Podcasts about customer experience leaders

Can a focus on customer experience really drive business success? On this episode, Steve Martocci, the visionary behind SUPCO and Splice, shares why he believes prioritizing user needs leads to groundbreaking innovations and a loyal customer base. Plus, he describes the process to capture attention, build interest, and drive action by truly understanding your users.Tune in to learn:(0:00) Intro(1:37) Customer Experience as a Competitive Differentiator(3:01) Building Products for Yourself(6:35) Balancing User Experience for Different Segments(8:09) Inspiring New Users Through Experts(9:57) Creating a Diverse Set of Opinions(11:45) Navigating Customer Feedback and Intuition(13:08) Learning from User Feedback(14:50) Prioritizing Features Based on User Needs(16:22) The Importance of Team Collaboration(18:34) Building and Leading Teams(21:04) Creating an Environment for Innovation(25:31) Maintaining Customer Connection as You Grow(41:41) Building Trust with Customers(45:29) Recent Impressive Brand Experiences(49:35) Advice for Customer Experience Leaders  –Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success.Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship between successful client management and strategic delegation, emphasizing the significance of empathetic and intelligent client interactions.Tune in to discover Athena's transformative strategies in client service and delegation.If you enjoyed this episode, please rate us on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction and Focus on Customer Experience (CX)(01:20) Chris's Journey to CX and Athena's Philosophy(03:37) Athena's Approach to Matching Executives and EAs(06:56) Empowering and Nurturing Executive Assistants at Athena(09:13) Onboarding Clients and the Art of Delegation(11:11) Adapting Hero's Journey in Customer Onboarding(16:47) Client Engagement and Tracking Happiness(20:45) Client-Centric Strategies and Using AI(24:31) Teaching Clients Effective Delegation(28:00) EA's Impact on Clients' Lives and Athena's Culture(30:05) Approach to Unengaged or Unhappy Clients(32:24) Tracking Client Engagement and Happiness with AI(39:00) Chris's Personal Experience with Exceptional Customer Service(41:57) Final Thoughts and Advice for Customer Experience Leaders

Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success.In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi. Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. Elizabeth shares her journey in leading transformative customer experiences, offering valuable insights into the intersection of technology, empathy, and client engagement.Tune in to explore how Simpli.fi is shaping the future of advertising with its customer-centric approach.If you enjoyed this episode, please rate us on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction to the Episode(01:11) Elizabeth Maughon's Role at Simpli.fi(02:55) Customer Approach at Simpli.fi(04:13) Implementing Servant Leadership(07:34) Nurturing Empathy in Organizations(08:09) Balancing Empathy and KPIs(11:00) Developing Strong Client Relationships(13:42) Internal Culture Impacting Client Communication(16:36) Setting Guardrails for Success(20:40) Diverse Client Support Strategies(23:47) Understanding Client Needs(26:44) Importance of Documentation and Tools(28:41) Auditing Processes for Efficiency(31:50) Harnessing AI in Simpli.fi(37:01) Exploring AI Tools(39:13) Key Factors in Effective Customer Experience(41:24) Advice for Customer Experience Leaders

Discover how technology is transforming the field of mental health and crisis response.In this episode, host Lauren Wood talks with Grant Riewe, CTO of Vibrant Emotional Health. Grant shares his journey in innovating mental health services, particularly the 988 suicide crisis lifeline, demonstrating how technology can be a powerful tool in providing life-saving support.Learn about the challenges and successes in integrating technology into mental health services. Grant delves into the development of new platforms, the expansion of service offerings, and the importance of human connection in crisis management.Tune in for an enlightening conversation on the intersection of technology and mental health with one of the leading experts in the field.If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction and Guest Introduction(01:07) Grant Riewe on Vibrant Emotional Health's Mission(03:07) The Strategic Vision of 988 Lifeline(06:20) Scaling Operations and Service Expansion(09:17) Addressing Increased Demand for Mental Health Services(11:33) Technology Stack and Service Adaptation(14:34) Personalization in Crisis Response(17:32) Measuring Success and Impact(21:43) Proactive Steps in Suicide Prevention(23:30) Role of AI in Mental Health Services(27:03) Innovation and Culture in Vibrant Emotional Health(30:12) Grant's Advice for Customer Experience Leaders

Dr. Michelli outlines 5 commonalities of "best-in-class" customer experience (CX) and encourages you to compare yourself against them. 

