Podcasts about customer management

In today's episode, Cameron Pechia is back to talk about succeeding in freight sales and building a customer base from scratch! Cam shares the reality of starting at zero, long hours, side hustles, and the grit it takes to keep pushing forward, why most sales reps fail, from lack of niche focus to missing systems, and how dialing in daily prospecting, clear business plans, and CRM tools can change the game. We also hit on the size of the freight market, the power of niche and regional focus, and why building authority with prospects matters more than chasing everyone.  This episode is packed with strategies for freight brokers, carriers, and sales reps who want to stop winging it and start building sustainable, long-term success in the transportation industry!   About Cameron Pechia Cameron is the founder of Valley Trucking Insurance, a leading Trucking Insurance Agency based in Spokane, Washington. With a deep passion for the trucking industry and a commitment to excellence, Cameron has become a trusted figure in the field. Cameron also is the host of Get A Load Of This Trucking Podcast and brings a ton of value to the Trucking Industry. Cameron is also a dedicated husband and father to his two beautiful girls…His daughters are his “WHY” and what makes him get up in the morning and try to win each and every day.  At Valley Trucking Insurance, Cameron oversees the provision of specialized insurance solutions tailored to the unique needs of trucking companies. The agency serves a diverse clientele, including local trucking companies, long-haul trucking companies, aggregate haulers, tow truck companies, hot shots, freight brokers, and other related risks. Cameron ensures that clients receive the highest level of customer service and comprehensive coverage through the agency's proven process known as the "VTI Difference." Under Cameron's leadership, Valley Trucking Insurance has achieved significant growth and expansion across the county. The agency has built strong partnerships with renowned insurance providers such as Great West Casualty Company, Lancer Insurance Company, Progressive Insurance, Berkshire, and Canal. Additionally, Cameron also focuses on placing fleet-sized trucking companies into captive insurance programs, enhancing their risk management and financial stability. Looking ahead, Cameron is focused on an ambitious goal of expanding the agency's reach by looking to help over 10,000 Trucking Companies and Freight Brokerage operations within the next seven years. Adhering to the principles outlined in the book Traction by Geno Wickman, he is dedicated to creating world-class onboarding and customer service experience for his trucking clients. This initiative aims to foster a culture of excellence and continuous improvement, ensuring Valley Trucking Insurance remains at the forefront of the industry.   Connect with Cameron Website: https://www.valleytruckinginsurance.com/  LinkedIn: https://www.linkedin.com/in/cameron-pechia-49903072/  Email: Cameron@alllinesinsure.com  

The 90s are calling, and they want their phrase back. Total cost of ownership? That's old news. Today, it's all about the total benefit of ownership. Customers don't buy because of cost. They buy because of the benefits.  Join Mark as he challenges the status quo and explores how to truly unlock the value of your offerings by aligning with what your customer actually values. Mark will break down how to translate product features into tangible customer benefits, measured in dollars and cents, to reveal the hidden potential for long-term value and profitability. Many salespeople miss out on crucial insights by skirting around tough questions. Fear not, Mark is here to guide you through the art of asking the right questions at the right time. He'll address the hesitancy that holds many back and emphasize the importance of understanding how your product or service fits into the bigger picture of your client's business. Learn how considering the downstream effects on customers and their clients can not only foster meaningful relationships but also ensure substantial progress through your sales pipeline. 

Lightning Round: Top 10 Ways to Fill a Dry Pipeline Question: Mike from San Diego asks, “I am the CRO of a large DME company and we have been experiencing strong growth—organic and through acquisitions. And experiencing all that comes with that: disorganization, constant shifts in strategy and structure and I am really worried we have lost our focus on keeping customers. We have no problems getting new customers, but I am really worried about our retention rate. How do I get my team to focus on both? and should I? Love the show by the way - make my entire team listen to it.” Book: How to Get a Meeting with Anyone by Stu Heinecke  

Lightning Round: Top 10 Ways to Fill a Dry Pipeline Question: Mike from San Diego asks, “I am the CRO of a large DME company and we have been experiencing strong growth—organic and through acquisitions. And experiencing all that comes with that: disorganization, constant shifts in strategy and structure and I am really worried we have lost our focus on keeping customers. We have no problems getting new customers, but I am really worried about our retention rate. How do I get my team to focus on both? and should I? Love the show by the way - make my entire team listen to it.” Book: How to Get a Meeting with Anyone by Stu Heinecke  

