Interaction between an organization and a customer
We all love a guilty pleasure. From reality TV to Britney Spears to a 1am trip to your favorite fast food restaurant. Maybe you enjoy all three of those! There's nothing wrong with that and here at Often Imitated we will always be team #FreeBritney.What all of these have in common is that they form consumers' experiences and emotions into creating lasting memories. No one understood that more than Pete Harman when he coined the phrase “Finger-Licking Good!” for KFC except maybe today's guest. In this episode, we're speaking with Bob Kraut and he has been the mastermind behind all of your favorite guilty pleasures. As the former CMO of Arby's, Pizza Hut, and Captain D's, he has revolutionized the way we as customers interact with fast food. Today, he's the CMO of Billy Jealousy and will help us get our brands locked into the minds of our customers. So pull through that drive through, click play, and enjoy!--------“The key to excellent customer experience is to create behaviors and experiences for customers that build memories.” - Bob Kraut--------Time Stamps* (0:00) Finger-licking good CX* (6:45) Background on Bob's extraordinary career* (8:35) Promising a great CX and how to follow through* (12:04) How Bob revolutionized Arby's* (15:00) How your brand outweighs your product--------SponsorThis podcast is presented by Oracle CX. Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives--------LinksConnect with Bob on LinkedInCheck out Billy Jealousy
What does the employee experience have to do with the customer experience? Everything. In this episode, Annette Franz reveals how focusing on the employee experience is one of the most effective ways to improve the customer experience. The founder and CEO of CX Journey Inc. has spent the last 30 years helping organizations build customer-centric cultures based around people. She explains how to ensure employees have the resources they need to best serve customers, as well as why CX measurements like NPS are not the most reliable way to gauge success.
In today's episode, hosts Devin and David are back for the second installment of this series on sales, marketing, and how both can work better together. Last week focused on marketing, this week is about sales!While sales and marketing may feel like they are from different planets, both have to work together to ensure the best experience for the customer. The main goal for the company is how to orient itself around the customer, and to help the customer make the right buying choice for them. So the question is, how do you make a customer-centric sales process that works hand-in-hand with marketing? Devin and David answer this question in three main steps that will help both sales and marketing win. First, you must make sure you understand the context of the customer. By the time the customer comes to a salesperson, they have already researched and formed opinions about the company. Even so, it is the job of the salesperson to still ask questions, find out what problem the customer is facing and what they've done to try to solve it so far. After that, you can better serve the customer by helping them understand what your company offers and the outcomes your offerings can produce to help the customer make progress. The next stop on the customer journey is helping them identify the trade-offs they will face and discussing the service from the customer's perspective. The customer has too many options and each organization is competing for their time and attention. The point in sales is not to just get numbers, but to understand what the customer needs and give them your opinion on what steps they should take. The salesperson needs to build trust with the customer and help the customer make the right choice for them. You can win trust as a company by helping the customer make the right buying decision, and discussing the ramifications and benefits for the options they have. The last step is having sales and marketing work closely together to receive feedback and adjust accordingly. Just like the customer is researching your company, the sales and marketing team also need to receive intel on the customer to make sure they are the right fit for the company. In order to learn about the customer, you need to have conversations with them and ask questions. Then, you can share those assertions with the sales team, but also be willing to tighten and reframe those assertions about the customer. Both teams need to be able to receive feedback, reset, and try again. If it doesn't work out with a customer, both teams need to find out why and work hand-in-hand together to improve. In every company, leaders need to give sales and marketing the ability to have conversations and make adjustments. The key to winning on both sides, is to continuously improve and to keep the focus on helping the customer make progress on their job to be done. Links:Learn more about theExperience Leaderpodcast.Learn more about hostsDevin Smith andDavid Antoline.Learn more about episode sponsorActive Digital.
This episode features an interview with Erin Pryor, Executive Vice President, Chief Marketing Officer and Client Experience at First Horizon Bank. Erin has 20 years of experience under her belt in the finance, banking, and media industries. Her specialties include brand marketing, digital marketing and innovation, and social media marketing.In this episode, Erin shares how building connected experiences for customers through data is critical to the banking ecosystem. She also dives into client onboarding and the generation that, surprisingly, wants to visit their local bank branch.-------------------Key Takeaways:It's critical that marketing teams are aligned with business and sales team to create a connected customer experienceThere is always an opportunity to learn from your customer based on behaviors and demographics to segment the customer journey.Pay attention to the qualitative data, it might producing surprising insights-------------------“With banking, you've got so much data. We have more data on our customers and clients than any other industry because we have the behavioral data from how you spend your money, how you're saving your money, where are you buying your homes, those types of things. And being able to rely stitch together a profile to know the client better and to be able to better serve them is going to be critical. So, the CDP with bringing together the zero, first, second, third party data and creating those profiles to then feed through into your CRM systems and into the marketing engine, really, I think puts you ahead of the game. Data is what everybody wants and really what makes the world go round today, especially from a marketer's standpoint. If you use the data right, you're really looking at how do you help the customer move forward and what are their life goals and how do you better lead them or encourage them to what's next." - Erin Pryor-------------------Episode Timestamps:*(02:44) - Erin's role at First Horizon Bank and her background*(06:04) - Comparisons between Erin's journalism and banking experiences*(08:37) - Top trends Erin is seeing in banking today *(12:24) - How data is impacting the customer journey experience at First Horizon*(18:06) - How Erin defines marketing vs. customer experience*(24:45) - How segmentation impacts the client journey *(30:22) - An example of another company doing it right with the customer journey (hint: it's Away)*(33:21) - Ending advice: surround yourself with a smart team of people-------------------Links:Connect with Erin on LinkedInConnect with Kailey on LinkedInVisit First Horizon's websiteLearn more about Caspian Studios
In this Tech Heroes podcast, meet Silvia Davis, a Senior Customer Experience Specialist here at Intuit. Learn how Silvia and her team work to use customer feedback to evolve Inuit's products and services with our technologists.
John Keene is the founder of Serviceminder and joins the show today to discuss applying technology to your workflows and why it's more important for franchise systems than for any other kind of business. John also shares his thoughts how technology is beyond being “just for operations” but must be used for improving the customer experience and managing the brand experience. We'll also discuss trends in the home service industry and applying technology to solve current challenges like staffing, inflation, and travel costs. Social Geek Radio is a proud supporter of the International Franchise Association's VetFran!
