Podcasts about customer experience consultant

In this Greatest Hits episode, Lauren is joined by Adrian Swinscoe, a customer experience consultant and advisor who has been growing and developing customer-focused businesses for over 20 years. Together, Adrian and Lauren discuss what aspects of the customer journey create loyalty, how much control businesses have over customer experience, and highlight that not all customers are the same.

Have you ever heard the following?   Then, Bob's your uncle. It's the difference between chalk and cheese. On your bike, then.   If you haven't and you don't live in the UK, Colin wouldn't be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don't know he is talking about. However, his friends and family on the other side of the pond do.    It demonstrates the importance of the words you use to communicate and how easy it is to miscommunicate or not communicate at all. Language holds a pivotal role in shaping your customer experience.   Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith (ssmith@everetics.com) at Everetics, a consultancy specializing in customer support and service. Smith emphasized the crucial role of language, highlighting how words carry weight beyond what our conscious mind perceives. Being mindful of employing positive language instead of negative words can remarkably enhance the customer experience without any cost.   In my tenure as a global Customer Experience Consultant, we've trained many employees on the impact of language choices. Raising awareness about how we convey messages significantly influences customers' perspectives.   Smith pinpointed innocuous phrases used in interactions, such as "No problem" or "I don't disagree." While the phrases convey positivity—indicating there's no issue or that there is agreement with the other person—the inclusion of words like "problem" and "disagree" introduces negativity subconsciously, perhaps making the listener feel defensive. Defensiveness is not a positive interaction with a brand, even at a subconscious level.   It's akin to framing; how you package information alters its perception. Similarly, how you phrase prices or present choices can influence customers' decisions. So, why be casual about the language employed in customer communication?   In this episode, we explore the topic of language choices and how you can employ them in your experience also.    Here are some other key moments in the discussion:   03:21 Colin quizzes Ryan on a few British idioms, and Ryan does okay considering he's from Ohio. 07:07  We lead into the video submitted by Shane Smith regarding the importance of choosing your words carefully in customer interactions. 11:46 We give our first thoughts about Smith's ideas, and agree that neither of us thinks scripts are a great idea for customer interactions. 16:17  Colin shares a story about how Apple uses language brilliantly with their training on “Feel, Felt, Found” when talking to customers.  22:20 Ryan gets philosophical, summarizing an argument about the effects of language that has been going on for a long, long time.  25:19 We share how you can also submit a video to the podcast with our None of Us Are as Clever as All of Us feature. About Colin Shaw LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy'. The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.  Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience.  Click here to learn more about Professor Ryan Hamilton of Emory University.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey.

Have you ever heard the following?   Then, Bob's your uncle. It's the difference between chalk and cheese. On your bike, then.   If you haven't and you don't live in the UK, Colin wouldn't be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don't know he is talking about. However, his friends and family on the other side of the pond do.    It demonstrates the importance of the words you use to communicate and how easy it is to miscommunicate or not communicate at all. Language holds a pivotal role in shaping your customer experience.   Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith (ssmith@everetics.com) at Everetics, a consultancy specializing in customer support and service. Smith emphasized the crucial role of language, highlighting how words carry weight beyond what our conscious mind perceives. Being mindful of employing positive language instead of negative words can remarkably enhance the customer experience without any cost.   In my tenure as a global Customer Experience Consultant, we've trained many employees on the impact of language choices. Raising awareness about how we convey messages significantly influences customers' perspectives.   Smith pinpointed innocuous phrases used in interactions, such as "No problem" or "I don't disagree." While the phrases convey positivity—indicating there's no issue or that there is agreement with the other person—the inclusion of words like "problem" and "disagree" introduces negativity subconsciously, perhaps making the listener feel defensive. Defensiveness is not a positive interaction with a brand, even at a subconscious level.   It's akin to framing; how you package information alters its perception. Similarly, how you phrase prices or present choices can influence customers' decisions. So, why be casual about the language employed in customer communication?   In this episode, we explore the topic of language choices and how you can employ them in your experience also.    Here are some other key moments in the discussion:   03:21 Colin quizzes Ryan on a few British idioms, and Ryan does okay considering he's from Ohio. 07:07  We lead into the video submitted by Shane Smith regarding the importance of choosing your words carefully in customer interactions. 11:46 We give our first thoughts about Smith's ideas, and agree that neither of us thinks scripts are a great idea for customer interactions. 16:17  Colin shares a story about how Apple uses language brilliantly with their training on “Feel, Felt, Found” when talking to customers.  22:20 Ryan gets philosophical, summarizing an argument about the effects of language that has been going on for a long, long time.  25:19 We share how you can also submit a video to the podcast with our None of Us Are as Clever as All of Us feature. About Colin Shaw LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy'. The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.  Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience.  Click here to learn more about Professor Ryan Hamilton of Emory University.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey.

In this episode of Talk Time with MaxContact, Rob Wilkinson, a Customer Experience Consultant at The Car Charge People, joins Sean McIver to explore how data and intelligence can drive CX. They delve into compliance and customer trust in the digital age, data mapping, and AI's role in enhancing customer service.

In the sixth episode of our series on the State of Customer Service, Denese Waiters, Director of Customer Service Advisory, and Omnichannel Practice Leader at J.D. Power, is joined by keynote speaker and customer experience consultant, Dan Gingiss. Dan leveraged lessons learned during his extensive career spanning over 20 years in corporate America, including a role he held during which his organization earned a J.D. Power award, to develop strategies to turn customers into enthusiastic advocates through extraordinary customer experiences. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Dan Gingiss, Keynote speaker and Customer Experience Consultant

The customer experience can make or break a business. But service doesn't start with the frontline; it only reflects on them. Sometimes the most significant changes have to come from above. It was my pleasure to sit down once again with Anastasia Vladychynska, Customer Experience Consultant, to discuss how she transitioned from corporate life into entrepreneurship. As the CEO's assistant for an international airline, she discovered a flaw in customer relations. Motivated by people and a disrupter by nature, she sought a better way to create happy customers. Here's how Anastasia personally responded to angry letters, developed a customer call line, and did the thing to carve her niche in service consulting. In this episode, Anastasia hints at how she uses these points of the Do The Thing Formula: Educate yourself Taking initiative Keep pushing Identifying the why Being selfless Learn more about Anastasia on Instagram @theworldservicecoach. You can also connect with her on Facebook or LinkedIn, and yes, she answers all messages. 

We've all heard the term Metaverse by now, but what is does it actually mean?  What could it mean for how we do business or how we shop, for example? How we interact with brands? Will it be detrimental to bricks and mortar retail? And how relevant is it to independent retailers? The answers might not be what you think. This week's episode is with Mary Wallace, Retail and Customer Experience Consultant and member of IBM's Metaverse team. Mary's brilliantly animated and accessible way of talking about tech is one of the most refreshing things about this episode, as she helps us understand the many opportunities available to independent retailers in the metaverse, why the technology shouldn't lie solely in the hands of the ‘tech bros' and why co-creation is at the centre of making technology more meaningful. Mary's article for BRC which I mention on the episode: https://brc.cld.bz/The-Retailer-Winter-Edition-2023/38/Get in touch: independentthinkingpodcast@gmail.comSupport the show

According to Forbes, the CXE, or Customer eXperience Executive, is one of the fastest-growing roles. The DiJulius Group even offers a 12-month master's course in customer experience called Customer eXperience Executive Academy. Its graduates have many success stories but have been through some of the same challenges and roadblocks your organization may be going through as it attempts to improve the customer experience. Rolling out new training to a team can be a tremendous undertaking. The customer experience that Chick-fil-A has today didn't happen overnight. Instead, it improved incrementally over time, and they constantly strive to improve further. Jess Pischel, a Customer Experience Consultant and Speaker with The DiJulius Group, spends her time helping clients generate ideas, turn them into systems, and implement them enterprise-wide. Jess has a Master's in Business Administration and has worked directly with world-class brands like LUSH Cosmetics, Celebrity Cruises, and Lexus. She has a passion for working on meaningful projects and growth while creating leaders that move results through their people, leading to culture shifts, which bring new initiatives and successful project plans with measurable results. This episode is from Jess's presentation at the Customer Service Revolution Conference in Cleveland on Nov 7th, 2022. In this tell-all session, the top Customer Experience Executives from multiple industries unveil how to overcome roadblocks and hurdles while avoiding costly mistakes. Find out what it takes to lead an organization's entire customer and employee experience from those who have mastered it. Here are just a few takeaways: What the CXE role is, and why it's one of the fastest-growing positions What the Customer eXperience Executive Academy is and the methodology behind it How to roll out new training material and implement change management best practices Some examples of internal communications practices and how to implement them Why you should weave training and reinforcement into your organization's culture The challenges you may face when you're communicating to different locations and the importance of consistency How certification can increase learning retention from training workshops What the keys are to measuring success How to gain buy-in from the critics and cynics Why you should be consistent with the teaching so that it's consistent in practice How to ensure that your program doesn't become “flavor of the month” How to gain executive sponsorship Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast The 2023 Customer Service Revolution Conference Customer Experience Executive Academy Customer Experience Executive Online Academy EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.  