ESB Networks is proud to announce Oatlands College, Stillorgan, Dublin as the winners of its first ever Weather Watch Schools Programme aimed at educating young people about the impact weather has on electricity generation from wind and solar energy and encouraging energy awareness conversations beyond the classroom. The first-year classes standout entry creatively displayed their increased understanding of the link between weather patterns and renewable energy generation. St. Pauls Secondary School, Greenhills, Dublin and Ramsgrange, New Ross, Wexford were named as runners up. Launched in 2025, the ESB Networks Weather Watch Programme aims to support Junior Cycle and Transition Year students in exploring the link between weather and renewable energy. More than 8,000 students across 90 schools nationwide took part, each receiving a free weather station and gaining access to a suite of learning resources via the programme's dedicated website. These included lesson plans and activity sheets all designed to foster interactive learning. By integrating weather data tracking into classroom activities and encouraging students to examine the relationship between weather and electricity generation, the programme promoted energy awareness both inside and beyond the classroom, bringing the messaging from the ESB Networks campaign "Is This a Good Time?" to a wider audience. Weather Watch has helped bring this campaign into the classroom, linking energy use behaviour with real-time weather patterns observed by students. Speaking about the impact of the programme, Brónagh Sweeney, a teacher from the winning school Oatlands College, said: "This initiative gave students the opportunity to engage with real-world energy challenges. They are not only learning about sustainability - they are actively thinking about their own role in how energy is used." Participating schools played a key role in embedding the programme into everyday learning. Teachers praised the educational benefits of using the weather stations, which enabled students to see the science of renewable energy in action, analyse real-time data, and link it to broader national conversations about energy use and sustainability. Lindsay Sharpe, Strategy and Customer Management, ESB Networks said: "The Weather Watch Programme has exceeded our expectations in building a national network of informed, engaged, and proactive young energy ambassadors. It demonstrates the power of education in driving real change and inspiring the next generation to support Ireland's journey to a cleaner energy future." As Ireland continues to prioritise sustainability and reduce reliance on fossil fuels, the lessons learned through the Weather Watch Programme will help equip young people to play a vital role in shaping a more energy-aware society. The next instalment of the programme will launch in the upcoming school term, expanding to even more secondary schools across Ireland. For future updates visit www.esbnetworksweatherwatch.ie. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follow us on Twitter, LinkedIn, Facebook, Instagram, TikTok and Snapchat.

In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships.Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resourcesGet on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revupChapters:00:00 Building Lasting Customer Relationships02:15 Customer Management in CS05:34 Myths in Customer Success10:10 Principles of Strategic Relationships15:44 Consistency Over Intensity19:34 The Human Element in Customer Success22:18 Actionable TakeawaysConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

Send us a textJames, Theo, and Nic talk about what it's really like to run a car sales business. From a big mistake at an auction to hiring the right staff and using social media to boost sales, they share honest tips and lessons about growing a business the smart way.Check out Nic's Socials below his Instagram is well worth a lookwww.instagram.com/pride_and_performance/www.prideandperformance.co.uk/---------------------------------------------------------------------------------APPLY TO BE ON THE PODCAST: https://shiftingmetal.co.uk/be-on-the-podcast---------------------------------------------------------------------------------Theo Cook: https://www.youtube.com/@tedtorquesJames Alford: https://www.facebook.com/Platinumcarcentre----------------------------------------------------------------------------------Found it useful or interesting? You can now show your support and buy us a coffee

Today, we're live with SPI Logistics' Cristine Sills, Navneet Johal, and Shivrani Narayan, who are talking about claims handling, professionalism, fraud prevention, and carrier verification! Guests discuss how the SPI team manages complex claim issues to prevent escalation and safeguard agents from costly errors and potential disputes, uphold SPI's reputation, counter identity theft, and update their due diligence process!   About Cristine Sills, Navneet Johal, and Shivrani Narayan Manager of Client Services, Cristine Sills has been employed at SPI Logistics since January 2003. Cristine started her journey with SPI as an Accounts Receivable Supervisor.  Throughout her tenure, she has acquired diverse skills by cross-training in Accounts Payable, Accounts Receivable, and the Client Care Services department. This comprehensive knowledge has provided her with a unique vantage point on the company's operations, enabling her to contribute to the creation and development of a more integrated learning experience for the employees and independent business owners.  Manager of People and Culture, Navneet Johal has been a part of SPI Logistics since June 2023. In her role, she works collaboratively with her colleagues to ensure the highest level of service delivery to our esteemed agents. Her responsibilities encompass various aspects, including facilitating the smooth integration of new agent offices and their sub-reps, as well as configuring roles within the Salesforce Platform.  Operations Manager, Shivrani Narayan has been a part of SPI Logistics since July 2020. In her role, Shivrani is responsible for providing comprehensive training and support to our agents, particularly in utilizing our internal TMS system and addressing claims and insurance-related inquiries. With her expertise in claims management, Shivrani offers invaluable guidance on carrier vetting, emphasizing key factors to consider and warning signs to be cautious of.    Connect with SPI Phone: 866-744-7774  