“In everything we talk about in customer experience, you can take the word customer out and put the employee in; the whole thing applies to employee experiences.” This week on the Be Customer Led with Bill Staikos, we're joined by Colin Shaw, one of the earliest pioneers in Customer Experience. Furthermore, LinkedIn has recognized Colin as one of the "World's Top 150 Business Influencers". Also, he is the founder and CEO of Beyond Philosophy LLC. The Financial Times selected his company as one of the best management Customer Experience consultancies consecutively for the last four years. Besides that, Colin is the co-host of the popular podcast Intuitive Customer, ranked in the top five percent of all podcasts, according to Buzzsprout. [02:51] Colin's Background – Sharing his journey and the distinguishing characteristics of his career so far, Colin explains how his company differs from other CX consultancies in the industry. [08:03] Key Tenets – Colin presents some of the fundamental principles of CX to him. Comparing customer experience to employee experience, he elaborates on the application of customer experience in B2B. [10:27] Bring Together - Colin discusses his thoughts on how firms should integrate customer experience and employee experience in a meaningful way. [16:47] Intuitive Customer - In his book, "Intuitive Customer," he discusses focusing on the emotional, subconscious, and psychological aspects of the customer experience from a behavioral economics perspective, rather than merely comprehending the rational experience of customers. Mentioning this, he illustrates how to make this concept tangible for the CEOs or CFOs. [28:46] Customer Science - Colin defines the phrase customer science and its significance in broad terms. Additionally, he stresses the need for a proactive customer experience while embracing advanced technology applications in CX. [37:40] Inspiration – Colin describes the people who have impacted his life and the places where he finds inspiration and serenity. Resources: Connect with Colin: LinkedIn: https://www.linkedin.com/in/colinrjshaw/ (linkedin.com/in/colinrjshaw/) Mentioned in the episode: Podcast: The intuitive customer - Improve your customer experience to gain growth:https://beyondphilosophy.com/podcasts/ (beyondphilosophy.com/podcasts/) Who Moved My Cheese?: https://www.goodreads.com/book/show/4894.Who_Moved_My_Cheese_?from_search=true&from_srp=true&qid=gepln5qMnW&rank=1 (goodreads.com/book/show/4894.Who_Moved_My_Cheese_?from_search=true&from_srp=true&qid=gepln5qMnW&rank=1) The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level: https://www.goodreads.com/book/show/32328098-the-intuitive-customer?ac=1&from_search=true&qid=ONl1jIGZnE&rank=1 (goodreads.com/book/show/32328098-the-intuitive-customer?ac=1&from_search=true&qid=ONl1jIGZnE&rank=1)
We've increasingly heard customer success and customer experience used interchangeably, but Heidi Lasker, SVP of Customer Success for the Americas and APAC at Bynder, believes that while they are interconnected, they hold different spaces within a company. In this episode, Alan and Heidi discuss tools for customer success and how to integrate them within the lifecycle of your customer and user relationship. In this episode, you'll learn: How Bynder excels at customer success Why strong cross-functional collaboration is critical to CXHow to deliver the best possible experience through success programs Key Highlights [02:15] Heidi's career journey [04:49] The role of Bynder in today's online world [06:00] How trends in the market have influenced Bynder's path [07:38] Getting control of your asset management [10:38] What “good” content operation looks like [12:50] How Customer Success is defined today [15:38] The interplay between Customer Experience and Customer Success [18:20] Community's role with users and customers [21:17] Marketing's role in Customer Success [24:45] An experience that defines Heidi [26:33] Heidi's advice for her younger self [27:18] What marketers should be learning more about [28:46] Brands Heidi is fascinated by [30:20] The biggest opportunity and threat for marketers today Resources Mentioned: Bynder Forrester DAM Leader Bynder's acquisition of GatherContent New Balance & J Crew Partnership Follow the podcast: Listen in iTunes (link: http://apple.co/2dbdAhV) Listen in Google Podcasts (link: http://bit.ly/2Rc2kVa) Listen in Spotify (Link: http://spoti.fi/2mCUGnC) Connect with the Guest: https://www.linkedin.com/in/heidilasker/ https://twitter.com/heidilasker https://twitter.com/bynder Connect with Marketing Today and Alan Hart: http://twitter.com/abhart https://www.linkedin.com/in/alanhart http://twitter.com/themktgtoday https://www.facebook.com/themktgtoday/ https://www.linkedin.com/company/marketing-today-with-alan-hart/ Support the show: https://www.patreon.com/marketingtoday See omnystudio.com/listener for privacy information.