In this episode of “The CX Tipping Point Podcast,” Martha Dorris spoke with leaders of High Impact Service Providers and customer experience within their agencies.  The included:Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veterans Affairs (VA)Niki French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland Security (DHS)Simchah Suveyke-Bogin, Chief Customer Experience Officer, US Department of Agriculture (USDA) Ken Corbin, Chief Taxpayer Experience Officer and Commissioner for Wage and Investment , Internal Revenue Service (IRS), Department of the TreasuryKimberly Baldwin-Sparks, Chief Business Officer, Social Security AdministrationBianca Fitzpatrick, Deputy Chief, Digital Services Division, US Citizenship and Immigration Service (USCIS), DHSLaShonda Hodge, Customer Experience (CX) Lead, IT Modernization Centers of Excellence, General Services Administration (GSA) In this podcast, learn how the Government's Customer Experience (GovCX) Framework is interconnected and complementary.  The GovCX Framework includes the:President's Management AgendaExecutive Order 14058, Transforming Federal Customer Experience and Improving Service Delivery to Rebuild Trust in Government signed on December 13, 2021Section 280 of OMB Circular A-11, Managing Customer Experience and Improving Service Delivery and 21st Century Integrated Digital Experience Act (IDEA), passed in December 2018How has the GovCX Framework accelerated the focus on transforming government services that put people at the center and delivering digital first but not digital only services to all? The agencies represented on this episode of the podcast serve hundreds of millions of people across the country and around the world. These include serving veterans, their families, caregivers and survivors; taxpayers, small and large businesses; beneficiaries of social security; farmers, ranchers and producers; families, immigrants; the traveling public; and more.  Every HISP is at a different level of maturity in their CX journey. Learn from these CX leaders across the government about: How the GovCX Framework has enabled or will enable them to transform government services.Themes that run across the GovCX Framework and how they are enabling improvements, including:How human-centered design and voice of the customer programs have created aha moments that matter to their customersExamples of successes/improvements they have made to meet the needs of underserved communitiesExamples of agency partnerships to provide services to the public during key life events (e.g., navigating from active military to civilian life, surviving a disaster and successfully providing economic impact payments (EIPs)).  How will the government address Priority Life Events in the future?The importance of addressing employee experience as we move towards the workplace of the future.

“People are starting to get back to normal in some places, which means that habits are starting to change ” @jadesai94 #DTCPOD‘We're going to be expanding into customer experience leaders, product builders and more” @jadesai94 #DTCPOD“We're so excited to share with you more stories of not only agency owners giving some great advice, but also brand vendors, marketers, customer experience leaders and more.” @jadesai94 #DTCPODWe Speak About:[00:36] Changes in consumer habits   [01:23] Previous guests on the DTC pod[02:05] Exciting news and what's next for the DTC podWe're celebrating half a year on the DTC POD by discussing some exciting new ideas to come!As retail begins to open back up and things start getting back to normal, consumer habits continue to change and evolve and we plan on providing insight to that experience.Jay discusses previous guests on the POD who persevered through COVID-19 as agency owners, brand founders and marketers. Stay tuned as Jay discusses new things to come for the DTC POD and an outline of what to expect for the second half of the year!If you'd like to learn more about Trend and our influencer marketing platform for influencers and brands visit trend.io. You can also follow us for tips on growing your following and running successful campaigns on Instagram and LinkedIn.