Learn to effectively handle price increases in today's volatile economy, guiding your business through the storm with confidence and strategic insight. Mark dives into the intricate balance of market share, profit margins, and customer loyalty. This episode promises to provide you with the tools to maintain strong customer relations while making essential price adjustments.  Learn the techniques to communicate transparently with clients, embed adjustments into base prices, and avoid the common pitfalls of surcharges that can turn your pricing strategy into a tangled mess.   ⭐ Leave us a rating or review on your favorite podcast app. We actually read them!  

Networking and community building are crucial for women's professional development. In this WINiT podcast sponsored by CWT, moderator Bev Heinritz, Director of Foundation Programs at GBTA Foundation, and Lisa Nelson, Senior Director of Customer Management at CWT, discuss how collective networking and community-building efforts can drive broader systemic change by advocating for policies, practices, and cultures that support women in the workplace. When women come together, they can influence industry standards and create more inclusive environments.   Show Links: Lead to Win by Karla A. Harris You've Been Chosen – Thriving the Unexpected by Cynt Marshall   Music track is Space Jazz by Kevin MacLeod  Licensed under Creative Commons: By Attribution 3.0 License 

n Episode 44, we explore the world of Value Realization with Nate Gruys, Director of Sales and Customer Management, and Mitch Turner, Head of Value Transformation at OneStream. This episode unpacks how OneStream's unified platform transforms finance by streamlining processes, reducing costs, and achieving significant efficiency gains in financial close, reporting, and planning. Nate and Mitch also share real-world examples of ROI and insights into helping customers measure and track their OneStream value post-implementation.

Today's episode with Anthony Petitte centers around challenges in the transportation industry, particularly the issues with truck parking and entrepreneurship! Dive into our conversation as we highlight the importance of embracing discomfort to foster business growth in a saturated market, financial knowledge, operational understanding for success, and enhancing customer experience through strong relationships with drivers and shippers! Download FinPark's mobile app and use the code Finpod15 to get a 15% off when you book  your first reservation!   About Anthony Petitte Anthony Petitte is a seasoned entrepreneur and executive with over 14 years of experience in the logistics, transportation, and financial sectors. He is currently the Chief Operating Officer at FinPark, a division of Finloc 2000 Inc., a $400M financial services firm specializing in freight transportation equipment. FinPark is a pay-to-park marketplace that allows drivers and fleets to book on-demand parking reservations and receive exemplary service to secure truck parking facilities for various classes of trucks. As the COO, he oversees the operations, marketing, partnerships, and strategy of FinPark, leveraging his expertise in digital marketing, new business development, and customer experience. He is also an active investor and strategic advisor for several logistics startups, such as Simporter, Zuum, Torch, and Turris, helping them scale and grow their businesses. He is passionate about creating innovative solutions that improve the efficiency, safety, and sustainability of the supply chain industry. He holds a Lean Six Sigma White Belt Certification and a Cybersecurity Board Governance Certification.  

Lightning Round:  Top 10 Ways to Retain Customers Question: Sierra from Toronto, Canada asks, “I am in equipment financing sales and in the last year we have grown a lot— some organic, most through acquisition. While this has been exciting, it feels like the demands on us as salespeople are doing nothing but expanding. I used to be focused on mostly new sales, but now they wants us to find new business, grow existing accounts and above all keep our retention rates high. How am I supposed to do all that?”  