Jason Lippert is the CEO at LCI Industries, but he has served in many positions over the last 28 years, his first role in the company was as a management trainee. Lippert combines their strategic manufacturing capabilities with the power of its winning team culture to deliver unrivaled Customer Service, award-winning Innovation, and premium products to every customer they do business with. What is one thing people might not know about you? .46.190 - 2:11.513For those who don't know, who is LCI Industries? 2:21.439 - 3:11.066Hidden Gem Vacation spots 3:35.498 -4:41.637What is your purpose at LCI? 4:50.321 7:32.852Why do you need to drive toward values - Treat your Employees Like Family Members -8:24.961 - 8:57.219You've led a unique and effective company culture journey, resulting in significant decreases in turnover(200% from 2011 to 31% in 2021). What changed? Value/ Listen to the Frontline / Hold us accountable. Ask you Frontline Leaders Questions to Solve Problems. Separate your HR Department from Culture 9:20.918 - 14:01.992I saw online that you have weekly Listening Sessions with Frontline Leaders. 15:32.999 - 18:59.630Why it is Important to Listen by Example 19:28.730 - 20:17.117Why was it important to have a caring part of your culture - How to reprogram people on what leadership looks like - 20:34.487 - 22:58.407 [Throwing Tape Measures and Welding Rods]Why Social Responsibility Initiative a Leadership top 5 objective? Five Philanthropy on Staff - Build a better society by focusing on Social Responsibility 23:44.312 - 27:19.98128:18.505 - 28:44.848 Focus Less on the Numbers and More on Heads and Heart of your EmployeesABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/
With the forecast of some rough economic waters ahead, let's take a look at some things you can do to help your contact center get through this unscathed. In this episode, we give seven ways or tips that you need to think about to help your center get through. Some are obvious like focusing on efficiency tools and retention efforts to customers, and some are not, like how I will convince you to RAISE your contact center rep's salaries during these periods.Love to know your thoughts on this episode.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "CCW" to 814-247-0633JOIN US FOR CALL CENTER GEEK OFFICE HOURSEvery Friday from 1 pm-2 pm EST on Linkedin LiveAny question you need to have answered on contact center operations, technology, culture...Join the Linkedin live event and you can anomalously post your question to me to be answered.I will be on for the hour no matter what. Linkedin Live- Call Center Geek Office Hours
In this episode, Ford changes the buyout options for leased Electric Vehicles. And, changes at the dealership are taken in stride by sales consultants. Mike Talks Cars is a daily sales training podcast addressing current news, quick updates on new vehicles, and something from this Automotive Trainer that you can do to take your Sales skills to the next level. New mini-episodes, like this one, will be available Monday, Wednesday, and Friday by 1 PM Eastern time. Subscribe and join me for this quick run through the Automotive world. I am your host, Mike Little, and I have spent my career training Sales Consultants and Managers on how to create and deliver world-class Customer Experiences that increase sales. You can find more from me on my website protraininggroup.ca, and on YouTube. --- Send in a voice message: https://anchor.fm/mike-talks-cars/message
The Economist Intelligence Unit conducted a survey of 500 CMOs and found that 86% of participants believed that they would own customer experience. Six years later, has it happened? Not quite. It hasn't exactly been a full takeover of customer experience by marketing leaders. What has emerged is the concept of marketing-led customer experience. It's something Rhoan Morgan believes is and should happen in organizations. Morgan is the co-founder and CEO of DemandLab, an agency she launched in 2009. She's also a CMSWire contributor, and she caught up with CX Decoded to discuss marketing and CX leadership.
Three Ireland has announced an expansion of their Castletroy customer experience service to support growing demand from Three's UK-based business customers. This will be the first time the Irish office has exported services to Three UK's customers. The new positions, both full-time and part-time, will open across the next four years, bringing the centre's almost 400 employees up to 570. They will range from Team Leaders and Customer Care to Operations and Management, across a variety of experience levels. Tánaiste & Minister for Enterprise Trade & Employment Leo Varadkar said: “These 175 new jobs for Castletroy are really welcome news from Three Ireland. For over 20 years, Three Ireland has invested in Limerick and the Mid-West region, creating jobs and providing services”. “These new jobs further strengthen the company's presence and commitment to Limerick and are a testament to the existing staff in Castletroy. The best of luck to the team with this latest expansion”, Varadkar continued. The Limerick Centre is in an ideal place to service international clients, covering an extensive range of connectivity services such as ICT, IoT, and cost management. Expansion to support UK customers will support job growth and upskilling in Limerick and the wider Mid-West area. CEO of Three UK and Three Ireland, Robert Finnegan, said: “Three Ireland has been investing and growing in Limerick for over 20 years, and today, we are reaffirming and increasing that commitment with the creation of these roles”. The expansion is supported by the Irish Government through IDA Ireland. IDA CEO Martin Shanahan said of the project: “Three's decision to expand the strategic operations at its Customer Experience Centre in Limerick is terrific news for the Mid-West Region and demonstrates Three's confidence in its ability to service international clients from Limerick”. The announcement comes as yet another recent expansion for the telecommunications company, was well-attended with Dónal Travers, Global Head of Technology & CCBS, Deirdre Ardagh, Three, Senior Privacy and Public Policy Counsel, Robert Finnegan CEO, Three Ireland and Three UK, Tánaiste Leo Varadkar, Sarah Connelly, Project Executive, IDA and Andrew Vogelaar, Head of Growth Markets, IDA all in attendance. Robert Finnegan said when making the announcement: “This expansion of operations in our award-winning Limerick Customer Experience Centre demonstrates the strength of Three's customer service in Ireland and we are very excited to build on the high standard of talent we have”.
The following guest sits down with host Justin White:• Brooke Marin — BrokerOwner, Motto Mortgage MetroDelivering a Disney®-like Experience for Your Clients Will Help Drive Repeat BusinessPeople do business with people they like and trust. How can you treat your clients so well that they'll want to keep coming back to you? Listen to Episode #21 of Good. Better. Broker. as we talk with a mortgage broker whose service model is based on her training at the Disney® Institute.In this episode of the Good. Better. Broker. podcast, you'll learn how to deliver a customer service experience rooted in honesty, transparency and authenticity.In this episode, we discuss ...• 1:40 – What customer service means to Brooke• 2:40 – Why Brooke trained with Disney® executives• 3:53 – How Brooke developed her company's core values• 5:53 – The importance of being authentic with your clients and real estate partners• 8:03 – Why not multi-tasking when talking with clients can lead to more business• 9:22 – How saying no to a loan can actually be a good thing• 12:31 – How Brooke uses WhatsApp to communicate with clients• 14:24 – The difference between service recovery and a plus experience for clientsResources Mentioned in This Episode: Disney® InstituteUTrackWhatsAppShow Contributor:Brooke MarinConnect on LinkedIn Connect on FacebookConnect on InstagramJustin White is UWM's in-house brand journalist and the host of the daily news video, Inside Pass. He creates engaging content across multiple platforms to promote the benefits of the wholesale channel and partnering with UWM. A seven-time Emmy-award winner, Justin is a graduate of the S.I. Newhouse School of Public Communications at Syracuse University.Connect with Justin on LinkedIn, Instagram or TwitterConnect with UWM on Social Media:• Facebook• LinkedIn• Instagram• Twitter• YouTubeHead to uwm.com to see the latest news and updates.