A few special announcements for Customer Experience Leaders in 2020.   Resources mentioned:  Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)

Running a podcast is a long-term commitment. It also takes hard work and patience to know the right strategies that are necessary for its success. There are also times wherein you will need the help of an expert in the field of podcasting. In this episode, Adam Jaffrey is back with us to share his knowledge about saving a stalling podcast. He talks about different strategies for those who are not growing their audience as much as they like and not generating revenue with their podcast. Check out the show notes and listen to the podcast for a valuable perspective on the business of podcasting! About Our Guest: Adam Jaffrey is the Strategy Director of Wavelength Creative. Based in Melbourne, Wavelength Creative helps brands develop high-quality podcasts from the ground up. Adam hosts two podcasts, Customer Experience Leaders and MATE: Marketing, Advertising, Technology, and Entrepreneurship. Adam has also helped numerous clients as a digital marketing consultant. Saving a Stalling Podcast Definition of a Stalling Podcast A stalling podcast is a show that is unable to connect well with the listeners, or the number of downloads is declining. Podfading happens when a show stops producing content. It is important to note that each episode is different, so have different targets for each one. For example, a podcast about neurosurgeons in Melbourne and a podcast about ice cream must have different goals. Analyzing Your Show Knowing your brand can take up to six months. It takes time to build your skills and your audience. Every show is different. It heavily depends on how you market the show. If you release an episode every week, there is a spike of listeners for the day of release, and for the next few days, there will be a decline. Strategies for Improvement Your release dates must be predictable. You must be consistent with growing your audience. Research and reflect on your content, consistency, quality, and how you present your content. Analyze your audience’s listening behavior. Think of a generating title because that is what potential listeners see first. Use active language and questions. Don’t let the excitement subside. Package your show flawlessly, and that means having a good introduction, background music, and making sure your instrument is in the right condition. Change your content or marketing strategies. Importance of the First Minute Talk about what you promised in your title. There are 750,000 podcasts on Apple, and you need to stand out. Edit your show and leave only the necessary information. Note that every second is valuable; thus, you must respect the audience’s time. Seek External Advice You may not notice your errors since you are heavily invested in your podcast. Get opinions from other people, preferably those who are expert in marketing or content production. They can help you know the right strategy. Connect with Adam and learn more about Wavelength Create through their website. You can also interact with him through Twitter. For connections, you may visit his LinkedIn profile. Learn more about Charley Valher and Valher Media Visit Charley’s The Parenting Co website.See omnystudio.com/listener for privacy information.

Michael Momsen is the Founder and CEO of RateIt. RateIt is on a mission to end survey hell, and is the most delightful way to collect feedback from your customers. Michael is also the co-host of Customer Experience Leaders. In this very special episode, Michael explains how to capture more useful feedback from your customers and how to use that to create amazing experiences. Michael also shares his top lessons from over 30 episodes of Customer Experience Leaders. And … we go behind the scenes of how we make this podcast.   Resources mentioned: Principles (book), by Ray Dalio. How To Win Friends And Influence People (book), by Dale Carnegie. The Lean Startup (book), by Eric Ries. RateIt (website) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 47:29): Remember to build experiences for all consumers. Take action on any feedback. Close the loop by telling customers what you did about feedback. All businesses are about people. Don't be afraid to be truly purpose driven.

Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and advice on how to implement a successful CX strategy within your own organisation.   Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss.

To help position himself as a leader in the field of customer experience, RateIt’s CEO Michael Momsen teams up with Wavelength Creative’s Adam Jaffrey to produce Customer Experience Leaders, a fortnightly podcast to unpack the best practices in customer service. Michael says podcasting is like what Instagram was when in the beginning - if you jump in now, you can build your influence in the burgeoning medium. Podcasting over time, he says, is a particularly useful tool to grow a loyal tribe of listeners; and it allows you to connect with influencers in your market. Presented by Nick Schildberger and Chris Ashmore. RateIt rateitapp.com  Customer Experience Leaders podcast https://itunes.apple.com/au/podcast/id1289289138?mt=2&ls=1    Podcasting Essentials is produced by: SoundCartel soundcartel.com.au +61 3 9882 8333

We reveal the secrets of how great brands delight their customers. We speak to the CX Leaders behind brands like Pandora, Disney, Uber, SumoSalad, Country Road, Microsoft and many more! Delighting customers shouldn't be complicated, so we're on a mission to bring you jargon-free practical takeaways to help you build great customer experiences. Customer Experience Leaders launches in October 2017.

