatch: https://youtu.be/p7ZsBPK656sFree Download / Stream: http://ncs.io/blank
In Episode 47 of BEST HIRE EVER, Kris Dunn talks with Phil North (VP of Customer Experience at Kinetix) on the challenges of disagreeing and resolving subsequent conflict (or perceived conflict) on REMOTE TEAMS, where visual cues and informal, in-person connection is rare. From a new hire perspective, this is a big topic to properly onboard and not lose a new hire to the "quick quit" trend that's happening more often in a tight labor market. In their conversation, Phil and KD hit the following: The tools available to remote teams to resolve conflict – text, voice calls, more Zoom or MS Teams calls. How quickly to go back/reach out once you battled with someone. The potential for setting rules for how tension reduction can happen on remote teams. Does the teammate feel the same way? How do you know? The danger of letting it roll for days without attempting to resolve it/. Phil's love for Mini-Coopers and ability to spin life situations from a Mini-Cooper lens. Please subscribe, rate and review (Apple) and follow (Spotify) to get the latest delivered to you. Click here if you don't see the player below! ---------Phil North Phil North on LinkedIn ------------Kris Dunn Kris Dunn on LinkedIn Kinetix Kris Dunn on Twitter Kris Dunn on Instagram
Nathan Foy is founder and CEO of Fortis, nine-time Inc. Magazine honoree as one of America's fastest-growing companies. Fortis provides over 25,000 private, secure trips in 114 countries per year to clientele worth more than half a trillion dollars. These clients routinely ranked Fortis on Gallup surveys as the best in the industry. With offices in Greenville, South Carolina, and Hong Kong, Fortis offers ground transportation to more private jet owners than any other service in the world. Nathan's first book, What Rich Clients Want: (But Won't Tell You), translates the Fortis experience into a replicable, scalable business model any service provider can recreate. Nathan lives in Greenville with his wife, Pam and their four children. Questions Could you share with our guests a little bit about your journey, how it is that you got to where you are today? Could you tell us a little bit about that book? Is there a particular strategy or approach that you take to serve rich clients versus clients who are not rich, you want to share with us how it is this book can be applied to everybody in business? Can you share with us maybe what are maybe two or three things that you've seen emerge as needs that customers are looking to be even more fulfilled since the pandemic? What are some of the approaches that organizations need to take maybe leaders, in order to ensure that your team members are practicing these behaviors or competencies, especially if it doesn't come naturally? Let's start maybe with the first two, professionalism and problem solving. How can you build strengths or strengthen the competencies of your team to ensure that they're demonstrating these behaviors with the customers? How do you stay motivated every day? Could you also share with our audience what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you also share with our audience, maybe one or two books that have had the biggest impact on you, it could be a read a very long time ago, or even one that you've read recently, but it really has impacted you. Could you share with us what's going on in your life right now that you're really excited about? It could be something that you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to get you back on track or get you refocused if for any reason you get derailed? Highlights Nathan's Journey Nathan shared that it was not intentional in its original conception. So, Fortis as a company began as a prepaid taxi cab card for college students. That was his original idea, was to create a card that students could use for transportation, this was in 2000 and this was the era when prepaid phone cards or prepaid meal cards were all the rage. And so, he raised money from friends and family, he went up and down the East Coast, he built a network of taxicab companies. And their launch was for the Fall moving season of 2001, almost exactly 20 years ago. And it was going pretty well and then, unfortunately, 911 happened and everything changed. They ran out of money, people weren't visiting their kids for college anymore. And so, they started to adapt. They sold their cab cards to companies. And then shortly after that, they found their first private jet company and they said they wanted chauffeured cars. And then they adapted into that really in the beginning of 2002. And that's really been their niche ever since. Your Book, What Rich Clients Want - Strategy or Approach That You Take to Serve Rich Clients Versus Clients Who Are Not Rich Me: So, in your bio, I read that you have this amazing book called What Rich Clients Want: (But Won't Tell You). So, could you tell us a little bit about that book? Is there a particular strategy or approach that you take to serve rich clients versus clients who are not rich, you want to share with us how it is this book can be applied to everybody in business? Nathan shared that it's really the result of 20 years of doing this and understanding that the most discerning clients that spend the most never actually tell you what they want, it's on you as a customer service person to discern that. And he thinks while this is a book that could be used to serve rich clients, he thinks the lessons here could apply to anybody in the service business. So, what the book does is, it outlines basically that there's five steps that one has to proceed two, and two has to precede three. And if those are all there, then you can have a system of service that really leads clients into more than they expected they could get. And he thinks when you have that, then you can really create loyalty that lasts. Me: Alright, you want to share with us what those steps are? Nathan shared that the first step is “Professionalism.” And so, just kind of owning the introduction, owning the beginning of a relationship, the first impression is super important. And they give a lot of practical tips to that. And then the second step is “Problem Solving.” So, actually taking a problem that they have, seizing it and acting as if it was your own and solving it so that they can see that you have competence in what you're doing. The third step is “Concierge.” So, that's actually not just solving the problem, but anticipating even unspoken needs, so that you can see around a corner and make something happen proactively. The fourth step is “Security.” So, having a layer of security that complements all of those things, but not at the expense of all of those things is very, very important. And these days, it's more about information, reputation, security, those kinds of things than it is physical security in most instances. And then the fifth level, the highest level is really “Elite.” And that's when you start to begin to push out the boundaries on what's even possible. You'll know you're at this level when the client starts to refer to your company as a verb, they have clients that call them and say, “Can you just “Fortis” this, whatever that is that you do, can you just do that to this?” And that's a really good sign, they don't know the secret sauce, but they just want you to apply it to what's in front of them. Me: I like that. I like the fact that you gave that analogy just now that they coined it as a verb. It's almost like Google, like before the age of the internet; Google wasn't even a word, let alone a verb. And now, when people want to find anything out there, like just Google it. I mean, it's just so amazing that 10 - 15 years ago, that word, it just didn't exist, it's just not something people would say. Needs of Customers That Have Emerge That Customers Are Looking to be Even More Fulfilled Since the Pandemic Me: Now customer service has been really impacted, customer experiences across different industries, across the entire world, all seven continents have definitely been impacted by the pandemic, can you share with us maybe what are maybe two or three things that you've seen emerge as needs that customers are looking to be even more fulfilled since the pandemic? Nathan stated that the original environment of it, he thinks really led to us creating not just the standard things, masks and things like that, sanitization of surfaces. But we really tried to say, “Okay, what is kind of a level above that that might be unspoken, but that our clients might desire?” And the thing that they arrived at was, particularly in the pre-vaccine environment, having a chauffeur contacted two or three days after the trip, for a principal, just to make sure that in the intervening time the chauffeur hadn't experienced any symptoms. And so, the clients, there are many clients that said, I love that you do that, everybody's got testing, and everything, we've got temperature checks, and all those things. But the one thing is that the person could be asymptomatic and a day or two later get symptoms. And that's kind of next level. And they had a lot of clients that really, really complimented them on doing that. Practically, another thing that they've implemented as partitions are just a much bigger thing in vehicles now than they used to be. And so, they wanted not only to provide that, but they had to kind of stand up, how do we do this so it doesn't look like you just ran to Home Depot and put it together and make that standard across the 1000 cities that they serve. So that was a fun challenge as well. Professionalism and Problem Solving, How Can You Build Strengths or Strengthen the Competencies of Your Team to Ensure That They're Demonstrating These Behaviours with the Customers Me: Now, Nathan, one of the things that your book mentions as it relates to professionalism, you had mentioned the five tiers that are required for you to really deliver that supreme or extraordinary level of service. What are some of the, I would say approaches that organizations need to take maybe leaders, in order to ensure that your team members are practicing these behaviors or competencies, especially if it doesn't come naturally? Let's start maybe with the first two, professionalism and problem solving. How can you build strengths or strengthen the competencies of your team to ensure that they're demonstrating these behaviors with the customers? Nathan shared that it's a great question. So, he would say before we get into the behaviours, it first begins with mindset. And the mindset has to be that you are honing your craft and not doing a job. And what he means by that is that if you want to make customer service into a career, then you have to make it uniquely yours and be a student of it so that the service Yanique offers is completely one of a kind over time, and only you can be you. But you also have to do that in concert with an overall brand that you're continuing to hone and refine to. So, they have chauffer partners and they have conferences twice a year, they host them and go over kind of just aligning and making their services better. And that's one of the first things he does is just say, “Are you doing a job? Or are you doing a craft?” Because, quite frankly, if someone's just doing the job, and this is just here to pay my school bills or this is just something I'm doing in between gigs, they don't really spend a lot of time with them. They don't really seek them out because they're not really going to want to ascend to elite status. So, he thinks that's a pretty important thing, just to begin with. So, really practically professionalism, there's a lot of basics of how someone presents themselves with posture, appearance, confidence, handshake, eye contact, not just being