It's not every day you see a CEO dancing on TikTok. But being vulnerable and transparent is one of the reasons Ali Bonar has seen incredible growth and success with her company, Oat Haus. Consumers are moving more towards sharing real experiences and less about hiding behind the perfect filter. Customers crave connection and want to build relationships with transparent leaders—even if that means showing off their dance moves. Ali started sharing her journey online long before she ever considered being an entrepreneur. As she recovered from an eating disorder, she shared the ups and downs of her physical and mental health and began to grow a following. Ali's journey led her to create granola butter, and Oat Haus was born. But in her new role as a founder and CEO, it was only natural for Ali to continue sharing a behind-the-scenes view of the business. As Oat Haus grows, Ali shares authentic updates along the way, including everything from dancing in her living room to an inside look at creating new products. Ali strongly believes that sharing helps customers feel like part of the journey. It's refreshing to see a business that isn't hiding behind a façade or trying to come across like it has everything together. Ali's goal is to take customers along for the ride and make them feel so involved that no matter when they see her content, they feel like they've been there from day one. But sharing online doesn't come easily to everyone. Ali recommends starting where you're comfortable, even if that means photos without video to start. A good starting point is simply filming what you do throughout the day. Take people through your life as a business leader and show what life is like behind the curtains. As your comfort level grows, Ali recommends planning content for the entire week to hit different topics, including informational videos about your company, stories about what it's like to be a leader and fun content. A variety of content builds strong connections and resonates with a variety of customers. Even planning and great content don't lead to overnight social media success. It takes time to grow a following, and a lot of how a post or video performs is based on the Instagram or TikTok algorithms. Even then, it's hard to see the ROI of social and a direct connection between storytelling and sales. But it's all about building the brand, showcasing the human side to the business and establishing your company and yourself as a leader who cares about people and wants to share. The moments you're the most scared of sharing are often the most worthwhile things to share that resonate with your people. In the end, Ali says not to overthink it. Just be yourself and feel comfortable bringing your whole self to work and your community. You'll naturally develop strong customer relationships as you share your authentic self and brand. ________ 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.
This week, Darren concludes the brief series on UX mentoring by recapping some of the key points mentioned in the previous episodes, as well as sharing a few unexpected bubble busters to help people along on their respective journeys. Tune in for the gold!#ux#eq#podcasts#cxofmradio#cxofm#realuxtalk#worldofux#mentoring#uxmentoringCheck out the new World of UX website at https://www.worldoux.com.Visit the UX Uncensored blog at https://uxuncensored.medium.com.
What should always stay top of mind for marketing operations? One is that businesses die without revenue and two is that happy customers make all the difference. Hear our conversation with Darrell Alfonso , Global Marketing Operations at AWS: Why marketing operations should care deeply about revenue The urgent need for transferable skills for marops problem solving Translation, tech, and the customer's hierarchy of needs More information about Darrell and today's topics: LinkedIn Profile: https://www.linkedin.com/in/darrellalfonso/ Company Website: https://aws.amazon.com/ Darrell's blog: https://www.darrellalfonso.com/ Keep connected with us by subscribing on Apple Podcasts, Spotify, or anywhere you get podcasts. Check out our website at Taylor.com .
Carolyn Starrett is CEO of Flatiron Health who employ over 1500 people across the globe. In this episode she shares her inspiring journey from VP of Customer Experience and Operations to CEO and the multi-dimensional role of leaders.Flatiron is a world leader in transforming patients' real-life experiences into knowledge to help accelerate improvements in cancer care and treatment.Discussions in the episode:Representing Flatiron at President Biden's announcement for Cancer MoonshotAttracting and retaining the best talentHow to define great leadershipThe multi-dimensional role of leadersMethodologies for personal learning and developmentClick here to reach out to Peter Rabey direct Like this show? Please leave us a review. Every review helps.
Michel Falcon is an entrepreneur, best-selling author, creator of a successful hospitality company, and is currently building Brasa Peruvian Kitchen. His expertise is in restaurants, customer experience management, company culture, employee engagement, and career development (#SteerYourCareer).On this episode, Michel and host Zack Oates discuss: What being a people-first restaurant meansHow to surgically cut costsHow to pay your employees wellMoreThanks, Michel!
Hey CX Nation,In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland. Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland. He's also a huge part of the global CX/CS community. He's authored several books, is the host of The CX GoalKeeper Podcast, judges a variety of Customer Experience awards programs across the globe, is an international speaker and regular at webinars and conferences + lectures on customer experience & success at the University of Lucerne. In this episode of CXCP, Greg and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #174 Highlight Reel:**1. How building your CX/CS team is like managing a world-class soccer club 2. Building offensive, mid-field and defensive goals & targets to scale your business3. Creating your "eye-level" strategy for building a tool-kit or blueprint for your team 4. Leveraging process to become the glue that retains customers & fuels your growth 5. Investing in customer & employee feedback optimization to drive future innovationHuge thanks to Greg for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Gregorio Uglioni, CCXPClick here to learn more about The CX GoalKeeper PodcastIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to join our customer focused business leader community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show
A goal map starts with the goals your customer wants to achieve and shifts your KPIs. By measuring the things that your customer cares about, it transforms how you do work. Find the show notes and more information at customerbliss.com/whatiknow.