How can I innovate more successfully? According to Harvard Professor Dr Srini Pillay, "Humans have a natural aversion to innovation because it involves a healthy dose of uncertainty and risk." Unfortunately, we try to reduce this risk by referencing past events to help us to predict the probability of our future success. This is why the customer is the answer! It is only by getting closer to our customers and remaining curious, that we have any chance of increasing our success in satisfying them. Therefore, it makes sense that we involve our customers in helping us innovate. Not as a judge of concepts; we know that consumers don't know what they want, at least not until they see it. However, they do know what their pains are; what is wrong with a product or service and what they would rather have. Another article in the HBR from McKinsey concludes it takes many skills and cultural changes for most organisations to become more innovative: Where do I find out what issues my brand has? The health of your brand and a good estimate of at least its short-term future comes from your work with customers. From brand image and equity to co-creation and observation, your answer is always the customer. There is an additional bonus in following your brand image and that is that it acts as an early-warning signal. This is because it almost always starts to decline before your sales do! We tend to continue with the same products and services until something important happens. Important in the eye of the customer that is. It may be a new brand introduction, a price promotion, bad publicity or negative comments on social media. If these are important enough to customers then they may decide to change brands. And if this impacts a lot of customers, the sales decline can be fast and significant. Better therefore to follow your image as well as comments on social media. Social media platforms can provide a wealth of information about your brand. Pew Research ran a useful analysis in their Social Media Update 2016 of the demographic similarities and differences of channels in the US. Another good source is from Smart Insights. Their "Global social media research summary 2017" which combines information from numerous sources and provides a global perspective. Observation and listening in person can provide extra benefits that social media can't. The two information sources are thus complementary. How can I grow my brand more profitably? As you know there are basically only three ways to grow your business: get more customers to buy, to buy more, or to buy more frequently You will see that all three ways involve the customer. A better way to grow more profitably is to understand the value that you offer to your customers. Whether your price is too high or too low, you're leaving money on the table and could be more profitable. Why is market research not enough to understand my customers? There are so many reasons why running market research is insufficient to really know and understand your customers and your business. I don't know where to start. Now don't get me wrong; I'm a big fan of market research. BUT done by experts. The biggest issue is that understanding takes more information than any single market research project can provide. Yes, it may deliver certain answers to a finite number of questions, but to understand your customer you need to get intimate. Why are customers the answer? Here are a few statistics to convince you - and your bosses - of their importance: • Customer centric organisations are 60% more profitable. (Source) • The average revenue growth of Customer Experience Leaders is 14% points higher than that of the laggards. (Source) • 64% of people think that customer experience is more important than price in their choice of brand. (Source) I don't think anyone can read those numbers and not be excited by the potential for growth. So what are you waiting for?