Lightning Round:  Top 10 Ways to Retain Customers Question: Sierra from Toronto, Canada asks, “I am in equipment financing sales and in the last year we have grown a lot— some organic, most through acquisition. While this has been exciting, it feels like the demands on us as salespeople are doing nothing but expanding. I used to be focused on mostly new sales, but now they wants us to find new business, grow existing accounts and above all keep our retention rates high. How am I supposed to do all that?”  

Position yourself ahead of the AI curve. There are three crucial elements of effective selling that AI simply can't replicate As the digital landscape shifts, relying on product features alone is no longer sufficient. Learn how the art of asking the right questions can foster trust and solidify lasting relationships with your clients. Equip yourself with the skills to not just navigate, but thrive, in this AI-driven world of sales. Join Mark as he shares insights on leveraging your distinct human qualities to maintain a competitive edge in the marketplace.   ⭐ Leave us a rating or review on your favorite podcast app. We actually read them!

In this episode, host KJ Burke is joined by Adam Diallo, Senior Manager Customer Success, CDW Canada and Amanda Frank, Senior Manager Customer Success, CDW Canada to discuss how services organizations and technology providers continue to change they way they help customers, ensuring they have success throughout the full lifecycle of technology.To learn more, visit cdw.ca

בפרק מספר תשע: אסטרטגיות ושיטות מומלצות לגדילה (Scale) של צוותי  Customer Successֿעם יפעת לב, דיברנו על ההתאמות שארגון הסקסס צריך לעשות במצב בו החברה כולה משתנה, אם מבחינה אסטרטגית ואם מבחינת  גדילה  וכו׳.מה שברור הוא , שברגע שיש הרבה יותר לקוחות מקודם, לא ניתן לספק את אותה רמת השירות לכלל הלקוחות, ולרוב צריך לנקוט בגישה שתבדל קבוצות של לקוחות על פי מאפיינים זהים, ולכל קבוצה יינתן מענה מתאים - לתהליך הזה קוראים סגמנטציה -  התפלגות או פילוח בעברית.לרוב, הפילוח הזה ייצור קבוצה של לקוחות אסטרטגיים, קבוצה של לקוחות אמצע SMBs למשל, וקבוצה של לקוחות קטנים.באופן טבעי, רוב הפוקוס של ארגון הסקסס יילך ללקוחות האסטרגיים ואולי גם קבוצת האמצע, בעוד שהלקוחות קטנים, יקבלו פחות יחס ואולי אפילו ייזנחו.אבל, מה אם אני עדיין רוצה להמשיך לתת שירות לקבוצת הלקוחות הקטנים מבלי לפגוע בשאר הקבוצות? איך אני מתמודד עם מצב בו צוות הסקסס לא גדל ביחס ישר לגדילה במספר הלקוחות? איזה כלים מאפשרים לתת שירות ברמה גבוהה ועדיין לא להשקיע משאבים מיותרים? אחת הדרכים להתמודד עם המצב היא Digital Customer Management ועל זה בדיוק נדבר היום.בפרק של היום מתארח אורן כהן, מנהל צוות Customer Success בחברת  Atera   וביחד, ננהל שיחה מעניינת וכיפית על Customer Management דיגיטלי, מה זה אומר? ובאילו כלים ניתן להשתמש וגם איך מודדים את ההשפעה וההצלחה של ניהול לקוחות אלו? אז אם אתם עובדים בחברה שחווה גידול משמעותי בבסיס הלקוחות ונמצאת בשלב בו היא צריכה לבצע סגמנטציה ולהחליט איך לפעול - הפרק הזה בשבילכם.

Joining us on today's episode is Ron Davis, Executive Vice President and Global Head of Customer Management at Zurich Commercial Insurance. With over 30 years of experience in the industry, Ron has implemented customer management best practices across Zurich's commercial insurance business, making significant contributions to the field.Ron began his journey at Zurich in 2000 and has held various executive positions since then. He holds an MBA from Concordia University and a business degree from Carleton University, and his extensive experience spans across Europe, Canada, and the United States. Ron has also been involved with SAMA for many years, starting as a member of the SAMA's Knowledge Committee, and then joining the Board of Directors in 2013. In 2015, Ron became a member of the Executive Committee of the Board of Directors.Join us as we explore Ron's valuable insights on the art of strategic account management and outside-in selling, touching on his involvement with the SAMA and his perspective on what makes a world-class strategic account manager.