We all have different answers to the question, “What is company culture?” Some say values. Others say purpose. However you define it, it encompasses behavior, knowledge, beliefs, and habits. Great coaches motivate teams and maximize their performance - both on the field and in the workplace. Learn how to cultivate a coaching culture in your organization by changing the leadership playbook to one that empowers and engages coaches and their teams. Brittni Walker is a Certified Customer eXperience Executive and is the Director of Customer and Employee Experience at Advance Financial, where she's worked for the last ten years. She began her tenure as a Customer and Employee Affairs Coordinator and quickly advanced to the management level. In 2018, she took her skills to the next level by earning her Customer eXperience Certification from the Customer eXperience Executive Academy. She is also a Customer Experience Consultant for The DiJulius Group. This episode is from a presentation presented by Brittni at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. She explains why leadership means having a coaching culture. It all begins with building rapport with your team. You'll hear the four main takeaways she wants you to remember from this session, along with some recommended reading. Here are just a few takeaways: How to define company culture Why 47% of employees leave companies because of engagement and culture Why culture reflects leadership Losing an employee costs a company about 33% of the employee's salary Why company surveys may do more harm than good Energy givers are coaches, while energy suckers are bad managers Why you should be cheering for your team members and helping them achieve their goals How building rapport with your team creates trust and engagement Why listening is the key to communication Asking questions help shape conversations to create an outcome Guidance can lead your employees to success Brittni's recommended reading Resources mentioned: www.thedijuliusgroup.com How's the Culture in Your Kingdom? Book The Energy Bus book The High 5 Habit book The Relationship Economy book The Customer Service Revolution Podcast The 2023 Customer Service Revolution Conference Customer Experience Executive Academy Customer Experience Executive Online Academy *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com.  Let them know I sent you.

We, as marketers, all understand how important it is to get to know our customers. But what discipline are we bringing to that process? Do we understand the many levels of empathy we need to have for them, and how to translate those insights into the customer experience and product or service?Today, Emily Vernon, shares so much wisdom about how to look at our customers' experience. We talk about the cumulative experience and how brands can shift from being reactive to cultural moments to being more proactive. Emily shares the three altitudes of empathy - the layers at which we need to understand our customers in order to create an engaging experience. We discuss how brand experience is shifting from user-centricity to human centricity, and requires leaders to address more complex, emotional needs (yes, even in B2B!). We chat about how empathy should be viewed as a skill, not a trait.  She also shares 5 empathy exercise types so you avoid seeing customer insight gathering as one-dimensional and discover which ones your brand is doing well, versus what you may be missing to get a fuller picture.  Today's episode may change the way you gather customer insights from now on! Key Takeaways:You have to understand your customers as people, not as a broad, generic demographic. In order to connect with the right people, some people won't like you. B2B has evolved over the last 20 years, but it is important to remember that you're selling to humans, who justify emotions with logic, but are still buying with emotion. There is more than one way to look at empathy exercises. It is important to look at empathy from all angles, gather and analyze that information, and then implement with your team and see what sticks. "We bring meaning in terms of how we live, we bring meaning in terms of how we do our job. There's much more of a movement in B2B to start to look at things emotionally." —  Emily Vernon About Emily Vernon, Customer Experience Consultant an, B2B Experience Lead:Emily consults Reckitt around the end-to-end experience for B2B hygiene solutions. For more than ten years, both agency- and client-side, she has enabled brands to better engage their audiences through experience, ranging from products to service rituals, physical environments to digital platforms. She's been honored to have worked with some of the top brands within work, travel, luxury and wellbeing including Lego, IHG, Clinique, Shimano and Converse. Collaborations with these brands and others have been featured in Highsnobiety, Hypebeast, Wallpaper*, Transform and Frame Magazine.Emily's experiences with stand-up comedy, offshore sailing and living abroad have cultivated her belief that we should always question the default.Resources MentionedDecisive: how to Make Better Choices in Life and Work by Chip and Dan HeathThe Empathy Edge podcast with Michelle Wucker: How Risk Empathy Impacts Team PerformanceConnect with Emily VernonWebsite: https://emilyvernon.comLinkedIn: https://www.linkedin.com/in/emilygvernon/Instagram: https://www.instagram.com/emilygv/  Don't forget to download your free guide! Discover The 5 Business Benefits of Empathy: http://red-slice.com/business-benefits-empathy  Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria's brand strategy work and books: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaTwitter: @redsliceFacebook: Red Slice

We, as marketers, all understand how important it is to get to know our customers. But what discipline are we bringing to that process? Do we understand the many levels of empathy we need to have for them, and how to translate those insights into the customer experience and product or service?Today, Emily Vernon, shares so much wisdom about how to look at our customers' experience. We talk about the cumulative experience and how brands can shift from being reactive to cultural moments to being more proactive. Emily shares the three altitudes of empathy - the layers at which we need to understand our customers in order to create an engaging experience. We discuss how brand experience is shifting from user-centricity to human centricity, and requires leaders to address more complex, emotional needs (yes, even in B2B!). We chat about how empathy should be viewed as a skill, not a trait.  She also shares 5 empathy exercise types so you avoid seeing customer insight gathering as one-dimensional and discover which ones your brand is doing well, versus what you may be missing to get a fuller picture.  Today's episode may change the way you gather customer insights from now on! Key Takeaways:You have to understand your customers as people, not as a broad, generic demographic. In order to connect with the right people, some people won't like you. B2B has evolved over the last 20 years, but it is important to remember that you're selling to humans, who justify emotions with logic, but are still buying with emotion. There is more than one way to look at empathy exercises. It is important to look at empathy from all angles, gather and analyze that information, and then implement with your team and see what sticks. "We bring meaning in terms of how we live, we bring meaning in terms of how we do our job. There's much more of a movement in B2B to start to look at things emotionally." —  Emily Vernon About Emily Vernon, Customer Experience Consultant an, B2B Experience Lead:Emily consults Reckitt around the end-to-end experience for B2B hygiene solutions. For more than ten years, both agency- and client-side, she has enabled brands to better engage their audiences through experience, ranging from products to service rituals, physical environments to digital platforms. She's been honored to have worked with some of the top brands within work, travel, luxury and wellbeing including Lego, IHG, Clinique, Shimano and Converse. Collaborations with these brands and others have been featured in Highsnobiety, Hypebeast, Wallpaper*, Transform and Frame Magazine.Emily's experiences with stand-up comedy, offshore sailing and living abroad have cultivated her belief that we should always question the default.Resources MentionedDecisive: how to Make Better Choices in Life and Work by Chip and Dan HeathThe Empathy Edge podcast with Michelle Wucker: How Risk Empathy Impacts Team PerformanceConnect with Emily VernonWebsite: https://emilyvernon.comLinkedIn: https://www.linkedin.com/in/emilygvernon/Instagram: https://www.instagram.com/emilygv/  Don't forget to download your free guide! Discover The 5 Business Benefits of Empathy: http://red-slice.com/business-benefits-empathy  Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria's brand strategy work and books: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaTwitter: @redsliceFacebook: Red Slice

The customer experience can make or break a business. But service doesn't start with the frontline; it only reflects on them. Sometimes the most significant changes have to come from above. It was my pleasure to sit down once again with Anastasia Vladychynska, Customer Experience Consultant, to discuss how she transitioned from corporate life into entrepreneurship. As the CEO's assistant for an international airline, she discovered a flaw in customer relations. Motivated by people and a disrupter by nature, she sought a better way to create happy customers. Here's how Anastasia personally responded to angry letters, developed a customer call line, and did the thing to carve her niche in service consulting. In this episode, Anastasia hints at how she uses these points of the Do The Thing formula: Educate yourself Taking initiative Keep pushing Identifying the why Being selfless Learn more about Anastasia on Instagram @theworldservicecoach. You can also connect with her on Facebook or LinkedIn, and yes, she answers all messages.

The DiJulius Group's Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies need to improve communication to retain top talent in an employee market. You will learn: How the most challenging issue all companies face can be summarized in one word: communication.  By improving communication within departments, locations, and other teams, your organization can create a world-class employee experience that people won't want to leave.  How to help your departments better understand the roles and responsibilities of others and understand how their role impacts other departments and customers in the overall experience.  Each team will better understand the importance of their INTERNAL customer. After all, a customer is whoever depends on the work that you do.  Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. 

The DiJulius Group's Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies can turn upset customers into brand evangelists. You will learn: How to anticipate your service defects and put protocols in place to make them right How to be prepared and equipped to respond to predictable customer challenges: shipping delays, long hold times, products out of stock, etc. Training employees to have full awareness of the potential service defects that commonly arise at each stage of the customer's journey  How to train and empower your employees  Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast  If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.  *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Jon Ivanco is a Customer Experience Consultant and Co-founder of Formtoro, a company focused on unlocking up to 38x more data on your users. If you want to learn what zero-party data is and why you should care about it this is the episode for you. Jon shared his insights on personalizing your customer journey and emphasized how data collection should be the first step to help influence your strategy.Jon also answered questions from some of our listeners/network:Juliana Jackson: What do you think about companies that swear by CLV as the main growth lever for e-commerce brands and completely ignoring each brand's business model?Jeremy Epperson: Why do you think there are only really 2 measurable points of intent in a customer journey?Lukas Petrauskas:  What are the lowest and highest-hanging fruits regarding zero party data utilization for $1MM+ e-com companies?Links in this episode:http://linkedin.com/in/jivancohttps://twitter.com/jonivancohttps://formtoro.com/If you learned something new today, we would appreciate it if you can leave us a review on your favorite podcast platform.

Over the past few weeks, we've shared several crucial expertise for new farmers to get up to sprinting speed in Mzansi's agri sector. A week ago, we shared a guide on how to fund your farm and this week we share the 101 on registering your farming business!  Biosecurity and poultry farming go hand in hand and experts believe it is the first line of defence in the fight against poultry diseases. Western Cape poultry farmer, Jo-Andra Gregory, agrees and this week she shares tips for new farmers. South Africans loves a mouth-watering potjie and this week our “Agripreneur 101” segment features, Ulrich La Lay AKA the Potjie Guy! Our book of the week is Setting the table by Danny Meyer, is for sure a must read for the new year! And, our farmer tip of the week comes from Kelly Dini, Customer Experience Consultant at Seeds For Africa. 

Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer). You will learn: When it is time to hire/promote a CXO  Where CXOs come from How to prepare and train a CXO How to hire/promote the right CXO What a CXO should be responsible for Resources mentioned: The Customer Service Revolution Podcast  Customer Experience Executive Academy  Customer Experience Executive Online Academy  Landing page to watch Jess' webinar and receive a copy of her slide deck If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.  *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

This week's guest is Melinda Holmes, Customer Experience Consultant, Above the Lead. For over 20 years, Melinda worked in customer service in the insurance & tech industries, while launching various side business builds, ranging from cake decorating & catering to holistic counseling, and now uses her expertise to coach small businesses how to rise above the rest in outstanding customer service & engagement. She spoke about customer service, getting feedback, & segmenting customers.

My guest today is Melinda Holmes, Melinda is a Customer Experience Consultant. For over 20 years, she worked in customer service with hands-on experience helping small and large businesses implement a personable customer service team as a consultant and employee. She has seen it all. Melinda has a special love for entrepreneurs and teaches the importance and direct financial impact a great customer experience has on any type of business. As a coach and a speaker, Melinda is very personable and animated. She loves storytelling as a method to demonstrate the reality of her topics. Melinda researches beforehand and makes sure that she tailors my topics to what the audience is interested in learning more about. Melinda speaks from hands-on experience and can relate to similar experiences and challenges that any audience has faced. Contact Melinda: https://www.abovethelead.com/thesecretgoldmine - Discovery Session https://www.abovethelead.com/checklist Melindaholmes@abovethelead.come If you enjoy the podcast, please subscribe and leave a short review on Apple Podcasts, or wherever you listen? It takes less than 60 seconds and it really helps. If you enjoyed this episode buy me a cup of coffee, make it a large: I'm trying to keep this episode free of advertisements and could use your help with the cost of bringing your this fun and entertaining podcast. Anything you can donate to the cause is greatly appreciated. To donate go to: https://www.paypal.com/paypalme/sifuRafael Subscribe: https://podcasts.apple.com/us/podcast/coaching-call/id1546026323 Please leave a star rating and a review here Follow Coaching Call: Facebook: facebook.com/coachingcall Instagram: instagram.com/coachingcall Email: maxfitness@optonline.net LinkedIn: linkedin.com/in/maxfitness Youtube: https://bit.ly/coachingcallYoutube to watch the full interview. --- Send in a voice message: https://anchor.fm/coachingcall/message

This week, M. Kevin Davis invites Customer Experience speaker and consultant David Avrin to the QLE Podcast. They discuss how customer expectations have changed over time, so our approaches and methods to providing the best customer service possible must as well. You can find out more about David Avrin by visiting www.davidavrin.com, or @davidavrin on social media. Check out his Morning Huddle program by visiting: www.morninghuddlemembership.com. ----- To learn more about how Quick Lube Expert can help you, visit: www.quicklubeexpert.com To learn more about what M. Kevin Davis has to offer, visit: www.mkevindavis.com Sign up for your FREE Discovery Assessment at: www.quicklubeexpert.com/discovery-signup To learn more about Phillips 66 Lubricants and Kendall Motor Oil, visit: www.phillips66lubricants.com, and www.kendallmotoroil.com Find out more about the Phillips 66 Shield High Mileage Booster: www.shieldbooster.com Find out more about the Kendall GT-1 High Mileage Booster: www.kendallhmb.com  

Your customer is your company's most valuable asset. We all know this. But sometimes – especially when you're not on the front lines of sales or customer support – it can be easy to lose sight of who you're truly working for. Not everyone on your team can design a product, sell licenses or write code, but everyone can work in a way that positively impacts customers.   In today's episode, I speak with Melinda Holmes, a seasoned Customer Experience Consultant.  Melinda has had a career in Customer Experience for +20 years, where she has learned to understand the foundations needed to effectively manage and build successful customer experiences. Her focus is on giving solutions to save money and earn more revenue by creating processes to increase customer retention rather than pricey ads and exhausting promotions.   In nutshell, we speak about:   Melinda's background and what she currently does. What phenomenal customer service looks like. How automation significantly improves your customers' experience.  The common customer experience missteps that Melinda has come across. Why you should ask for feedback from your current clients. … and so much more!   Connect with Melinda:     Website: https://www.abovethelead.com/

Simon interviews Customer Experience Consultant and Director of CX Group Australia, Justin Tippett. For 30+ years, Justin has been a leading practitioner and Voice in the Australian Contact Centre Industry.

In this episode of Clued In, Lou is joined by Bob Azman, Chief Customer Officer & Customer Experience Consultant at Innovative CX Solutions, Emeritus Board Chairperson at CXPA, Adjunct Professor, Best-selling Author, and host of All Things Considered CX podcast. Lou and Bob discuss the development of the CX industry along with some hurdles, and opportunities, all professionals involved in CX can take advantage of. In a profession that seems to be heavily fragmented (CX/EX/UX/Practitioner/Consultant/Platform Solution/etc.) the ability to embrace a shared view of experience management benefits everyone…especially the customer!

Join Hilmon Sorey every Monday morning on The Winning Zone, ​​where he interviews executives and experts who are driving rapid growth for companies all across the globe.It is well known that customer satisfaction is one of the most important areas where a business should focus its efforts on. Having great front-line customer service can help organizations increase their revenue streams, provide value to their customers, create a brand, and build a loyal community. Melinda Holmes has had a career in Customer Experience for +20 years, where she has learned to understand the foundations needed to effectively manage and build successful customer experiences. Her focus is on giving solutions to save money and earn more revenue by creating processes to increase customer retention rather than pricey ads and exhausting promotions.A lot of companies nowadays are struggling to engage with their customers because they are not following the strategy that best suits their audience. Finding the right path towards gaining and retaining customers can lead your business all the way to success. Interested in learning more about some powerful insights to help you get there? Then this conversation is for you. 

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer's experience.  You will learn: Why measuring your customer's experience is critical to improving the customer service your organization delivers. What the best types of measurement tools to get the highest response rate and most accurate information are.  Which KPIs (Key Performance Indicators) are the ones you should be tracking. How to create a ROX (Return on Xperience) dashboard to hold everyone in your organization accountable.  Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.  *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

There are 20 Million CX Professionals and 3.8 Million CX Consultants. Globally demand for Digital CX consultants is surging. Here is what it takes to be a successful CX Consultant: Know Thy Self Know Thy Customers Master Experience & its 3 Es - Emotion, Effortless & Efficient Strengthen the D of Digital Have a handy Tools Kit Mindset of Value Creator Do share what do you think about these skills…. To be part of the next masterclass drop a note at: Rajat@koyopo.com To know more about the program visit: www.koyopo.com/courses Thanks

There are 20 Million CX Professionals and 3.8 Million CX Consultants as per LinkedIn search. There is a growing demand for CX professionals in the international market. In this podcast we will explore how to become an International Customer Experience Consultant.   To learn more about CX Mastery Program visit: www.koyopo.com/courses Connect on LinkedIn at: www.LinkedIn.com/in/ChawlaRajat Email at: Rajat@koyopo.com Thanks

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience. You will learn: How to transform even your mundane interactions into memorable experiences How to identify the inconsistencies in your business and others How to create your non-negotiable service standards to become the brand your customers can't live without Resources mentioned: Customer Experience Cycle: Business to Business (B2B) Consulting Example Customer Experience Cycle: Draft Template Customer Experience Cycle: Business to Consumer (B2C) Automotive Example www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH https://customerservicerevolution.com/ If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.   *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com 

In this new episode of Out of the Clouds, host Anne Muhlethaler interviews Customer Experience Specialist and consultant, Helen Baynes. (https://www.linkedin.com/in/helen-baynes-030b791/).  Want to grow your business? "If you have a long-term ambition for your business, take your customers on the journey with you." offers Helen. Anne and Helen met through a close common friend and more recently had a chance to work together, as both of them are consultants who share some specific values, in particular around empathy and customer centricity. Helen is a Customer Experience Consultant and Strategic Advisor, based in the UK. She has worked in and around fashion retail, starting her career in management training at Harrods, before moving into online retail, in the very early days, with Net-A-Porter, where she stayed for over a decade. In her current role, she supports various companies, from fine jewelry, champagne, to  MPowder, a menopause supplement which is is very passionate about; for all of them, Helen is pioneering the digitalisation of traditional retail service values to meet the rapidly changing needs of increasingly digital consumers. The two discuss the meaning of key principle in customer care such as experience design, the importance of recruitment, to have happy staff and customers, and how to measure lasting relationships with your brand through retention.Helen also shares her favorite authors, talks about the one person we should all know about, before finishing to talk about what brings her happiness. Enjoy! *** Selected Links from Episode:You can find Helen at:  https://www.linkedin.com/in/helen-baynes-030b791/Experience Design -  https://en.wikipedia.org/wiki/User_experience_designService Design - https://en.wikipedia.org/wiki/Service_designForrester, the consultancy - https://go.forrester.com/Nex Generation Customer Experience - https://nextgencx.wbresearch.com/Read Tony Hsieh's book Delivering Happiness - https://en.wikipedia.org/wiki/Delivering_HappinessNet-A-Porter - https://tinyurl.com/wr2sx2h3Worldnet - https://www.worldnet-intl.com/MPower – Menopause Supplements & Wellbeing - https://mpowder.store/Anne Sebba - https://en.wikipedia.org/wiki/Anne_SebbaGriselda Pollock - https://en.wikipedia.org/wiki/Griselda_Pollock *** If you enjoyed this episode, click subscribe for more, and consider writing a review of the show on  the podcast platform of your choice. And even better, share it with a friend. Thank you again for listening!For all notes and transcripts, please visit Out Of The Clouds on Simplecast - https://out-of-the-clouds.simplecast.com/Sign up for Anne's email newsletter for more from Out of the Clouds at https://annevmuhlethaler.com.Follow Anne:Twitter: @annvi IG: @_outoftheclouds