Here at C3Centricity, we have been measuring marketing priorities with our blog followers for several years. So here are this year's top marketing needs. Insight Development Insight development has moved from fourth position last year to first place this year. Even though we’ve been talking about it for decades most marketers are still struggling to find insights in their information. Insight development takes time & far more information than just market research. Major CPG companies spend weeks or months with a team of experts from different specialities including psychology. Don't leave it to just marketers and marketer researchers to work out. Understanding the Category and its Users These are the foundations of marketing, so it may come as a surprise to you to see them in the top five priorities for this year. Not to me. Our customers are changing dramatically, as we ourselves are too. Regularly update your brand personas & follow the changes in your customers as closely as you can. Also, don't forget that your competitors may also be changing and new ones are emerging as a result of these trends: • From ownership to sharing / rental • From service to data • From curing illness to prevention and wellness Therefore it is vital to understand what business you are in today & how your industry is likely to change in the future. Whether changes will happen because of consumer preferences or technical innovation, the time to prepare is now. How to be More Customer Centric Almost everyone understands the importance of customer centricity today and most companies have it as an objective. Why not decide now that this will be the year you put your customers at the heart of everything you do? Every time you take a decision ask yourself this killer question: "What would our customers think of the decision we've just taken If you need to convince management or your boss about the importance of customer centricity, here are a few statistics: • Customer centric organisations are 60% more profitable • The average revenue growth of Customer Experience Leaders is 14% points higher than that of laggards • 64% of people think that customer experience is more important than price in their choice of brand Increasing my Impact on the Business I love this priority because I believe we all dream of having more impact in our organisations. In particular, marketing and market research professionals feel the most pressure. The average tenure of a CMO in leading U.S. CPG companies has dropped from 48 months to just 44 months. In comparison, market researchers often complain that they have too few opportunities to get promoted. As a result, businesses often have relatively inexperienced professionals in the department as more senior personnel move into marketing or sales. The majority of MR departments also still report into the CMO, despite having a larger role to play in this information-rich age. Millward Brown Vermeer's Insight2020 research clearly demonstrated that over performing organisations had insights and analytics managers leading the business in customer centricity. This is a huge opportunity for the market research and insights professionals to finally get the business impact they crave. Innovation and Business Growth Despite the continued abysmal success rates of new product launches in many industries, companies continue to regularly launch them. They hope that their next initiative will be the one. According to HBR "Less than 3% of new consumer packaged goods exceed first-year sales of $50 million—considered the benchmark of a highly successful launch." I suppose that is why innovation and business growth remain top marketing priorities. After all, they are intimately connected. Business growth and the success of innovation rely heavily on the previous priorities of category and user understanding and insight development. You are unlikely to succeed with new product development if you don't have these basics primed.

Media is a business vertical that is beginning to engage Customer Experience Leaders.  The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert Bridge is the Chief Customer Officer of Telegraph Media Company.  A role which he came to after many years building up to this role from digital roles across multiple industries, including Yahoo. We discussed the importance of clarifying what the role means and how Robert was a part of defining his role and responsibilities and how his role got expanded as part of the interviewing process. Robert, like many emerging CCO’s runs many parts of the customer experience, in addition to leading business transformation efforts

Are you pursuing a customer experience leadership role? Maybe you’ve found yourself defaulted to a customer-focused role within your organization… Now what? Adam and Jeannie share expert advice for emerging leaders in the field. What do emerging customer experience leaders need to know? Adam and Jeannie discuss how they came into their customer experience and customer service leadership roles. Did they dream of becoming experts in these fields in their youths? We’re guessing this was not your first choice of career paths but have found yourself fascinated and excited by the idea.  Or maybe you’ve been plopped into these roles by the organization you work for. How can you really OWN it like Adam and Jeannie, or like many of our guests? Customer experience education is often a mere day in the very long journey of business training. Today’s customers need more from you. Typically, customer experience leaders emerge from diverse and surprising academic and professional backgrounds. There are very limited ways to get certificates and degrees with a focus on customer experience, but Adam and Jeannie know the best ways to move forward. Listen in for tips on how to lay the groundwork for a career in creating outstanding customer experiences. Related Content Huffington post article, Ernst & Young Removes Degree Classification From Entry Criteria   Customers That Stick® post, Customer Experience: At the Edge of a New Discipline 360Connext® post, Challenging Your Focus on Customers CXPA resource, Become a Certified Customer Experience Professional Episode #010: Customer Experience Titles, Ingrid Lindberg, and Steamboat Springs Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

  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