Show Website: https://mspbusinessschool.com/ In this episode of MSP Business School, Brian Doyle dives into the concept and structure of the "Office of VCIO," drawing parallels from the enterprise-level office of CIO. Originally presented as part of a webinar, this detailed discussion outlines the significance of having a cohesive team approach to delivering Quarterly Business Reviews (QBRs), Strategic Business Reviews (SBRs), and other essential fractional VCIO services. Brian emphasizes that while tools such as the VCIO Toolbox can facilitate this process, any MSP can implement these principles to evolve their service offerings and better meet client needs. By structuring a team with clearly defined roles for engineers, VCISOs, customer success managers, and executives, MSPs can ensure more efficient project management and customer satisfaction.  Brian provides insights into how this model helps maintain strong client relationships and opens up avenues for new recurring revenue streams. He discusses the importance of regular check-ins, risk management, and continuous education to keep clients informed and engaged. Additionally, the episode explores leveraging assets and risk management to drive informed decision-making and sales. Key Takeaways:   The office of the VCIO model promotes a team-based approach to client management, ensuring cohesive and comprehensive service delivery. Engineers play a critical role in the QBR process, and their timely assessments are crucial for identifying gaps and driving projects. The VCISO role is becoming increasingly vital in MSPs with a growing focus on security and compliance, offering opportunities for new recurring revenue streams. Customer Success Managers help maintain strong client relationships by collecting feedback and keeping customers informed and engaged. Effective VCIO programs require executive buy-in and support to handle escalations and ensure that the QBR process remains a priority. Host: Brian Doyle:   / briandoylemetathinq   Sponsor: vCIOToolbox: https://vciotoolbox.com

Fortunately, and unfortunately we are creating something that doesn't currently exist.  It's needed, but when you're the first to do something the mountains are much bigger to climb.  --- Do you need some help driving sales?   I'm the CEO of Restaurant Marketing That Works, and we help restaurants find HUNGRY customers. RMTW owns two companies, America's Best Restaurants and DRYVER, powered by Repeat Returns. Go to www.restaurantmarketingthatworks.com for more information That's Restaurant Marketing That Works Dot Com :)

Lightning Round: 10 Ways to Stay Focused During Tough Times Question: Alanna from Seattle asks, “It's always been hard getting customers to stay engaged, but this past year it has become harder than ever. Is it me or has something changed I'm not aware of?” Book: Selling in a Post-Trust World by Larry Levine   ❖ Send your questions to Meridith and Mark at hello@saleslogicpodcast.com

Lightning Round: 10 Ways to Stay Focused During Tough Times Question: Alanna from Seattle asks, “It's always been hard getting customers to stay engaged, but this past year it has become harder than ever. Is it me or has something changed I'm not aware of?” Book: Selling in a Post-Trust World by Larry Levine   ❖ Send your questions to Meridith and Mark at hello@saleslogicpodcast.com

Lightning Round: 10 Ways to Build Your Sales Confidence Question: John from San Diego asks, “I am a bit of a news junkie, and watching this week everyone is talking about the stock market going down and interest rate cuts coming. I work in the restaurant industry—is there anything I should be doing to prepare for the change in market conditions, how will my customers be impacted?” Book: Selling Your Way - Kristie Jones    ❖ Send your questions to Meridith and Mark at hello@saleslogicpodcast.com   

Lightning Round: 10 Ways to Build Your Sales Confidence Question: John from San Diego asks, “I am a bit of a news junkie, and watching this week everyone is talking about the stock market going down and interest rate cuts coming. I work in the restaurant industry—is there anything I should be doing to prepare for the change in market conditions, how will my customers be impacted?” Book: Selling Your Way - Kristie Jones    ❖ Send your questions to Meridith and Mark at hello@saleslogicpodcast.com   

How you manage your customer data, is how you drive your sales correctly. Do you need some help driving sales?   I'm the CEO of Restaurant Marketing That Works, and we help restaurants find HUNGRY customers. RMTW owns two companies, America's Best Restaurants and DRYVER, powered by Repeat Returns. America's Best Restaurants is a media platform dedicated to helping independent restaurants gain massive attention and create excitement in the community.  DRYVER is a restaurant marketing software built to drive sales through email, text, and social media marketing to increase your restaurant's sales on autopilot. Visit www.restaurantmarketingthatworks.com