On this week's podcast, Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy continues the second part of interviewing John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in The Digital Age. This is part 2 of 2 episodes.  You will learn: How to dominate the relationship economy The 5 Keys to training your employees in the art of relationship building Conversation Never & Always Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Relationship Economy Book: https://thedijuliusgroup.com/product/the-relationship-economy/  Link to John's TED Talk Meet as Strangers Leave as Friends: https://www.youtube.com/watch?v=QfWgKZzsuMc  FORD template: https://thedijuliusgroup.com/how-to-create-an-emotional-connection-in-a-digital-world-the-most-remarkable-customer-service-story-i-have-ever-heard/  Alpin Haus Customer Service Training on building relationships: https://www.youtube.com/watch?v=T18LCaCDvwQ  The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.  *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is  Kelly Molson, MD of Rubber Cheese.Download our free ebook The Ultimate Guide to Doubling Your Visitor NumbersIf you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcastIf you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this episode.Competition ends August  27th 2021. The winner will be contacted via Twitter. Show references:https://www.stephenspencerassociates.com/https://www.linkedin.com/in/customerexperiencespecialist/ Stephen Spencer + Associates is a collaborative consulting and training organisation with a simple purpose: to help you extract maximum value from your customers' experience of you. Transcription:Kelly Molson: Welcome to Skip the Queue, a podcast for people working in, or working with, visitor attractions. I'm your host, Kelly Molson. Each episode I speak with industry experts from the attractions world. In today's episode, I speak with Stephen Spencer, Founder of Stephen Spencer + Associates, a collaborative consulting and training organisation. We discuss why customer experience is so important right now, how to maximize interactions to drive value, and what attractions can do to foster a more innovative culture. If you like what you hear, you can subscribe on all the usual channels by searching, "Skip the Queue".Kelly Molson: Stephen, thank you so much for coming on the podcast today, it's really lovely to see you again.Stephen Spencer: It's an honour and a pleasure, thanks very much, Kelly. Kelly Molson: So many people have recommended that we speak to each other. But, as ever, this podcast, we're going to go straight into our icebreaker questions. So, I would like to know, what is the worst job that you have ever had?Stephen Spencer: Oh, that's easy. One Easter, when I was a student, I worked for an employment agency, so it's a different job every day. And, the worst job was cleaning out the undercarriage of a private jet that belonged to an Arab Sheik. There's a bunch of us put in a van, we had to wear so much protective clothing, and visors, and things over our heads, that you literally couldn't see, and then you had high-pressure hoses. And, you could just glimpse the luxury within the jet through the open door, but we were underneath just spraying out the oil, and grease, and dirt, and god knows what else. It was a horrendous, horrendous day. I sort of thought, "My life is over before it's begun. If this is how I'm going to spend my life..."Kelly Molson: You were so close to the luxury, you could almost touch it.Stephen Spencer: It was. You could see it was all very beautifully, ornately designed, in keeping with the culture inside. But, underneath it was just a regular old, filthy old bit of kit. Kelly Molson: I feel like that sums us all up, right? Inside, we're all just regular, normal, filthy old people. Stephen Spencer: Well, you speak for yourself. I thought we were all looking up to the stars. "We're all in the gutter, but some of us are looking up to the stars." That's the quote, isn't it?Kelly Molson: Maybe, I'm trying to keep real, Stephen. I've gone a bit retro with this one, so I'm hoping that you remember this program. Do you remember a program called Stars in Their Eyes? Stephen Spencer: I do.Kelly Molson: Excellent. Okay. So, let's go back. If Stars in Their Eyes was a thing now, who would you perform as?Stephen Spencer: Oh, it's easy, Elvis. Absolutely. Elvis is my go-to for karaoke. Funnily enough, I've been a massive fan of Elvis since the day he died, because he wasn't obviously relevant in 1977, but the day he died I spent the whole day playing all his music. I just got absolutely hooked. And years later, there's an attractions connection here, I got to meet and work with a heroine of mine, the late Debo, Duchess of Devonshire, at Chatsworth. I discovered that she was a massive Elvis fan. And, what I didn't know, but later read in her autobiography, was that she too became a fan the day he died, because she saw all the programs and heard all the music. Anyway, yes. No contest, I would be Elvis.Kelly Molson: What song? You said he's your karaoke go-to, what's your karaoke song?Stephen Spencer: Funnily enough, it's a song that he did I think very well, but not originally his song, it's My Way. Which, kind of also is my personal theme tune. Kelly Molson: I love this.Stephen Spencer: I never do things anybody else's way, it's always my way. But, not in a command and control way, just, "This is my way, and if it facilitates stuff, that's great, if you don't like it, there are lots of other people who will do it your way.Kelly Molson: Excellent answers, I'm enjoying this very much. Let's move on. I would like to know what your unpopular opinion is.Stephen Spencer: Well, I think my unpopular opinion is that Line of Duty is increasingly disappearing up its own fundament.Kelly Molson: Oh, gosh.Stephen Spencer: ... Or should we say, that Jed Mercurio has believed his own hype. The last series was a sort of ragbag of references to the previous series, a completely flimsy plot. I'm not just saying the ending was disappointing because it was, spoiler alert...Kelly Molson: You can't do that, what if no one's... Stephen Spencer: I said spoiler alert, people could have switched off at that point. The thing that got me slightly suspicious of Jed Mercurio was The Bodyguard, that one-off series that he did. Where, we were expected to believe that a man wearing an explosive vest would be allowed to walk from one end of London to the other to go and visit his wife and children, rather than being taken out before he could put the entire population of Central London at risk. I just thought, "This is ridiculous." So, I spent part of lockdown watching all the previous series of Line of Duty, and the early ones, absolutely brilliant. Stephen Spencer: But I tell you a series that's better than Line of Duty, and that's Spooks. There was never a bad episode of Spooks. I think it was nine series, we watched about 100 episodes, and there wasn't a single bad episode. And also, they constantly refreshed the central characters. Whereas we all love Ted, obviously...Kelly Molson: Who doesn't?Stephen Spencer: ... And Kate, and Steve, it is inconceivable that that man would still be in that job, considering everything that he's, for the best of intentions, done and got himself mixed up in. It's ridiculous. Kelly Molson: Oh my gosh, Stephen.Stephen Spencer: I'm sorry if that's an unpopular opinion.Kelly Molson: I think it is an unpopular opinion.Stephen Spencer: Now we can nearly go back to the pub, or we can go back and sit outside, we need to keep ourselves warm, there's no point in everyone just sitting around saying, "Did you see Line of Duty, it was really good wasn't it?" No, let's actually be real here.Kelly Molson: I think this is really going to split our listeners. I do know that there was a lot of people that were really unhappy about the ending. And, if I'm completely honest, I was one of them. However, I have loved every single minute of Line of Duty. And, I did love the final season, if it is the final season, we're not quite sure.Stephen Spencer: I don't think it will be. Clearly, if they want to do another series, there's more to uncover. Maybe they shouldn't bring it back. Unfortunately, it's a bit like what happened to Doctor Who, which was amazing when it was rebooted with Chris Eccleston. I'm not talking about the latest incarnation of the Doctor, I'm all for that, but it's just the fact that the writing got more and more self-indulgent. And, if you're writing Doctor Who and it's unbelievable, you really should take a look at yourself, I would suggest. Kelly Molson: Okay, let's move on. So, Stephen Spencer + Associates, it's a collaborative consulting and training organisation. You've got a simple purpose, and that is, "To help extract maximum value from your customers' experience of you." A few topics that I really want to cover today, but let's start with the biggest one which is, why is customer experience so important right now?Stephen Spencer: I think right now, clearly, it is really important because it has changed so much, and the changes are going to be with us for the foreseeable future. We've had this dramatic, probably five years of accelerated adoption of online and, as we're doing now, remote meetings and so on, people shopping from home, in a year or less. So, straightaway, businesses don't have that personal contact with customers that previously they could have actually exploited or at least known what was going on. Stephen Spencer: Secondly, there's still going to be an element of public health and social distancing, people are going to be nervous. There's going to be a need for businesses to continue to demonstrate that they're providing a safe, healthy environment for customers, which risks creating an experience that's compromised. Stephen Spencer: And thirdly, I think, for the foreseeable future, there's probably going to be less customers around. There may well be fewer staff serving them. And, there's probably going to be less money in the system as well. For many attractions, obviously, the international market is going to take, quite possibly, two to three years, if not longer, to recover. That's what all the predictions say. So, it means we've got to do more with less. So, fundamentally, how do we focus in on every customer's experience, and maximize every interaction so that we get maximum value out of it, both for the customer and for the business?Kelly Molson: Maximizing interactions. And, I guess, it's understanding what elements of the experience drives the most value. How do attractions do this at the moment? What are the steps that they need to go through to look at how they can make that happen? Stephen Spencer: Well, I think something that could be done a lot better in many attractions, and I've worked in many attractions and with many attractions, is a much more joined-up approach between marketing and operations, and possibly finance and strategy as well. The challenge with being a Customer Experience Consultant is a lot of what you're saying, sounds like stating the bleeding obvious. But, the reason you have to state it is because it passes a lot of organisations by, for all sorts of reasons, good and not so good. But, really, really understanding who are your customers, breaking them down into recognisable subsets.Stephen Spencer: I'm a great believer in developing customer personas. And, one of my favourite ways to do this working with organisations is, "If this group, or this couple, or this individual was a celebrity, or a band, or a team, or a character in a soap, who would they be?" You find as soon as they've identified that person, then they can really start to put layer, and layer and a layer of, "How would we treat this person? What would this person want from us? What kind of communication would they appreciate? What would make them go, "Wow"?" Stephen Spencer: And, I think what often happens is, the marketing focus tends to be on idealised segments, and the reality on the ground is real people. What really works is when marketing gets out there, and gets stuck in, and talks to the customers, and sees who's coming in, and there's a complete consistency between strategy and execution. Because, at the end of the day, whatever you do, the most powerful thing you can do for a customer is speaking to them and treat them the way they would want to be treated. And, the only way you can do that is if you are able to look and listen, and observe, and take that time to engage, and, again, keep listening, and give that customer the response they're looking for. Stephen Spencer: You see it time and time again, the most high-tech attractions, attractions that have incredible properties, whether it's heritage properties or brands brought to life in amazing ways, it's still the human interaction that's the most powerful thing. So, understanding, which is important also, to give your team the confidence to talk to customers in the right way, understanding who they are, is fundamental for me, and that being consistent through the whole organisation. Kelly Molson: How does that change? We're recording this, it's the 11th of May today, so next week, the 17th, most indoor attractions will be able to open. We're still looking at capped capacity, we're still looking at a reduction in operation staff, probably front of house staff, for attractions. How do you look to monitor that now? And, how does that change as restrictions start to get relaxed and you get more, and more, and more people through the doors? How does that process change? What can people do? Stephen Spencer: I think, given what I've said, the most important thing you can do is to maximize your customer's every interaction. Many people know this, some people won't know this, in customer journey mapping, which is the classic way to think about your customer's experience, you identify all the touchpoints, so all the interactions between the customer and the attraction. Obviously, starting with before they ever visit, so advertising, or the website, or review sites, whatever it is. And, you map all those touchpoints. Then, you identify, what we call, the moments of truth, which are the real make or break touchpoints. So, the points at which you could really deliver on the value proposition or not. Stephen Spencer: By doing that, and then matching that customer journey to those customer profiles, you can start to say, "Right"... I think, for example, the work that people like BVA BDRC and Decision House have been doing, in terms of sentiment research, really plays into this as well. Because, they've identified some COVID personas, in terms of where people are at, in terms of their willingness to go back, their nervousness, or confidence about interacting again. So, you build all this in. Stephen Spencer: So, what I'm saying is, bring your team together and say, "Let us work through the experience that we're going to give to our visitors when they come back when we're able to reopen. I hope that attractions have already been thinking about how they add something extra, really make visitors feel, not just welcomed back, but that there's something extra special that's been laid on to welcome them back. And again, that doesn't have to be something very expensive, it doesn't have to be something high-tech, but it just has to be something that is appropriate to the brand and relevant to the customer. Bearing in mind, obviously that we're talking, for most attractions for the foreseeable future, it's the local/staycation market, rather than international. So again, just a great opportunity to say to the team, "Everything's changed. Everything's new. Isn't it exciting? We're opening up again, maybe we've done some work behind the scenes, a new exhibition, new information that we've had the chance to research about our site that we can share. Whatever it is. Let's now plan the reopening or the next stage of reopening, almost as if we're planning a family Christmas or a celebration. And, think what we can do." Just get everybody involved, and everybody shares the excitement. Stephen Spencer: We know that there are challenges for teams coming back who've been maybe furloughed, or new staff being recruited in a lot of cases as well who have never had the experience of working at the attraction before. And now suddenly We're reopening, it's a big deal. But, some of us weren't here before, some of us are nervous about being back. It's all a bit strange. Some of us have been here the whole time and we're knackered. So actually, that is another reason to bring people together, not just for, what I call, pre-opening training, which is almost like going through the motions, but to make it really, really special.Stephen Spencer: We've been recently working with a museum that actually was closed already before the pandemic for a major refurbishment, and also rebrands, and a repositioning of the museum. And, we created, first of all, with a workshop that we ran for all teams across all departments, a fact-finding workshop. And then, translating that into pre-opening training that was much more about exactly what I've been talking about, "What are we going to do? How do we take this great new shiny vision that we've got and turn it into customer interactions? Who are our customers? What do we know about them? What do we need to do? What would we do if it was our granny, or our brother, or our friend coming, what would we do?" And, just turning it into a mission that is translatable to everybody's role and everybody's capabilities.Kelly Molson: I love that idea, that you position it as a real celebratory event. It's such a nice way of looking at it. And, what does that mean to people? Like you say, for attractions, you've got such a different range of people that will visit, what does that celebration mean to them? How do you apply it to that individual person? I think that's such a nice way of framing it. Also, one of the things that attractions have been really good at as they've been talking about reopening and that process of how they do that, is most attractions haven't been talking about reopening and going back to normal. They've actually been embracing the idea that they don't have to go back and do the things that they used to do, they can embrace something different. And, like you say, they might have a new attraction, they might have a new collection, they might have something new that they've got to celebrate. But, even if you don't, you still can improve that customer experience by shifting the way that you do things. Kelly Molson: And, that's the next thing that I want to talk about. How do attractions reimagine what they've been doing and be a bit more innovative moving forward from being able to open again?Stephen Spencer: For just the reasons that you said, I've always been slightly wary of the expression, "Build back better" because, superficially, great. But actually, I think it implies that we're trying to get back to what we were doing before but just a little bit better. Well, I don't know about you, but before the pandemic and before I knew there was going to be a pandemic, I had this feeling, and I think a lot of people did, that we couldn't go on the way we were going. Whether it was overtourism, obviously there was a lot of inequality and division in the world, we were literally on course to destroy the planet. And, it just felt like this isn't great. And then, we had that period of reflection in the first lockdown when if you had a garden, if you had access to green space, you had time on your hands, it was just wonderful to be able to reflect on, "Wouldn't it be great actually if the birds every year we're able to be born into a world that was that much cleaner? Or if the canals in Venice, bring it back to tourism, ran clear all the time, rather than views of Venice being dominated by these enormous ships?"Stephen Spencer: So, I've really tried to talk about building forward better, because I think it is about this process of true innovation, which is actually creating something new and different. So, to do that I think you have to be really, really clear on, what is your purpose? What is your reason for being? What is your vision? Organisations and consultants use smoke and mirrors to talk about purpose, and mission, and vision. But, when I talk about mission, I'm really referring to why we're in business, what we're trying to achieve. It's different for the public sector, and private sector, and third sector organisations. For the private sector, it may be about share price, or it may even be about selling the business at some point in the future. For museums and charities, it's about a very long-term project.Stephen Spencer: And then, vision, I say, "Why is that of interest to the customer, the visitor, the person that you're aiming that experience at?" And, within purpose is also values, and I think it's a great time to revisit mission vision values and say, "This is what we believe. This is the difference that we want to make in the world. Now, how do we go about it?" An example of that, back in 2012 I was helping to launch the Emirates Air Line cable car, in the run-up to the London Olympics and Paralympics. It had a very complex structure because it was ultimately owned by Transport for London, TFL, and then Docklands Light Railway, DLR, and then it was operated by the cable car company Doppelmayr. The front of house team was Continuum, which I was working for. The sponsor was Emirates. There was a security company and a cleaning company. I think there were about eight different stakeholders. Stephen Spencer: And, we had to design what the passenger experience would look like. And, we created, what we call, a passenger charter, which is basically everything you need to know as a new employee, and they're all new