early to do the job, but actually being early and ready to do the job early. Those are things that he would just say, they don't presume that people know and scold them if they don't know; they kind of assume that they don't know those things, and start training them on it. And that involves extensive use of checklists. And again, they're looking for people that are not offended by checklists, it's not saying you're incompetent, or you don't know what you're doing, it's just if you have the basics completely nailed down, that gives you the freedom to move up to higher levels and a checklists, especially the first level is essentially great for that. If a client, especially a rich client doesn't like you, they're not going to tell you why they don't like you, they're just going to text their assistant and say, “I don't want to use this person again.” And you'll never know why. And so, the idea that you're going to be assessed on professionalism or clients going to give you input on how to be more professional, they don't have the time, they don't have the desire and it's really got to be on you to own that initial bit so that you can kind of get permission to move up to higher steps. On problem solving, a real quick and easy way to begin with that is to just look for the most common problems that your clients encounter, and build systems for that so that you can be really ready when they have that. A quick example of that, they have a five star chauffeur for them in Miami. And over the years, he's noticed people enter the airport, they want to go to a drugstore and then there's a core list of things that they're getting at CVS or Walgreens. And he's created what he calls his magic toolbox, but it's basically in his consoles. So, now when somebody lands and they say, “I just need to go to CVS.” He says, “Well, if you don't mind me asking, what is it that you need because I may just have it here.” And then they asked for one or two items, he has it. And he's immediately established competence with them that goes to a deeper level of trust. And now the whole world of what's open to the client, and what this person's capable of doing has really opened up. Me: That's brilliant. I love that. That's like giving them what they need before they even know they need it. How Nathan Stay Motivated Every Day Me: So, could you share with our audience, how do you stay motivated every day? I can imagine that dealing in a business that is catering to clients who are rich, because of course, rich people clearly, yes, they have choices. But I'm sure their choice of business is a little bit different than a person who is probably on a budget. And so, with that in mind, maybe their demands are higher, their standards are higher and it can be frustrating sometimes I can imagine, especially when you're dealing with somebody who the average person would deem as difficult. So, in managing this business and running it for the many years that you've been in it, how is it that you stay motivated every day and you don't get discouraged by comments or just things that customers may see that makes you even wonder, I don't know if it crosses your mind. But do you ever get to the point where you say, “Why? Why am I doing this? Why am I serving all these spoiled, rich people?” Nathan shared that a mentor of his once told him that if you're hard on yourself, the world is easy. And if you're easy on yourself, the world is hard. So, he would say it begins with the mindset of he's his own biggest critic. And then they as Fortis are their own biggest critics. And they really lean into those challenges that clients give to them. And then every week they have a company meeting, and they gossip good news about each other, they do recognitions and they're saying not just good things that each of them has done, but really, they're kind of taking the time to go through each thing that's been done that they want to congratulate, and tie it to one of their five core values. And then that just helps to recenter them and “Oh yeah, we do value that. And that's an example of that. And I can learn from that. And if I did something like that, then I'm going to be recognized for that too.” The second bit, he would just say is that he's a firm believer in making your goals for the year, they actually break them up into six month periods, and making them known because every week or two weeks as a leadership team, they're going over their goals for the semester, it's a great way to just recenter you on, it's not about how he feels, or about this one service issue that they had. Overall, there are these big things that they're gunning for and they're doing that as a team. App, Website or Tool that Nathan Absolutely Can't Live Without in His Business When asked about an online resource that he cannot live without in his business, Nathan stated that it's a good question. He would say for them LinkedIn has been extraordinarily valuable to connect with their partner chauffeurs and to their clients. And so, particularly when there was just recently the COVID outbreak, that was a terrific way to communicate up to date information and then vice versa for them to get up to date information. And one thing they learned through that, which, he kind of already knew, but they found that it was even more true than he thought was their global network of service providers are some of the most important people in each location. So, people were like maybe thinking about travelling to Paris, and a phone call to a chauffeur security person in Paris would tell them way more than you could just get on the internet. So, staying connected through LinkedIn was really helpful for that. Books That Have Had the Greatest Impact on Nathan When asked about books that have had the biggest impact, Nathan shared that the summer after 10th, grade, he had knee surgery and he loved to play sports, he played a lot of