Today's live episode features an industry veteran, Colby Varley, talking about the niche-based business of Advanced Transportation Services, Inc. in the produce market! Listen in as we discuss the importance of specialization, sustainable revenue, carrier relationships, the produce shipment dynamics, market conditions, and customer management.   About Colby Varley Colby is a recognized thought leader, industry veteran, and the co-owner of Advanced Transportation Services Inc. His industry expertise spans 40 years in refrigerated transportation, bringing unparalleled knowledge and a history of operational excellence.   Connect with Colby Website: https://advancedtransportationservices.com/  Email: colby@atssalinas.com  Phone: 559-627-0274  LinkedIn: https://www.linkedin.com/in/colby-varley-5ba57a69/  Instagram: https://www.instagram.com/colby_varley_ats/  Facebook: https://www.facebook.com/colby.varley/  

In this episode, Jimmy Purdy welcomes Scott Pelava, a seasoned shop owner and community figure, on The Gearbox podcast. The conversation dives deep into the real challenges and personal costs of owning and operating an automotive repair shop. Scott shares his early struggles transitioning from technician to owner, highlighting the steep learning curve in mastering the business aspects to ensure growth and success. Both Jimmy and Scott discuss the critical balance between work and family life, revealing the personal sacrifices often made by business owners. 00:00 Seeking help from old coaching company to resolve issue.06:04 Scott created a social media group and it grew rapidly worldwide.15:53 Discovering marketing failures leads to business reflection.19:26 Skilled technician seeks new opportunities due to disrespect.22:40 Self-improvement and pushing others to excel.27:34 Technicians seek solutions from various sources for problems.35:11 Unending work stress, missed family time, neglect.38:27 Reflecting on past client appeasement efforts.43:12 Techs becoming owners, diminishing productivity and impact.50:52 Networking led to finding new CRM options.58:08 Positive feedback on classes, with minor issues.01:01:28 Different customers, different needs, different services offered.01:07:33 Coordinating ASOG scholarship for struggling shop owners.01:09:45 Overdoing trade shows, scheduling classes, research. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode of the Morning Upgrade podcast I talk with Dana Diaz about her morning routine, work life balance, managing your customers and much more. 

How would you rate your emotional intelligence?It turns out that the core of any successful customer experience initiative is deeply intertwined with the capacity and willingness of employees to communicate effectively.  Emotional intelligence is a fundamental skill when it comes to communication.Sandra Thompson is an EI expert and ranks as a top 10  Emotional Intelligence leaders on LinkedIn.  She joined me on The Delighted Customers Podcast to help leaders navigate EI and understand the very real impact EI has on the customer experience, and ultimately employee and customer engagement."You have to put in the work!" Sandra says.  "Some may be able to do it (improve their EI) on their own...while others may need an accountability coach to hold the mirror up and ask them tough questions."Sandra shares practical suggestions that business leaders can implement right away to lift their emotional intelligence personally and organizationally.Here are some of the highlights included in this episode:5 tips for improving emotional intelligence 5 Tips to Improve Emotional IntelligenceEmotional intelligence and it's connection to CXThe Jellybean Game and the importance of visceral customer experiencesThe impact of bad customer experiences and the inflection point for loyaltyThe practice of gratitude and its impact on starting the day positivelyThis episode is rich with ideas and insights and I love the British accent!Meet Sandra!Sandra Thompson is the first Goleman Emotional Intelligence Coach in the UK. She started out as a Customer Experience consultant in 2010 when she founded Exceed all Expectations, a management consultancy focusing on improving customer and employee experience. Sandra rebranded as The Ei Evolution in Jan 2021 because she believes that the skill of emotional intelligence can transform the way businesses behave, improve the relationships between customer and employee and between colleagues too.  She is still working in the field of customer experience but the new brand enables Sandra to work more with schools – she believes that teaching young people how to become more emotionally intelligent could help them thrive. Sandra has been fortunate to work with clients such as: Vodafone, Arsenal Football Club, Waitrose, Open University, Battersea Dog & Cats home, and Network Rail. She gives keynotes and frequently presents on webinars and podcasts to an international audience on all matters CX, EX and EI. Sandra has been fortunate to lecture part-time at a Business School in London on the topics of People Management and Leadership and Professional Behaviours and Customer Management and she runs a series of postgraduate courses in Customer Experience and Emotional Intelligence. She presented her first academic paper in 2019, TEDx in 2020, and intends to start a PhD in 2025.  It's true to say that she's a lifelong learner. Recommended Book:Man's Search for Meaning, Viktor Frankl - https://www.amazon.com/Mans-Search-Meaning-Viktor-Frankl-ebook/dp/B009U9S6FIHere is the reference to the cards:https://www.ridersandelephants.com/the-emotional-culture-deck-pdf-download Lisa Feldman Barrett  link for her publications:  https://lisafeldmanbarrett.com Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Für unsere Kund:innen da sein – so schnell und kompetent wie möglich. Das ist das Ziel des Customer Service bei SWAROVSKI OPTIK. Daniel Mühlmann, Leiter des Customer Management, erzählt mehr über den Kundenservice und die Servicephilosophie bei SWAROVSKI OPTIK.