Nancy Flowers is the Vice President of Insights & Loyalty at Hagerty. She is a Loyalty Strategist, Client Experience & VOC Expert, Marketing Professional, and Champion of Change. [Listening]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/
Nate Brown is a perpetual student of the world's greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
Before the “driveway to driveway” customer journey begins, there's the whole buying process. What prompted the customer to consider your brand, product or service? What motivated them to complete the purchase? This week, we're jumping into the psychology behind why people buy with Katelyn Bourgoin, CEO of Customer Camp. Katelyn and David hit on the journey before the journey, the four key trigger events that lead to purchases and solutions companies have created by truly listening to their customers.-----Show Notes0:00 Introduction2:30 The Golden Nugget - Review Mining5:54 Customer Camp Background8:55 Marketing Takeaways from an Old School Alarm14:21 Building Trust with New Customers17:54 Creating “Instagrammable” moments20:33 The Trigger Events28:47 Understanding Who Customers Are and What They Want35:34 Targeting Customers on Jobs to be Done45:13 The Biggest Misunderstanding - We Aren't Rational-----For more information on topics covered in this podcast:CustomerCamp.coFollow Katelyn on Twitter and subscribe to her newsletterClay Christensen | The Theory of Jobs to be DoneOther Flip the Switch podcasts referenced - Ep. 115: How the Savannah Bananas Create the ‘Greatest Show Possible' w/ Jesse Cole
Digital channels are so powerful for retailers because they offer a wealth of data about how consumers are interacting with content, products, offers and more. As digital gets more embedded into our everyday lives, retailers are using technology and data-powered solutions to support their goals. During this week's Retail Remix, Parrish Chapman, Director of Enterprise Sales Key Accounts at Samsung shares how retailers can: Embrace technology to create seamless experiences, from the couch to the store; Use data and analytics to test and optimize the store experience; and Integrate branded, shopper and community content from social networks to enrich store experiences. RELATED LINKS Download the guide to support your new store vision Learn more about Samsung retail solutions
In this episode, I welcome Dustin Dale into the studio to discuss leadership and service. - The best customer experiences are transparent and straightforward - Great communicators tailor their messages to their employees to drive understanding - If you want to improve your recruitment and retention you must dig into what is causing people to leave - The pandemic shifted our mindset into more of a me focus rather than a team focus It's time for the great service comeback! Visit Dustin: https://www.beyondeveryhorizon.com/ Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: https://vm.tiktok.com/owrTbL/ Facebook: https://www.facebook.com/tonyjohnsoncx/ Music: http://www.bensound.com
Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common? They never go anywhere without a rattle.) My son doesn't care. His perception is that they are a great car company. Mine hasn't changed. Now, I know my son better than anyone, except maybe his wife and mother. I know he is sensible and good with his money. He's no Wally. If he decides to do something, he bloody well knows why (he gets that from me). Nevertheless, his opinion that the company is better now has done nothing to change my mind. In this episode we are exploring why we believe things that are not true, even when faced with facts. Psychologically, there are a lot of reasons we do this. We also talk about how you can overcome a bad reputation and change customers perceptions of you with your customer strategy. Spoiler alert: It doesn't happen fast. Key Ideas to Improve your Customer Experience There are a few reasons why we won't change our minds even when the facts tell us we should. Some are psychological; some are social. However, they are all at work in this critical customer strategy concept. Here are a few key moments in the discussion: 04:31 Colin shares how the different spread of information about the war in Ukraine in the West vs. Russia can ensure that the Russian people don't change their minds or stop supporting it. 09:19 Ryan answers Colin's questions about why people don't change their minds even when they are presented with information that they are wrong about something with several influences. 12:32 We discuss how the self-image can get in the way of changing one's mind, also; we push away negativity from our self-image. 16:12 We talk about the length of time it takes to change minds and what it takes during that time to ensure it happens. 19:11 Ryan tells a story about how social agendas can also get in the way of changing one's minds, and it will probably not surprise you to know that politics is a culprit. 26:54 Colin reviews what he thinks the key learning is for organizations and how we would combat these inclinations with customer strategy. 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 290,000 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 as one of the best management consultancies for the last four years in a row. 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 35,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
Dave and Evan discuss how Crexendo is providing new options for enterprises and service providers with Jon Brinton, CRO of Crexendo. Jon triumphantly stepped in after a last minute scheduling change. That was probably for the best. Evan and I have known Jon for a long time, and those conversations always go a little smoother. Turns out he knows a few things about Crexendo too. Not to mention he shed some light on Mitel and Intertel history too. Crexendo Inc., is a full-service cloud communications provider that delivers critical voice and data communication services to small, medium, and small enterprise markets. Crexendo made a bold move last year with its acquisition of NetSapiens. A communications platform that is rapidly growing. It powers service providers around the globe, including Crexendo. Jon is a seasoned technology executive with over 25 years of industry experience, and is responsible for overseeing the strategy, performance and alignment of revenue generating operations for Crexendo. Prior to joining Crexendo, Jon most recently served as the Vice President of North America Channel for Avaya. At Avaya, he led the Channel through an exciting time of transition from traditional Premise Based solutions to Software as a Service and Cloud delivered solutions for Unified Communications, Collaboration and Customer Experience. During his tenure, the Avaya North America Channel achieved over $1 Billion in annual sales through growth and adoption of Cloud and Software as a Service delivered solutions.
In this episode, competition from new vehicle brands signals changes in how customers purchase vehicles. And, changes are happening, or soon will be, to the role sales consultants play in dealerships. Mike Talks Cars is a daily sales training podcast addressing current news, quick updates on new vehicles, and something from this Automotive Trainer that you can do to take your Sales skills to the next level. New mini-episodes, like this one, will be available Monday, Wednesday, and Friday by 1 PM Eastern time. Subscribe and join me for this quick run through the Automotive world. I am your host, Mike Little, and I have spent my career training Sales Consultants and Managers on how to create and deliver world-class Customer Experiences that increase sales. You can find more from me on my website protraininggroup.ca, and on YouTube. --- Send in a voice message: https://anchor.fm/mike-talks-cars/message
The financial industry has seen massive changes and innovations over the past few years. While moves to digital-first experiences have clear transitions for sectors such as retail, they look very different for financial services organizations. In this episode, Merkle's Jonathan Gagliano and Regions Bank CMO Abbas Merchant define the largest customer experience challenges and opportunities in the financial services industry and how to measure the impacts of this transformation. Other topics discussed: • How financial services organizations can provide customers value in exchange for data • How Regions Bank personalizes experiences • The new consumer of financial services and how to think about them Resources: 2022 Imperatives (https://go.merkleinc.com/l/579173/2022-06-13/f79k7h)
Success starts with your people. Employee success means your success and Quantum Workplace‘s engagement, performance, and intelligence solutions empower your teams to stay focused and engaged and deliver powerful business results. The Demand Generation Leader, Tylor Jones gives us insight into who they serve best and their mission to help rather than just sell. With a focus on customer experience and prioritizing value, Tylor has helped to fuel the growth behind the business and establish Quantum Workplace as a thought leader in the industry.