basketball during the summers. And he had surgery right after school was out. And everybody told him, “Oh, it's going to be three to four weeks, and you'll be back on your feet.” And it more or less put him out for eight weeks or most of the summer. And so, he's laid up in bed, this is pre internet and he's getting tired of watching TV and just being lazy and thinking about all the things he's missing out. And so, he got a book that's called Made in USA and it was by Sam Walton, the founder of Walmart. And he just devoured that book. And he thinks that was the book that kind of sparked in him an interest in being an entrepreneur and actually understanding what that could look like and what that can be. And because he had a lot of time to think, set his mind racing that summer when he had nothing to do. What Nathan is Really Excited About Now! Nathan shared that he's really excited about the book in the sense that he's not pretending that any of the foundational things that he has in What Rich Clients Want are novel. In fact, he gave a huge amount of credit to Horst Schulze, who is essentially the founder of a lot of these concepts for Ritz Carlton he would say, especially level one and level two things. They lean a lot on the Ritz Carlton experience to learn from that. But then he thinks the neat thing is, is that over 20 years, having learned and distilled these things, and now being able to talk with them, with audiences like yours, he just find that really rewarding, really gratifying. And in fact, tomorrow night, at their headquarters, they're having their book launch party and he's got old team members driving in from other locations to come in and celebrate. So, it's fun to share the information and also celebrate the hard work that kind of went into making the book happen. Where Can We Find Nathan Online Website – www.fortis.co Website – www.nathanfoy.com LinkedIn – Nathan W. Foy Twitter - @nfoyal Quote or Saying that During Times of Adversity Nathan Uses When asked about a quote or saying that he tends to revert to, Nathan shared that there's a famous quote from Teddy Roosevelt that he will try to quote, but it says basically, “The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who even if he fails, he fails while daring greatly, so that his place is not among those cold and timid souls who know neither victory nor defeat.” Me: Lovely, I love it. And how does that quote help you? Nathan shared that it tells him it's not about only winning; it's just being in the arena and if you're in the arena, you're going to get bloodied; you're going to have discouragements, you're going to have disappointments, but you are daring greatly. And that's something that he thinks is worth doing in our professional lives and in our lives in general. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links What Rich Clients Want: (But Won't Tell You) by Nathan Foy Sam Walton: Made in USA: My Story by Sam Walton The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
Customer expectations have changed over the past 18 months of a pandemic, leaving brands with the challenge of pivoting and adapting not only to a new way of living and working but also to a new way of interacting with and serving customers. Scott Finlow, CMO of PepsiCo Foodservice, has noticed two major trends during the pandemic. First is that people are looking forward to re-entering the world and having meaningful connections. As they do so, they want to try new products and have new experiences. Second, people are looking for more purpose in their lives and in their brand choices. That manifests in a variety of ways, including being more aware of the impact of their decisions on the environment and their health and wellbeing. But Finlow says understanding and recognizing those changes is only the first step. Companies need to understand where customer needs are heading so they can focus on re-inventing a better normal. It's not about going back to how things were but instead moving forward and creating a better future. Perhaps nowhere is that more important than in the B2B world, where many companies are adjusting to new ways of doing business. Throughout the pandemic, PepsiCo has focused on forming partnerships to help support its restaurant customers as they pivot. The company is also investing heavily in digital and building out services to help its customers along their own digital journeys. As customer expectations change, innovation is crucial. B2B companies need to find new ways to meet customer needs and break out of how things have been done in the past. With an increased focus on health and safety, PepsiCo set out to create contactless fountain drink equipment. Finlow says it required the work of multiple departments to deliver on the new hygiene standard. But it doesn't stop there—the company is also piloting a drink machine in Europe that allows customers to gesture and pour the drink of their choice. Continual innovation provides B2B customers with the tools they need to best serve their customers. Customer experience has always required continual change and evolution, but especially in a post-COVID world. B2B companies that stay in touch with their customers to understand their new needs and expectations, find ways to support their journey and continually innovate will lead the way towards the future. *This episode is sponsored by Quiq. Quiq is a leading conversational AI platform that drives two-way conversations to deliver a better experience for people and brands. Quiq enables enterprises to connect and engage in two-way conversations with their customers across varied messaging channels — including Facebook Messenger — in more than 170 languages. Quiq is the future of business-to-consumer messaging; it's the wingman every brand and CX'er needs. _______________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the new Customer Experience Community here.