employees, and they're all coming from Newham in Greenwich. Most of the recruitment had already happened in Newham in Greenwich for the Olympics. So, we were sort of hoovering up what was left in a way. And, I mean that actually very positively, because what we got was a whole load of people who'd never worked in customer-facing roles before. Some of them had really interesting and quite often harrowing backstories about how they came to even be in London. And, there were 40 ethnic backgrounds across 100 initial recruits. And then, as I say, all these different brands. Stephen Spencer: So, how did you bring it all together? We came up with the very simple, what we called our vision statement, "Inspiring Journeys", and so everything had to be measured against inspiring journeys. So, the uniforms, they looked, rather than TFL uniforms, they looked like airline uniforms. But, when it came down to more mundane things like selling a ticket, issuing a refund, handling a lost property inquiry, we did not use the TFL standard procedures, which were, to put it mildly, bureaucratic and not very customer-friendly, because it wasn't inspiring journeys. We talked earlier about pre-opening training, when we ran pre-opening training on the passenger experience and presented each of the new recruits with their passenger charter, they were whopping, and cheering, and yelling, and stamping their feet at the end of these workshops. I've never had a reaction like it.Stephen Spencer: I had people asking me to autograph the charter for them because they felt it was such a special thing that they were doing. And within three months... Bearing in mind, we opened literally... It was such a steep learning curve. We had 30,000 passengers a day, almost from week two. We were moving ropes and stanchions around. I had to move 1000 people while they were all standing in these ropes and stanchions because it wasn't working, the queuing system. Again, that goes back to every interaction. You don't just look at a load of cattle in a pen and say, "Okay, that's the guest." You think about, "Hmm, the way they're queuing, it's not right, it's not working." The end of that story is that we came top of the TFL passenger survey for London within three months. From a standing start, never had a cable car before, these people had never worked in customer-facing roles before, but they all got what we were trying to deliver.Stephen Spencer: So, for attractions, obviously, not everyone can open a cable car, but you can go back to, "What is your essence?" This museum I was talking about earlier, they were founded in the 19th century and had quite a set offering, and they have re-imagined it for the 21st century in a way that makes it accessible to everybody. It's totally accessible. There's no one who can't actually find an angle for this to be relevant to them. So, I think it starts with that. We've created, not just for COVID, but for the long term, what we call our innovation toolkit, which facilitates this process. And, the middle part of the process is the fun part, because it's the brainstorming, it's the innovation facilitation. Where we say, "You've clarified your purpose. You've clarified your vision. You've also identified your assets. Because you've got some challenges, you've got some burning issues you have to deal with, whether it's financial or other issues that you have to deal with right now because otherwise, you'll be out of business. But, beyond that, you've identified what are your core assets. Now, we need to think about who are the potential audiences for those assets. And, of course, some of them, who were there before, are not there for the foreseeable future, or they've changed. So, we look at trends as well as segments. Stephen Spencer: Then, we look at all the different business models, all the different revenue models that you could... It doesn't have to be purely revenue, but because we're very much about sustainability and recovery, I think it's important that we identify every revenue opportunity. And we say, "If you take your asset where you're particularly strong, and you apply it to these audiences where it really resonates, and you've got these potential business models that you could..." I'm talking for attractions, it could be anything from a virtual curator tour to a new family play area, to a new petting zoo, it could be anything. Virtual, physical, or a combination of the two. Stephen Spencer: And then, you do some evaluation based on effort vs reward. There's a simple matrix that just allows you to prioritise your long list down to a shortlist, and now you can start to work out, "Which of those ideas can we turn into reality?" Some of them we can probably do very quickly, some of them are medium-term, others are longer-term aspirations. But, what should come out of that is something completely new. Because, you didn't start with, "This is what we do now, how can we make it a bit better?" You started with, "Why do we exist? We don't exist in a vacuum, so for whom does that matter? And what could we do?"Kelly Molson: One of the things that you talked about earlier was about getting the whole team involved, from marketing to operations, to front of house, in that whole customer experience journey. How do you do that from an innovation perspective? What can attractions do to foster a more innovative culture within their organisation so that people feel that they're part of that process, they can input to it? Stephen Spencer: I think one of the exciting things that definitely happened in the last year was that organisations had to become less siloed. Kelly Molson: Definitely.Stephen Spencer: You see lots and lots of organisations for all sorts of reasons, some of it historical over very long periods of years, but others quite new. When we had the cable car, we found that there was a different culture on the north side to the south side. The team members started saying, "Can we work on the south side today?" And when you probed and said, "Why?", "Oh, it's like being on holiday over there, it's lovely." And, part of the reason was because the management team was on the north side, so there was a bit more scrutiny, a bit more structure. And, we were like, "Crikey", that shows how quickly culture forms because that was within three months that happened. Stephen Spencer: So, not being siloed is a really difficult thing. But, because of COVID, so many organisations had to think across all departments, across all of those touchpoints, because they had to plan safe and also viable visitor experiences, visitor journeys. I think it's really important to keep that going. It's really important that departments all work together. The organisation and it surprises people when I say this, that I've worked in that was the least siloed was actually The Royal Collection. I'm very old, so I was lucky enough, one of the perks of age, to be around when Buckingham Palace first opened to the public, so I got to do the shop. We had a single mission at that time, which was to raise £37 million to restore Windsor Castle after the fire of 1992. I realise for many of your listeners it will be a revelation that Windsor burned in 1992 because they probably weren't even born, but look it up in the history books, it happened. And, it was really important that we raised this money, because the Government had tried initially to say the Government would pay, and there'd been a public outcry, and so it was declared that the Royal Household would raise the money itself. And so, opening Buckingham Palace to the public was one of the ways that it did this. Stephen Spencer: What I found was, we worked in an office where it didn't matter which department you were in, curators, curatorial people, marketing, commercial people, we were quite a small team, but we literally worked all cheek by jowl. So, you could pop into the office of the keeper of Queen's pictures and say, "I want to crop this picture to put on a range of stationery. I can't quite decide which bit to crop." In a lot of organisations, I know the curator would say, "You can't crop it. Don't put it on a range of stationery, it's not appropriate." Whereas, in an organisation where you might think that would be the reaction, it would just, "Yeah, I'd take that bit, because that's really fun if you do that. Look at the expression on that woman's face, that will really capture people." They loved helping. Stephen Spencer: Part of the reason was because we had a single objective, "We've got to raise £37 million, everything we do has to be commensurate with who we represent." Sorry, I always get a bit... It was such a powerful mission that we're all on. We didn't have big budgets. I was talking about the Duchess of Devonshire earlier, she was one of our trustees, and back before the current Queen's Gallery, the old Queen's Gallery was a real Heath Robinson affair. The shop was awful, it was a brightly lit Formica unit, harsh, totally unsuitable environment for what we were trying to do. Back in the day it turned over about £400,000 a year, even however bad it was. But, the Duchess kept saying, "This shop is a disgrace. It absolutely is a disgrace. Something needs to be done." We didn't have a big budget, but we had to do something because we had Debo on our case. So, we were given 25 grand, and it was about 1500 square feet of shop, and it needed everything doing, so it wasn't a lot of money.Stephen Spencer: We managed to get an off-cut of a carpet that was being woven as part of the restoration of the castle, which literally an off-cut carpeted the entire space. We borrowed some antique furniture. We found a fantastic designer called George Carter, who can make things look amazing with paint, and just great design, and great lighting. We transformed the shop, and the following year it took one and a half million pounds. The point was, we did not have a big budget. We had to use our ingenuity to find somebody who could do something on a very small budget, relative. We had to really translate what we thought a shop that was attached to Buckingham Palace should look and feel like, so that we could showcase products that people would want to buy. Because, they clearly couldn't get them anywhere else, and because they felt they were almost buying literally a product from the Royal Palace. That's what actually is important, that people are excited, people are emotionally stimulated. Stephen Spencer: On that customer journey, there is... Somebody I really admire called Colin Shaw, who is a bit of a guru of customer experience, and he talks about the peak and the end experience being the two most important for the overall creation of emotion and memory. And, of course, creating the right emotions, the right memories, is so important because so much now is dependent on word-of-mouth, and recommendation, and of course loyalty as well. So, the peak experience, if you go to The Tower of London, visiting the Crown Jewels. Is that a fantastic experience, or is it absolutely awful because you had to queue for an hour and there was no entertainment or cover, and it was raining, and you were shoved through, and everyone was rude to you, it just felt like it was a blur? Or, was that experience facilitated because there was entertainment for the queue, maybe Henry VII's jester was wandering up and down, and when you got inside you were allowed the time to interact with the exhibits, and you came out saying, "Wow, that was incredible"? Obviously, straight into the shop. Stephen Spencer: And then, the end experience, which of course for different attractions might mean different things. It might be the toilets. Really important, Duchess of Devonshire took us into her toilets, the gents toilets at The Orangery Restaurant at Chatsworth, to show us the mint and hand-painted tiles. And, told us, "The toilets are the most important part of the experience", and I've never forgotten that. But, it might be whether somebody says, "Thank you", or wishes you a safe journey, or crouches down to the children's level to talk to the children to find out what they thought of the experience. It's that that sends you off... We always talk about first impressions last, but last impressions are incredibly important. It's like when you have a lovely meal in a restaurant and you build up a rapport with the waiter or the waitress, and at the end, somebody else brings you a bill, and it's like, "Oh". It's like you're having dinner in a friends house and suddenly a complete stranger came to bring you your coats, and you didn't get to say goodbye to your friends. So, it's really powerful, but yet actually really quite simple. Stephen Spencer: Going back to what we started with, you go back to, "Who are my customers? What do they want? What's that emotional journey, as well as that physical journey? How well does it deliver on the brand promise, the value proposition? What are those memories that we're creating, and those emotions?"Kelly Molson: It feels like, from that story that you just shared as well, that the one thread that runs all the way through this, from all of the things that we've covered today, is about everybody in that team having one shared vision. Stephen Spencer: Yes.Kelly Molson: That everybody has that one shared vision. And, that is the core that runs through everything that you do from a customer experience.Stephen Spencer: Yeah. I was incredibly fortunate in my career to go and study at the Disney Institute. The Disney Institute, they don't currently, but they did run programs in the UK, and I know quite a few colleagues who've been on them. They weren't as good, because you weren't at Disney. Going to the Disney Institute is a totally immersive experience. But, the point is, the person in the laundry, the cleaner, it doesn't matter who you talk to, they have the same vision. And, that's how it always was from when Walt was around. They went through a wobble after Walt and then his brother Roy died. There's a really interesting book by Michael Eisner, who now runs Portsmouth Football Club, but he turned Disney around in the 90s about that. It is that idea that everyone has the same vision. Everyone knows and has the same vision of who the customers are. Everyone knows what we should be doing for them.Stephen Spencer: If you follow that up as far as possible with empowering people to do the right thing, which is probably a whole other podcast, that is very powerful too. Because, if people are on the same page they will know what is the right thing, and it's giving people confidence. We recommend teaching people storytelling techniques and communication techniques, as well as just teaching people about service standards. If you teach people that actually this is a skill, and it's a science, and it's an art... Going back to my earliest days in customer experience, we used to talk about French waiters and the fact that they have this immense pride in being a waiter. It's a profession, it's not a job that you just do while you wait for something better to come along. Stephen Spencer: So, if you can convince the people on the front line that they genuinely are as important... I go back to this museum that I was talking about earlier, that's their new approach, is that front of house and back of housework together. Back of house will regularly appear at the front line and talk to visitors. Is one team, because everyone's role is equally important. I don't know many organisations that really, really practice that. A few that might preach it. And, I'm not saying that it's not difficult to do, it's jolly difficult to do. It's jolly difficult, because if you're the leader of the organisation you have other pressures on you that quite often people out in the organisation don't know about or see. But, by the same token, I also learnt that delegation is just the greatest skill to learn, because the more you delegate, if you do it right, the more you empower people, the more you build them up, the more you develop them, the more you allow them to reach their full potential. And then, when the going gets tough, people don't stand back and say, "What are we doing now, Boss? What's your plan?" Everyone just instinctively gets stuck in. As we know, in visitor attractions, you never quite know what's going to happen from day to day. If everyone gets stuck in no matter what, it's more fun, it's definitely more productive, and it's definitely better for the customer. Kelly Molson: I think that's a very good note to end our podcast interview on.Stephen Spencer: I thought so, a little sound bite there.Kelly Molson: I've got one more question for you before you go, where can people find you? If they want to find out more about what you do and what you offer, where's the best place that they can find you?Stephen Spencer: Absolutely. The website is stephenspencerassociates.com. On social media, is Positive Stephen. On LinkedIn, we have a company page, and I'm on there as well. Do have a chat. We may have something specifically that we can offer, our Toolkit we're very excited about, and we'll be rolling that out over the next two to three months to show how it can work in different sectors. As you can tell, I just love talking about this stuff. So, if somebody just wants to have, let's say, a discussion about Line of Duty vs Spooks, then call me.Kelly Molson: Okay. If you want to do that, listeners, we will put all of Stephen's details in the show notes. So, if you missed the website address don't worry, just head to the show notes and they will all be there. Kelly Molson: We always end the podcast by asking if you have a book that you would recommend, so something that you love, or something that's helped shape your career in some way? Whatever you like. Stephen Spencer: Absolutely, I'll show it to you, although the listeners won't be able to see it. It's a book called The Pursuit of Wow! By Tom Peters. I didn't know who Tom Peters was, in 1997 I was very lucky to go on a five-star fam trip to Atlanta to find out about the merchandise mark there, and the facilities for retail buyers. But also, we were shown the very best of Atlanta from Martin Luther King's church, to the Jimmy Carter Library, to CNN, Coca-Cola. We had breakfast with Tom Peters. Stephen Spencer: For those who don't know, Tom Peters wrote the first business bestseller called In Search of Excellence, in 1982, which identified, "What are the traits that make companies successful over the long term?" They're still the traits that we would talk about today. Tom's still going strong. He blew me away with the power of his message and his delivery. It was very much about, We need to get back to, and he still talks about this today, people being the most important raison d'être for any organisation. The little things being the big things, so the details being the really crucial things that make or break experiences, make or break the business. He's passionate about women, as he says, "Women buy all the stuff, they make all the decisions, they're far better leaders than men." He's been saying that for about 30 years.Stephen Spencer: The Pursuit of Wow!, which is a book I went to buy when I'd heard him speak, I was just like, "Wow, I need to know more", is literally about how you can take any experience, however small, whatever size your budget, whatever sector you're in, and you can turn it into a, "Wow!" Experience. In other words, "Why should anyone be excited by this?" How many meetings have we sat in where we've planned things that, quite frankly, we're not excited about, so why should anybody else be excited about it? So, although it was written 20, 25 years ago, it is still my favourite book of Tom's. Stephen Spencer: His brand new book, which is just out, is called Excellence Now: Extreme Humanism, so you can tell he's still talking about the same things, and this is his post-COVID. He's 78 now. I've met him a couple of times, I've interacted with him on social media. And, I said to him, "I can no more believe that you're 78 than I can that Captain Kirk is 90." I got some smiley faces in response. Stephen Spencer: He's basically saying what I'm saying, which is it comes downs to customers interacting with people, and everything else is the luxury that you're afforded by either the fact that you have a site that is already set up, or you have big budgets. But, it will stand or fall on that human interaction. So, that's a message for everyone.Kelly Molson: Absolutely. I very much like the sound of Tom. Stephen Spencer: You'd love him, honestly, he's brilliant. Kelly Molson: I'm going to go and follow him.Stephen Spencer: Yes.Kelly Molson: Listeners, if you are interested in winning a copy of that book, as ever, if you head over to our Twitter account and you retweet this episode announcement with the words, "I want Stephen's book", then you will be in with a chance of winning it. Stephen, thank you so much for coming on today, I think this was an excellent discussion. I'm intrigued as to what the response will be for your unpopular opinion. Kelly Molson: I do hope that people take you up on your offer to have a chat, because I think that there's some really exciting concepts that you talk about there, and I think that they should be at the heart of what attractions are looking to do now they're reopening. So, thanks for coming on and sharing that.Stephen Spencer: An absolute pleasure, Kelly, thank you so much for having me.Kelly Molson: Thanks for listening to Skip the Queue. If you've enjoyed this podcast, please leave us a five-star review, it really helps others find us. And, remember to follow us on Twitter for your chance to win the books that have been mentioned. Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. You can find show notes and transcriptions from this episode and more over on our website, rubbercheese.com/podcast. 