Given the complex nature of marketing, how does a CMO make sure everyone in their team is moving in the same direction? Jason Rose, the Chief Marketing Officer at the data storage developer Pure Storage, relies on a mantra he learned while previously working at SAP from Bill McDermott, who was the CEO there at the time: “Keep the main thing the main thing.” Tune in to hear why oftentimes less is more when organizing a marketing strategy.Tune in to learn:How Jason's product marketing experience helps him in his current role (9:30)About the importance of simplification (18:55)About improving customer experience (29:30)What role AI is playing in marketing right now (39:55)Mentions:“$800 Billion in Incremental Revenue Is Possible With AI-Driven Personalization”“Email Is Still King (and 4 Other Big Insights Into Effective Tech Marketing)”Marketing Trends is brought to you by Salesforce Marketing Cloud. For more great marketing insights, sign up for The Marketing Moments newsletter. You'll get ideas to help you build better customer relationships, invites to upcoming events, and access to the latest industry research. Subscribe at https://sforce.co/MarketingMoments
Episode 154 Every other Thursday, we give our listeners a glimpse into the inner workings of our business with our new “Inside Buildertrend” series on “The Building Code.” What are our teams working on? What features are coming up, and how will they benefit our users? What data and research are being collected behind the scenes? Tune in as we take a look inside Buildertrend. How is Buildertrend impacting the future of payments in the construction industry? On today's episode of “Inside Buildertrend,” Trevor Pillen, payment operations specialist, is chatting with Zach and Charley about the significance of online payments. Tune in to hear more about how our Financial Services team is working to change the way the construction industry gets paid. Learn more about why the future of getting paid is digital. What are the key takeaways? How is Buildertrend changing the way the industry gets paid?: In the construction industry, checks have historically been the preferred method of payment. So, our goal as a tech company is to show business owners the value of using ACH and credit cards. There are many advantages to accepting these methods of payment – and one of them is timeliness. Time is money in construction, and getting paid via check takes a lot longer. What are some key benefits of online payments?: One of the biggest benefits of online payments is time. The average turnaround time for a check is 20 to 25 days. Whereas with digital payments like ACH and credit card, it's closer to 10 to 12 days, if not less. Another benefit is the ability to streamline getting paid by accepting online payments quicker, which will help solve cash flow issues. Why is accepting online payments better for business?: Today, many construction professionals are limiting the way homeowners pay for their projects. By widening the funnel, clients can pay the way they want, and contractors get a wider range of jobs to choose from. Offering flexible payment options is a good business practice, and there really are no downfalls. Why is this cool for Buildertrend users? Buildertrend Payment Processing is integrated with the Customer Portal feature, which allows homeowners to make digital payments directly through the platform. Builders have the option to accept ACH and/or credit card payments within their Buildertrend account. LINKS AND MORE How to get started with Buildertrend Online Payments: https://helpcenter.buildertrend.net/en/?q=payment+processing Related content: Check out the last “Inside Buildertrend” episode to hear about how our Customer Experience team is connecting the dots between the voice of the customer and Buildertrend's internal departments by answering questions like: What support do our customers need from us? What are they expecting from us from marketing? What do they need our product to do to support their business needs? Subscribe to “The Building Code,” and never miss an episode. Got podcast topic suggestions? Reach out to us at firstname.lastname@example.org. The Better Way, a podcast by Buildertrend: Looking to improve how your team plans projects with the top residential construction management software this year? Pick up Buildertrend pro tips on the newest season of “The Better Way, a podcast by Buildertrend.” Subscribe and stream all five bingeable episodes on your favorite listening app now. Follow us on social: Instagram and Facebook: @Buildertrend Listen to “The Building Code” on YouTube! And be sure to head over to Facebook to join The Building Code Crew fan page for some fun discussions with fellow listeners.
His Airness. Mike. MJ. All names that represent the GOAT himself: Michael Jordan. When he rocked the now infamous Air Jordans in the 1985 Slam Dunk Contest, he changed the shoe game forever. His sneakers had been banned from the NBA, and subsequently became the world's next obsession. How he turned wearing shoes into an entire empire and one of the best customer experiences of all time, is something else all together. Someone else who's turned the mundane into a one-of-a-kind experience is today's guest, Andy Pearson. He's the Vice President of Creative at Liquid Death, and he and his team have changed how the world drinks water. From selling your soul to tattooing your face…their CX might make a customer say, in the words made famous from Micheal Jordan's hit film Space Jam…”I believe I can fly.” Today, we'll find out how.--------“Our customer experience is the brand. From the moment you interact with us, you're in the ecosystem.” - Andy Pearson--------Time Stamps* (0:00) Michael Jordan: the king of CX* (7:00) Liquid Death explained to those who haven't sold their souls* (10:13) How hating marketing builds exceptional CX* (12:37) Making CX your brand--------SponsorThis podcast is presented by Oracle CX. Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives--------LinksConnect with Andy on LinkedInCheck out Liquid Death This podcast was produced by the team at Caspian Studios. Learn more at Caspianstudios.com
DATA SCIENCE AND THE SIX SIGMA PHILOSOPHY | KARTHIK VADHRI | #TGV235“The data speaks for itself. That's the easiest measure of success.”~Caitlin SmallwoodTune into #TGV235 to get clarity on the above topic. Here are the timestamp-based pointers from KARTHIK VADHRI's conversation with Naveen Samala0:00:00 INTRODUCTION AND CONTEXT SETTING 0:03:30: Karthik's PROFESSIONAL JOURNEY AND THE TOP 3 THINGS THAT HELPED IN His SUCCESS0:05:15 Six Sigma in layman's terms0:06:45 Data Science definition0:08:00 Tools that overlap Data Science and Six Sigma0:09:46 How lean six sigma helps data scientists?0:12:20 Should every data scientist acquire a six sigma certification?0:14:10 3 How to get Six Sigma certification?0:16:30 WITTY ANSWERS TO THE RAPID-FIRE QUESTIONS0:19:00 ONE PIECE OF ADVICE TO THOSE ASPIRING TO MAKE BIG IN THEIR CAREERS 0:20:30 TRIVIA ABOUT Six Sigma Belts hierarchy ABOUT THE GUEST:"What got you here, won't get you there" - Marshall Goldsmith An Award-winning data science leader with 8 years of experience in Statistical Analysis, Predictive models across Finance, Customer Experience & IT. He has a demonstrated history of working with businesses across multiple industries aiding them in data-driven decisions, leveraging a heavy dose of mathematics and applied statistics with visualization and a healthy sense of exploration. He had Facilitated & enabled business leaders with actionable insights by bringing data to life with a deep quantitative understanding of the domain/business unit. Karthik is Skilled in Python, R, Tableau, and Data Structures and is a strong engineering professional with a Certificate Program in Business Analytics focused in Data Science / Business Analytics from the Indian School of Business, and a Master's degree in Data Analytics and Visualization from International Institute of Information Technology, Hyderabad and a Harvard Business School graduate with a profound understanding of how successful products are built harnessing the power of AI, having data at the core of the business models, accelerating digital transformation. Connect with Karthik Vadhri:https://www.linkedin.com/in/karthikvadhri/Medium Publication - https://medium.com/intuition-matters CONNECT WITH THE FOUNDERS ON LINKEDIN:Naveen Samala: https://www.linkedin.com/in/naveensamalaSudhakar Nagandla: https://www.linkedin.com/in/nvsudhakarFOLLOW ON TWITTER:@guidingvoice@naveensamala@s_nagandla See acast.com/privacy for privacy and opt-out information.