Dr. Nikhil Paradkar, assistant professor in finance at the Terry College of Business at the University of Georgia, discusses his research on using data and machine learning to better understand how financial changes due to regulation, technological advancements or crises can impact the availability of credit for households. He also tells our host, Jeff Dugger, Principal Data Scientist and University Research Director at Equifax, about some very interesting research on corporate buzzwords, innovation and company earnings calls.Jump ahead to these topics::58 - Paradkar provides an overview of his work at UGA1:35 - Paradkar explains the research he presented to the Consumer Financial Protection Bureau on bank funding shocks3:35 - If a consumer's credit limit is reduced, how does it impact their credit score?5:00 - Can consumers who are more exposed to their bank's liquidity shocks have an impact on a financial recovery?6:40 - The CFPB's reaction to Paradkar's research9:10 - What machine learning has revealed about consumer finance and Fintechs12:25 - Paradkar explains his machine learning technique used in his research13:38 - Can lenders use Paradkar's research to improve their lending?15:02 - Is there a latent unobservable variable that causes FinTech borrowers to be more likely to default?16:41 - How Paradkar uses machine learning to study corporate buzzwords, innovations and quarterly earnings callsLearn more about our guest, Nikhil Paradkar: https://www.terry.uga.edu/directory/finance/nikhil-paradkar.html
So much from the past is long gone — corded phones, the food pyramid, writing checks at the grocery store. But on the flip side, there are things from years gone by that have come back — mom jeans anyone? And then, there are the things that last the test of time. Traditions, styles, and yes, even businesses. Pioneer Linens is one of those companies that has stood strong for more than 100 years and sure, it has gone through its fair share of changes and pivots over the years, but as President, Penny Murphy, told me on this episode of Up Next in Commerce, the commitment to serving its customers has remained through it all. And today, Pioneer Linens is succeeding by giving customers the best experience not just in-store, but online as well. In fact, Pioneer moved into the ecommerce world way back in the 1990s, and Penny led the charge. We got into that story and dug into the company's long history, the lessons Penny and her daughters have carried into running the business today, and where this century-old company is headed next. Enjoy this episode!Main Takeaways:A Lasting Legacy: Although a company may pivot or change throughout its history, what customers remember most is the experience they had and the people within the company they interacted with. No matter where your business is headed, the most important thing to remember is to create the best customer experience possible and connect with customers as much as you can.Lessons From The Past: Even if you don't have a 100-year company history to rely on, you can always look to the past for trends and ideas that are likely to come back around. There is a saying that history repeats itself — and it's true. So be a student of history and prepare yourself with knowledge of what has happened before so you can be ready for the future.Instant Gratification: Although it is sometimes risky to carry a lot of inventory, it's equally risky to not have enough of what customers want readily available. When customers shop, they are often looking to solve a problem right now, and if you can't meet their needs, you will lose out on a sale today, and also the possibility of future sales from that same customer.For an in-depth look at this episode, check out the full transcript below. Quotes have been edited for clarity and length.---Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Respond quickly to changing customer needs with flexible Ecommerce connected to marketing, sales, and service. Deliver intelligent commerce experiences your customers can trust, across every channel. Together, we're ready for what's next in commerce. Learn more at salesforce.com/commerce---For a full transcript of this interview, click here.
Mike Roberts is the Head of Marketing at Catalyst Software, AKA Ben's boss. In this episode, Ben and Mike discuss some of the projects they're most proud of in their careers so far, the importance of reflecting on our progress overtime, and achieving optimal work/life balance. They also touch on how they've cultivated careers they love, and the correct pronunciation of La Croix.