On this week's podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today's illiterate are those who have an inability to make a meaningful connection with others. Technology is not the enemy; using it to eliminate the human experience is How we are all living in the touch screen age Why we have generations that are relationship disadvantaged How all generations have fewer people skills than the previous What the Relationship Economy is Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Relationship Economy Book: https://thedijuliusgroup.com/product/the-relationship-economy/ Link to The Professional Relationship Report Card: https://thedijuliusgroup.com/how-healthy-are-your-professional-relationships/ Link to PWC report on Experience is Everything: https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.  *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only leadership to employees but employees to employees and department to department as well.  You will learn: Interdepartmental teamwork: compassion & empathy Clarify handoffs between departments Understand how your work impacts others Understand your internal customer Improve communication  Day in the life of colleagues Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.  *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at the basics. They also discuss how you can create a simple customer bill of rights that includes the things everyone in your organization should always do or never do when representing your brand.  You will learn: What is the Customer Bill of Rights? How the best customer service companies are brilliant at the basics. Guidelines in creating the Never & Always list. The best Never & Always are going to be the ones you create with your team in a workshop-style format. Examples of Never & Always that you can apply to your organization. Never point, always show them.  Never say no, always focus on what you can do.  Never say, “I don’t know,” always say, “Let me find out.” Never accept fine or okay, always have excellence as the standard.  The two words that are going to boost your business by 12% and increase your perceived value. Examples of Never & Always that are virtual or email-specific. What's common sense to us may not be common sense to our new customer-facing employees. You need to explain to your employees the context around your Never & Always list. The Customer Bill of Rights is the low-hanging fruit that every organization has the opportunity to implement and create. Ways to be creative in developing your own list. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Related article: https://thedijuliusgroup.com/you-want-customer-loyalty-be-brilliant-at-the-basics/  The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how one of the best ways to increase your employees’ service aptitude and empathy for their customers is by creating a day in the life of your customer story and customer avatars. You will learn: There is a more dangerous pandemic happening with no vaccine What a year of social isolation has done to us: it has hardened us and made us less engaging Social media is the tobacco company of today As a result of the loneliness pandemic, the Prime Minister of the UK appointed the world’s first minister for loneliness You can now Rent a Friend & Rent a Family The best brands address our emotional and social needs Why it is so important to create days in the lives of your customer stories How it builds empathy for your customer-facing employees How it increases their service aptitude It makes your employees more present with each and every interaction rather than treating customers as “next” How to create a day in the life of a customer video The importance of creating customer avatars How to create customer avatars Resources mentioned: www.thedijuliusgroup.com www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Chick-fil-A’s Day in the Life of a Customer video  John Robert’s Spa Day in the Life of a Customer video The DiJulius Group’s Day in the Life of a Customer video PDF worksheet for you to Create Your Own Customer Avatar  If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.  *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