Marcus Sheridan - Author, They Ask, You Answer [Customer Obsessed]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/
Is customer experience at your company a transaction or a relationship? In today's episode, Daron Fowlks, VP Global Customer Experience at StubHub, joins us to share his strategies on how to turn fans into customers and his experience building a team of over 200 people from scratch. Join us as we discuss: Going “plus 2” for customers CX leadership Expressing empathy with customers To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
Investing in customer experience is just that—an investment. Being able to prove the return and value of that investment is crucial for all companies, especially startups and those looking to get new customers on board. In the early days of CampusLogic, President and COO Chris Chumley used ROI as a tool to gain new customers and establish credibility. Prospective university clients agreed that the student experience was important, but many weren't willing to spend money on it. By demonstrating the ROI of CX and how it would eliminate pain points and create a better experience for customers, students, and employees, Chumley could connect with potential customers and grow his business. Chumley says illustrating ROI starts by identifying the pain point. Where do customers face friction? What areas of the experience could be improved? Where is the frustration for customers and employees? The pain point for CampusLogic's university customers was often paper-heavy financial aid systems. Chumley says to work side by side with customers to put a number to that pain using the customer's metrics. The pain point could be impacting sales, customer satisfaction, employee engagement, or a host of other things. If the company can move that number, CX has value. For potential CampusLogic customers, Chumley often tied ROI to reducing costs and increasing financial aid completion rates—two metrics that are crucial for universities. Tying ROI to metrics that customers care about makes ROI more impactful. The personalized approach shows the value of CX for each unique customer and becomes more applicable and accessible. Chumley says the key to a successful ROI model is to involve customers. Cooperatively building ROI helps customers catch the vision of how CX can solve their pain points. Instead of simply telling customers the ROI, Chumley uses each customer's numbers to build the solution with them and showcase the value. That means each ROI model is unique to the customer using metrics they already track and are familiar with. Numbers don't lie. Building a strong ROI model for CX creates a compelling case for its value and can be crucial in getting new customers and creating customer-centric companies. ________ 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.
Whether a person seeks to become or wants to connect with a mentor, understanding the qualities of a good mentor is critical. In Part 4 of the current series, Darren provides insights on the associated qualities and traits of good mentors.#ux#eq#podcasts#cxofmradio#cxofm#realuxtalk#worldofux#mentoring#uxmentoringCheck out the new World of UX website at https://www.worldoux.com.Visit the UX Uncensored blog at https://uxuncensored.medium.com.
On today's episode, I'm chatting with co-founder of Vitruvi, Sara Panton. Vitruvi is a natural home-scents brand and is popularly known for their diffuser line of sleek products and clean, carefully-sourced essential oil blends. The company was founded by siblings Sara and Sean Panton as a way to create a safe home-scenting alternative to the traditional air-care products that carried harmful and toxic chemicals. The brand's journey from being a home business to now being sold on the shelves of top retailers such as Anthropologie and Nordstrom is incredibly inspiring so I'm excited to share Sara's words of wisdom for how Vitruvi has grown to what it is Today. We talk on bootstrapping and funding during the early days of Vitruvi, tips for making new hires, building partnerships, marketing success, and so much more. To check out Today's hot tip from Bret Contreras, click HERE. To learn more about Vitruvi, click HERE. To connect with Sara, click HERE. To connect with Siff, click HERE. To learn more about Arrae, click HERE. To learn more about Icing & Glitter, click HERE. To get The Betty Body by Stephanie Estima, click HERE. To get A New Earth by Eckhart Tolle, click HERE. Produced by Dear Media
In this episode, Kim talks with Ron Thurston – author of the book “Retail Pride” and host of the podcast “Retail in America” and John Gregory, Global Head of Industry for Retail at Spotify to talk about what it means to be a front-line worker in retail today and how that cohort can be tapped for deeper and more meaningful organizational innovation. Connect with John Gregory, Global Retail Category Development Officer at Spotify Connect with Ron Thurston, Amazon #1 Best Selling Author of RETAIL PRIDE, host of the RETAIL IN AMERICA podcast, 2021/2022 RETHINK Retail 100 Most Influential People Connect with our hosts Jim Hertzfeld, Principal and Chief Strategist for Perficient, and Kim Williams-Czopek, Director of Digital Strategy at Perficient.
Upleveling the customer experience is a primary focus for legacy financial company, Prudential Financial. Stacey Goodman, EVP, and CIO at Prudential Financial describes what digital transformation looks like at a company with 145 years of history. She explains how her strategy for tech innovation is wed to what customers desire and delves into Prudential's new way of thinking about team building and innovation. Enjoy this episode! Tune in to learn:About the opportunity Goodman seized by joining Prudential (08:27)What Goodman is excited about bringing to the business (15:40) Challenges and roadblocks Prudential is constantly overcoming (20:48)Attracting and retaining talent (23:05)IT Visionaries is brought to you by Salesforce Platform. Did you know, streaming now on Salesforce+ you can watch “Legends of Low Code”? In this series three teams of Trailblazers race to build the best low-code app. Check this out... Mission.org is a media studio producing content for world-class clients. Learn more at mission.org.