On this episode of The Marketer's Journey, I interview Genefa Murphy, the CMO of cloud contact center, Five9. During the episode, we discuss her path to CMO, creative marketing that challenges societal norms, and the customer experience overall.Check out this and other episodes of The Marketer's Journey on Apple Podcasts, Spotify, Stitcher, and Google Play!Key takeaways from this episode:It's all about the customer experience. At the end of the day, the technology and products a company provides to their customers are important, but the most crucial element of forming lasting relationships is creating an exceptional journey from beginning to end. Genefa recognized this early on in her career, which led her to develop skills that would help to engage with customers on a deeper level.Thought leadership is key. Genefa noted that it's not enough for companies to set goals around creating demand—customers are looking for opinions, advice and best practices, so positioning the company alongside a provocative point of view is essential. By doing this, companies can expand the scope of how they define success, impact awareness and start a conversation around their area of expertise.Embrace subject matter experts. While marketing teams of the past may have been siloed into separate functions, Genefa mentioned that it's much more effective to create an integrated team with knowledgeable subject matter experts in each area. This way, the team can better serve all stakeholders including current customers and new prospects.Learn more about Five9 here: https://www.five9.com/Learn more about Genefa here: https://www.linkedin.com/in/genefamurphy/
What's the future look like for the Boutique in-store experience? Patrick Stewart joins the show to share exactly that, and why Apricot Lane Boutique is quickly becoming the #1 women's fashion choice across the country. Through a deep attention to creating a unique and individualized customer experience, Patrick has created tremendous growth for Apricot Lane Boutique, with 80 locations and additional 50 to open in 2022. Go to https://apricotlaneboutique.com/ to find a location near you. Interested in becoming a franchise owner yourself? Go to https://apricotlanefranchise.com/. Enjoy this episode and want to support the podcast? Join us on our Patreon at Patreon.com/GoodAdvice.
In this episode, David sits down with Shawn McIntosh, Charlotte FC's Chief Fan Officer, the first role of its kind in any professional league. Throughout this episode, Shawn shares his strategies and tactics for building relationships with Charlotte FC supporters and community leaders and bringing that voice to the table in internal club meetings.Show Notes3:06 What is a Chief Fan Officer?4:25 Sharing the fans' voice with Charlotte FC's senior leaders7:29 Shawn's background and fit for the Chief Fan Officer role10:12 Bridging the gap between fan desires and business operations12:39 Charlotte FC's interview experience15:46 Expectations of Charlotte FC's corporate partners17:54 Defining success and the vision for the Chief Fan Officer role20:31 The Charlotte FC match day experience23:05 Seeking inspiration outside of soccer25:21 Incorporating the Charlotte culture into match day29:13 Embracing transient cultures31:26 Charlotte FC's org chart and meeting routine34:37 Engaging with Charlotte FC supporters38:48 Trusting supporters with behind-the-scenes conversations42:35 Fostering supporter to supporter connections46:45 Charlotte FC's Year One KPIs50:55 Transparent conversations with staff and building culture56:25 Shawn's parting advice------For the latest news on Charlotte FC, follow them on Facebook | Twitter | Instagram | YouTubeConnect with Shawn on Twitter | Chief Fan Officer Twitter | LinkedIn
Fanatics Carolyne Truelove is the Head of Global Fan Experience at Fanatics, Inc. Fanatics is changing the way fans purchase their favorite team apparel, jerseys, headwear, and hard goods through innovative, tech-infused approach to making and selling fan gear in today's on-demand, mobile-first culture. Fanatics offers the largest collection of timeless and timely merchandise whether shopping online, on your phone, in flagship stores, in stadiums, or on-site at the world's biggest sporting events. 01:20 What is one thing people might not know about you?03:26 What is it that you do as the Head of Global Fan Experience at Fanatics?04:46 At Fanatics, you have Athletes and a Coach. Is it a play on sports or something else?06:45 Tell me your culture at Fanatics?08:35 Does that improve retention?12:01 How do partnerships with internal teams improve the Fan Experience? (Effortless Tools, Self Service)17:12 What makes the Fan Experience so unique at Fanatics?How do you measure the fan experience?19:47 How are you using this data to improve the fan experience?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★
November 15, 2021: Chris Mierzwa, Doug McMillian and Eli Tarlow sit down with Bill at the Sirius Healthcare 2 Healthcare Event to discuss cloud, cybersecurity, automation, labor shortages and more. Why has healthcare been specifically targeted by cyber criminals over the last year? How can health systems protect against a common entry point; phishing? If you get breached, do you know how quickly your health system will bounce back? We've heard about clinical automation and IT automation and security automation. AI automation seems to be the new conversation that's going on in healthcare. Is it better to go for a full cloud or hybrid environment? What are CIOs currently saying about cloud? What about latency? And agility?Key Points:00:00:00 - Intro00:07:40 - You actually get smarter when you leave the CIO role and start doing consulting00:11:10 - We led towards Azure for our public cloud00:15:40 - If you get the architecture wrong, you could line yourself up for a world of hurt00:31:20 - RPA (Robotic Process Automation) is a hot topic. It's the buzz word everybody's throwing out.Sirius Healthcare