“La experiencia del cliente es transversal, si no lo maneja el CEO de la empresa no puede funcionar.” Alejandro Bermeo, Experto en Customer Experience & Co-fundador CX Agency Alejandro Bermeo es experto en customer experience (experiencia del usuario). Su agencia CX da asesorías a las empresas para implementar y mejorar cada proceso que va a generar una experiencia positiva al consumidor. Hablamos acerca de cuál es la diferencia entre el servicio al cliente y el customer experience. La diferencia radica en que la experiencia del consumidor contiene todos los detalles en los que el cliente está involucrado, desde el desarrollo del producto hasta el servicio post-venta. También conversamos acerca de los “mistery shoppers”, estos “clientes” que hacen el proceso de compra y dan feedback para mejorar la experiencia. Hoy en día, gracias a la exposición de redes, las empresas están cada vez más obligadas a realizar una buena estrategia de customer experience. Las empresas ahora deben empezar pensando en cómo retener a los clientes por medio de experiencias. Eso presenta un desafío para las empresas tradicionales que les toca hacer un cambio a su estructura actual. Sin embargo, los clientes no esperan y las empresas que lo hagan rápido y bien serán las que adquieran posicionamiento en la mente de los consumidores. LinkedIn: Alejandro Bermeo CX Agency Instagram: @abermeobucaram Podcast: El Foro INFO FASCINARM FASINARM, fundacion para la educación y formación de personas con discapacidad intelectual y Síndrome de Down, acaba de terminar el año lectivo, logrando brindar educación de calidad en la modalidad virtual siguiendo los ritmos de la educación en linea para personas con discapacidad, lo cual fue todo un desafío a la innovación! Únete a nuestra causa para que más niños, jóvenes y adultos con síndrome de Down y discapacidad intelectual puedan tener acceso a una educación especializada, formación laboral e inclusiva. Contáctanos a info@fasinarm.edu.ec FASCINARM, tiene las inscripciones abiertas para el año lectivo 2021-2022. En estos meses, personal técnico altamente calificado, realiza evaluaciones para determinar cualquier necesidad educativa especial, que pueden ir desde déficit de atención a discapacidades múltiples. Este episodio llega a ustedes gracias a La Sante, Auspiciante oficial de The Network EC: La Santé, Tu Generico Tu Vida. Instagram: lasante_ec