This is a Tuesday Tips episode where you will hear host Drew Neisser, CMOs, and other B2B experts share their hard-earned wisdom and fresh marketing insights in a bitesize format. Featuring: Ryan Bowers of Marsh McLennan Agency, Amy Messano of Altair, Jennifer Houston of D-Wave Systems, Mandy Dhaliwal of Nutanix, and special guest Dan Gingiss. To see the video versions, follow Drew Neisser on LinkedIn or visit our YouTube channel—The Renegade Marketing Hub! And if you're a B2B CMO, check out our thriving community: https://cmohuddles.com/
On this weekly "Advice from a Call Center Geek" Ask me Anything we talk about a range of topics.In this episode, I give my first thoughts on running your contact center during an economic downturn, what to focus on and how to make sure you stay as efficient as you can.I get questions on using Analytics to in cent reps, what I look for when buying contact software, and how I spend my time to get the most use of call center shows and expos.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "rockstar" to 814-247-0633JOIN US FOR CALL CENTER GEEK OFFICE HOURSEvery Friday from 1 pm-2 pm EST on Linkedin LiveAny question you need to have answered on contact center operations, technology, culture...Join the Linkedin live event and you can anomalously post your question to me to be answered.I will be on for the hour no matter what. Linkedin Live- Call Center Geek Office Hours
Stephen Trzeciak. He is a physician-scientist, Chief of Medicine at Cooper University Health Care, and Professor and Chair of Medicine at Cooper Medical School of Rowan University in Camden, New Jersey. Dr. Stephen Trzeciak is a specialist in intensive care medicine and a clinical researcher with more than 120 publications in the scientific literature. Dr. Stephen Trzeciak is the co-author of two books, Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference, and Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself, which we will talk about today. Stephen Trzeciak's mission is to raise compassion and service to others globally, through science.Tell me about this Wonder Drug that helps people live longer, gives you more energy, better sleep, less depression and anxiety, more happiness, and success?Some of my listeners might say, this is too good to be true. So, how does the data back this up?What are the side effects of this wonder drug?How does serving activates the reward centers in the brain?How much serving others does it take to activate these rewards?What advice do you have for the company when it comes to giving back to the communities they work/live?ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/
To design a first-class customer experience, it starts with the mindset, the stories we're telling ourselves internally and the framework for how we're viewing the world and aligning it with what we want to create for people around us.In this episode, David sits down with Elizabeth Dixon, entrepreneur and business leader at Elizabeth Dixon Speaks. Elizabeth has worked for or alongside several customer-centric organizations, including her current role of Principal Lead of Strategy, Hospitality and Service Design at Chick-fil-A corporate. Combining best practices and insights from her career, Elizabeth shares the 5 key elements of a great customer experience. From mindset, we discuss the differences between service and hospitality, customer clarity, defining what makes your organization unique and innovating to meet customer needs.—--Show Notes3:27 Applying Strategy and Design to CX5:03 5 Key Elements of Great Customer Experience6:52 Elizabeth's Career Path through Chick-fil-A7:53 The Difference Between Service and Hospitality15:09 Choosing Your Mindset22:15 Recovery Situations and Broken Processes26:15 Disney and Ritz-Carlton's Service Recovery systems29:55 Create Your Culture35:19 Know Your Customer40:24 Define Your Differentiator43:20 Pursue Innovation—--For more info on the topics covered in this episode, check out:ElizabethDixonSpeaks.comConnect with Elizabeth on Instagram or LinkedInThe Power of Customer Experience: 5 Elements to Make an ImpactA More Beautiful Question by Warren Berger
Jay Patel, VP Business Development, GM imi Mobile (Cisco acquisition) - the state and future of Communications Platform as a Service and Customer Experience; running a startup to being part of Cisco post-acquisition Jay Patel is the VP & GM of Cisco's Webex CPaaS initiative and joined Cisco when the company he ran was acquired for $730m in 2021. He helped start IMImobile PLC and as CEO led it to a successful IPO in 2014 and then to its exit to Cisco. Today he is working on combining the IMI platforms with relevant technologies from Webex to create solutions that help our clients deliver the world's best customer experiences. We sat down at Cisco Live and explored the Communications Platforms as a Service landscape. I learn more about how cloud-based messaging APIs help Customers use the technology to interact with clients over voice, SMS, email, WhatsApp, Facebook Messenger, Twitter, Apple Business Chat, WeChat and Google RCS. Jay also shares a few tips for founders listening to our conversation and what excites him about the future.
Happy Saturday Friends! Happy Father's Day weekend! My next guest talks about taking risks and being more authentic in life and in your marketing. Please welcome PREMIERE guest Saul Colt! Saul Colt is the Founder and Creative Director at The Idea Integration Company. In his career he has been named as one of the iMEDIA 25: Internet Marketing Leaders & Innovators as well as been called one of Canada's best community builders/experiential marketers. NYT Best selling author and Internet Pioneer Chris Brogan once referred to Saul as “exactly who you want representing your company” and that message has been echoed by media properties ranging from Inc to Forbes Magazine. Saul has had many career highlights including being selected as the first international employee of Zipcar and the person responsible for launching Zipcar into the Canadian marketplace. Was the first marketing person and a key part of the growth of FreshBooks.com (The #1 Cloud Accounting service for Small Business Owners) as well as leadership roles at Rogers Communications and the first Chief Evangelist of Xero.com. If that wasn't enough, Saul is also a Professional Speaker and Consultant specializing in Word of Mouth Marketing, Stunt Marketing, Social Media, Customer Experience, Community Building and Business Courage. To follow or to learn more, head to the links below:https://www.theideaintegration.comhttp://www.instagram.com/saulcoltSupport for Label Free Podcast is brought to you by MANSCAPED™, who is the best in men's below-the-waist grooming. @MANSCAPED offers precision-engineered tools for your family jewels. They obsess over their technology developments to provide you the best tools for your grooming experience. MANSCAPED is trusted by over 2 million men worldwide! We have an exclusive offer for my listeners - 20% off + free shipping with the code: LABELFREE20