With over half a billion fans following its events worldwide, Formula 1 is the greatest racing spectacle in the world. But very few of us know about Formula 1 as a corporate entity. What makes F1 such a highly successful organisation with raving fans? Max Métral, the Senior Analytics Manager at Formula 1®, is here to give us an insider view into the inner workings of data and analytics in the corporate sports entertainment media landscape. At F1, Max is currently involved in leading the business analytics department, which works to maximize commercial opportunities of both B2B and B2C ventures of F1 by optimising decision making using data analytics. Max uses data to deepen the customers/consumers/fans knowledge and make better data-informed decisions. Before becoming the Senior Analytics Manager, Max was the Insight Manager. As the Insights Manager, he developed the organisation's first-ever fan data analytics strategy. He also built up the F1 data team from scratch. Max also enjoys teaching and sharing his real-life experience as a visiting lecturer at various universities across London, Paris, and Brussels. Previously, Max has worked as a data and insights analyst at City Football Group, Accenture Uk, and Adidas. Academically, Max studied at the University of North Carolina at Chapel Hill - Kenan-Flagler Business School and has a Master of Science in Management (MSc) degree from ESSEC Business School in France. He frequently speaks at reputed industry events involving data analytics, sports business analytics, and sports marketing. In this exclusive episode, Max shares how data and analytics are used in the landscape of sports media and sports analytics. The interview kicks off with Max sharing his passion and experience in teaching and writing, when he is not working. Not only does he find joy from these activities, but equally, he uses the opportunity to sharpen his knowledge too. Max provides a lot of business context for Formula 1 and how it's evolving from B2B to B2C and the DTC model. How data analytics are becoming ever more critical in their B2B business because broadcasters and promoters are asking more questions than ever before to justify the ROI. How Max and his team had to create the fans database from scratch when he first started the job at Formula One. How, eventually, the fans database has allowed Formula One to start building its B2C business. Why data analytics is becoming more critical for Above the Line Marketing. Why we can't blindly trust the data and spend all our marketing budget for Below the Line Marketing. How to build a customer database with a global perspective and some of the challenges it would come with. How to create a new B2C market if you're traditionally a B2B business and why data plays such an important role to make both of them complement each other. If you are Chief Marketing Officer in a large corporation or work in the media industry, listening to this episode is highly recommended. This episode is sponsored by the new program at DDA. It's an analytics leader mentorship program for senior managers and executives in the business team who want to develop a data-driven business to drive customer experience excellence. For a small one-off annual fee, you get to book Unlimited Strategy Sessions for a Full Year. For more information about this program, please reach out to DDA! BusinessAnalytics, CustomerExperience, DataScience --- Send in a voice message: https://anchor.fm/analyticsshow/message
On The Cloud Pod this week, the team wishes for time-traveling data. Also, GCP announces Data Lakehouse, Azure hosts Ignite 2021, and Microsoft is out for the metaverse. A big thanks to this week's sponsors: Foghorn Consulting, which provides full-stack cloud solutions with a focus on strategy, planning and execution for enterprises seeking to take advantage of the transformative capabilities of AWS, Google Cloud and Azure. JumpCloud, which offers a complete platform for identity, access, and device management — no matter where your users and devices are located. This week's highlights
Michael leads the Customer Experience team at ASAPP. He works with customers like JetBlue, American Airlines, and Dish to help them implement AI solutions that augment and automate human work, empowering people to be their best. Prior to joining ASAPP, Michael served as SVP of Customer Care at Samsung, and held executive CX leadership roles at Electronic Arts and Apple. Key Takeaways. Taking care of your agents. Employee satisfaction = Customer satisfaction Machine learning. How to elevate your agents into highly specialized roles by leveraging technologyAttrition levels in Call Centre Agent roles. Why they're so high, what they cost, and what can be done to reduce them. Empowering your employees with the right tools for work. Connect with Michael Website - https://www.asapp.com/ LinkedIn - https://www.linkedin.com/in/paul-cowan-154208/ Twitter - https://twitter.com/michael_lawder?lang=en Email - email@example.com