In this episode, Dirk introduces Carsten Ley from OKR Asia. Carsten is from Germany and has been living for over 9 years in Vietnam. Carsten is OKR & Agile Coach & Customer Experience Consultant. Carsten has coached and guided many OKR set-ups and implementation for clients in Asia, Europe and the US. He used to work for the Lazada group as the Vice present for customer experience and was acknowledged as Top 150 Global Customer Experience Leaders in 2020. In this episode, you will learn about how to keep your management and workforce focused on your vision and strategies at the same time, how to enable your teams to have OKR ideas & take actions and what start-ups are missing to master OKRs

Engati is the world's leading multilingual Digital CX platform. It is a one-stop platform for powerful customer engagements. With our intelligent bots, we help you create the smoothest of customer experiences, with minimal coding. And now, we're even helping you answer your customers' most complicated questions in real-time with Engati Live Chat. Website: https://www.engati.com/ Blogs: https://engati.com/blog Check out our CX Library- CX Community page : https://www.engati.com/cx-community CX Content page : https://www.engati.com/cx-content YouTube Interview series: https://www.youtube.com/playlist?list=PL05g56Qg9-goNEUmZlGGPHWfVjQRPpwr4 SoundCloud Interview series: https://soundcloud.com/user-670584022/tracks Spotify Interview series: https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg Anastasia Vladychynska, Customer Experience Consultant at Vladychynska Consulting tells us what role does digital technology play in enhancing the customer experience and to what degree can we attempt to substitute the human consumer experience for a digital one. She also tells us what are the goals needed for improving customer experience to sustain long-term loyalty. Follow us on- Facebook: https://www.facebook.com/getengati LinkedIn: https://www.linkedin.com/company/engati/ Twitter: https://twitter.com/getengati Instagram: https://www.instagram.com/getengati/ Talk to us: contact@engati.com   https://www.engati.com/partner https://www.engati.com/glossary Check out the 200 CX Thought Leaders to follow for 2021 - http://s.engati.com/2z9 #EngatiCX #CX #AI

https://www.engati.com/ Engati is the world's leading no-code, multi-lingual chatbot platform. https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg Blog link: https://engati.com/blog | Subscribe now. Check out CX Community page - https://www.engati.com/cx-community And CX Content page - https://www.engati.com/cx-content Rui Santos, Speaker, Professor, and Customer Experience Consultant, talks about the use of conversational commerce tools like chatbots to enhance the shopping experience. He tells us about the hidden challenges when transitioning from operating in silos to omnichannel customer service and shares some tips for building an omni-channel service strategy. Follow us on Facebook: http://s.engati.com/157 LinkedIn: http://s.engati.com/158 Twitter: http://s.engati.com/156 Instagram: https://www.instagram.com/getengati/ https://www.engati.com/webinars https://www.engati.com/glossary/agent-interface https://www.engati.com/glossary/agent-interface #EngatiCX #digital #CX #customers #omnichannel #conversationalcommerece #chatbots

About Zuzana Dobro : Zuzana Dobro, founder of The WHO Method. Zuzana is a former communist kid who left the Eastern Bloc with £200 in her pocket to pursue her passion for design. Working across the creative industry in London, her last full-time job was for a big corporation where she realized this was not her path, so she quit to travel 2yrs solo around the world.  Exploring the world was a heart-opening experience, leading her to a calling and an entrepreneurship journey. Zuzana helps entrepreneurs and small business owners gain clarity and reach alignment with their dream customer.Zuzana Dobro is the Leader in Design Thinking Workshops like Design Sprint 2.0, which is a speed-based design method that validates your product idea fast, further informing your go to market, marketing, and category design strategy.As an Innovation Facilitator and Customer Experience Consultant, she is delivering Workshops, and Ideation Session, helping companies and individuals to Creatively Problem-Solve and Consistently Innovate in this fast-paced disruption world.Make sure to grab the free ebook from Zuzana to learn  how to market research and know your customer by her 360 degree person discovery method  : https://thewhomethod.com/twm-360-1Connect with Zuzana at www.zuzanadobro.comwww.thewhomethod.comhttps://www.linkedin.com/in/zuzanadobro/https://www.facebook.com/zuzanadobrolivehttps://www.instagram.com/zuzanadobro/Please send me your feedback, any topics you would like me to cover, any concerns and questions at showupwithpriyanka@gmail.comYou can follow me atFacebook PageInstagramLinkedinAs a certified Director of Operations and Business Growth Strategist with 12 years corporate experience as a Senior Engineer,  I help impact driven entrepreneurs  to scale  by simplifying, streamlining and systemizing their business to increase revenue and eliminate the chaos. For any Operations need for your business , connect with me at http://scaleupwithpriyanka.com/If you are looking into launching your own podcast - check out this course which I went through to launch my podcast in 28 days to Top 60 rated show on Itunes 'Entrepreneurship category'. This is my affiliate link to sign up for the podcast course :  https://aff.podcastprofitlab.co/17187/60011

Our Guest Andrew Rolf, Founder of Cursive Consulting and Customer Experience Consultant at Ascential, talks about his passion for troubleshooting for big organizations, he shares his wins, failures and juicy takeaways that shape most of his work today.  

Anita Ohakim is a Lawyer, Customer Experience Consultant and a Personal Finance & Lifestyle blogger. Anita has an LL.M in International Economic Law from the University of Warwick. Since moving back from the UK, she has also worked on offering transformation initiatives to companies in the Customer Service sector. Anita most recently ventured into the financial literacy space to teach and document her journey towards early retirement and financial freedom.--- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Our Customer Experience Benchamarking report is now available on our website hello.global.ntt. The report delves into how to create an effortless experience for your customers. For part one of our CX series, we speak to Rob Allman, SVP of Customer Experience at NTT Ltd., and Ruth O'Brien, Customer Experience Consultant at NTT Ltd. to talk about why your strategy is key to achieving success. Press play...

In Episode 3 of Season 2 Matt is joined by Slido's VP of Customer Success, Jo Massie and Jerry Angrave, Customer Experience Consultant and Coach plus founder of Empathyce to discuss the convergence (or not) of Customer Experience and Customer Success. Are they different? Are they different sides of the same coin? Let's hear from the experts. If you want to share your opinion after listening, please tweet me @MattMyszkowski using the #CustomerSuccessMatters

On Episode 14, I chose to flip the script a bit. In this episode I am interviewed, in a long form podcast, by my colleague, Khalil Somani. Khalil is a Customer Experience Consultant and frequent listener who has been collecting and documenting timely and powerful questions along the way. We had the idea of turning his compelling questions into an opportunity to live those question and share the wisdom. Hope you enjoy the discussion.

My guest today is Blake Morgan, a Customer Experience Consultant and author of More is More. Blake teaches brands to create “Knock Your Socks Off” customer experiences. Join us as we learn the best ways to improve your customer’s experience with your brand and how you can provide more value in your marketing. *** Tap on this link to access show notes+transcripts, join our private community of mavericks, or sign up to the newsletter: EveryoneHatesMarketers.com/links

Stephen talks to Louie Gravance -- former Disney Institute Professor, Comedian, and Customer Experience Consultant -- about creating the happiest workplace on earth, involving all employees in the customer experience, the importance of storytelling, and what you can learn from making pizzas.

Jay Baer, NY Times Best Selling Author as well as Marketing and Customer Experience Consultant, joins Entrepreneur Hour to talk about modern customer support and how most companies are getting it all wrong. Show Sponsor: Onnit Resources: Feedback for Ultimate Startup Checklist Hug Your Haters: By Jay Baer Keep Your Customer Course  

  Thanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members.       What’s the Future of Customer Experience?     Before sharing the insights gathered from the customer experience leaders at the CXPA Insight Exchange, Jeannie challenged Adam with the same questions.     What is the future of customer experience? And why, after so many years of discussing customer experience as a priority, are so many organizations still getting it so wrong?     Will we have a better understanding of omnichannel? Will we figure out the right way to incentivize the right behavior? These are some of the questions Adam and Jeannie discuss.     Discussion begins at 1:25.     Insights from Customer Experience Leaders     While at the Customer Experience Professionals Association Insight Exchange, Jeannie asked several business leaders about their thoughts for the future of customer experience and the ways we’re still not getting it.     Listen in for some unique perspectives from several leaders, including:     ·      Lesley Lykins, Director of Member Engagement with the CXPA   “It’s hard. I think it’s challenging. It takes passionate people. Not everyone is going to have that passion when they come into a company.” “Everybody knows it’s the right thing to do.”   ·      Mohamed Latib, CCO at PeriscopeIQ   “Start building a fabric with all the different threads…”   ·      Parrish Arturi, Senior Vice President for Integrated Service, Fidelity Investments   “There’s a difference between aspiration and making it happen…”   ·      Tabitha Dunn, Vice President of Customer Experience, Concur, an SAP Company   “It’s all about change, change, and more change!”   ·      Bruce Temkin, Managing Partner & Customer Experience Transformist, The Temkin Group   “The future is bright!”   ·      Barbie Fink, Principal Customer Experience Transformation Leader   “What is it customers are going to need next?”   “Humans are completely complex!”   ·      Jennifer Maldonado, Senior Business Analyst, Activision   “You can never overcommunicate.”   ·      Michelle Morris-Freet, Associate Director of Client Experience, Crowe Howath   “I see a big boom in tying client feedback with business intelligence.”   ·      Kim Proctor, Customer Experience Consultant   “We are still living in a very old business model.”     Discussion begins at 5:11.       Thank you to all of the pros who shared these valuable insights with me at the CXPA Insight Exchange!           Sponsor: CXPA The Customer Experience Professionals Association (CXPA) is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. CXPA brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline.       Individuals, their companies and other organizations are welcome to join and participate.       Sponsor: Be Your Customer’s Hero Adam’s new book, Be Your Customer’s Hero, Real-World Tips and Techniques for the Service Frontlines, is available now! This is a one-stop training guide for anyone who works with customers.       How to Sponsor   www.crackthecustomercode.com/sponsor           Take care of yourself and take care of your customers.     Learn more about your ad choices. Visit megaphone.fm/adchoices