Today, we're thrilled to have Jakin Harper, the owner of Rareform Agency, join us on the show! Rareform Agency specializes in revolutionizing customer experiences by offering top-notch services in customer review management, customer interactions management, and streamlining payment collections. This episode is packed with valuable knowledge and actionable tips from Jakin Harper, exclusively on Let's Talk Business! Join the "Let's Talk Business" podcast community on Patreon to engage with show hosts, guests, and fans. You'll also get exclusive content, member shoutouts on the show and early access to in-person events. Get access here: patreon.com/letstalkbusiness ▶ Subscribe to our YouTube Channel: https://goo.gl/dzqVGV ✅ Marc Ebinger, Crükus Marketing Agency

Brenton Grimes is Founder and CEO of Reef.ai, a customer revenue platform that helps companies predictably grow revenue with existing customers and fast-tracks net retention reporting. In this episode Brenton and KJ discuss how companies can be proactive in utilizing data and investing in the outlier model to achieve better revenue outcomes.  Key Takeaways: How to increase customer retention in the SaaS market Common mistakes to avoid when managing your tech customers How to implement the outlier model in the SaaS industry Why subscription models are the future of tech Quote of the Show (37:00): “If you feel like you need to drive your business in a different direction, don't wait. Take that first step and the road will open up in front of you.” – Brenton Grimes   Join our Anti-PR newsletter where we're keeping a watchful and clever eye on PR trends, PR fails, and interesting news in tech so you don't have to. You're welcome.   Want PR that actually matters? Get 30 minutes of expert advice in a fast-paced, zero-nonsense session from Karla Jo Helms, a veteran Crisis PR and Anti-PR Strategist who knows how to tell your story in the best possible light and get the exposure you need to disrupt your industry. Click here to book your call: https://info.jotopr.com/free-anti-pr-eval   Ways to connect with Brenton Grimes: LinkedIn: https://www.linkedin.com/in/brentgrimes/ Company Website: https://www.reef.ai/ Company LinkedIn: https://www.linkedin.com/company/reef-ai/   How to get more Disruption/Interruption:  Amazon Music - https://music.amazon.com/podcasts/eccda84d-4d5b-4c52-ba54-7fd8af3cbe87/disruption-interruption Apple Podcast - https://podcasts.apple.com/us/podcast/disruption-interruption/id1581985755 Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cub21ueWNvbnRlbnQuY29tL2QvcGxheWxpc3QvODE5NjRmY2EtYTQ5OC00NTAyLThjZjktYWI3YzAwMmRiZTM2LzNiZTZiNzJhLWEzODItNDhhNS04MDc5LWFmYTAwMTI2M2FiNi9kZDYzMGE4Mi04ZGI4LTQyMGUtOGNmYi1hZmEwMDEyNjNhZDkvcG9kY2FzdC5yc3M= Spotify - https://open.spotify.com/show/6yGSwcSp8J354awJkCmJlDSee omnystudio.com/listener for privacy information.

If you're looking to take your marketing efforts to the next level, Funnel Fusion 360 is the ultimate solution for you! This groundbreaking platform provides the necessary resources you need in today's hyper-paced digital landscape. Learn more at https://funnelfusion360.com Symbiotic 7 Solutions City: Toronto Address: 2967 Dundas Street West #47 Website http://thebestoffersaround.com Phone +1-416-400-1207 Email admin@symbiotic7solutions.com

Improve your customer service and review management with the ReviewIQ™ ReviewResponder by Local Business Coach. Automate responses and enhance customer engagement with one simple Chrome plugin! Visit https://reviewiq.localbusinesscoach.com/ for more information! Local Business Coach 703 E Court St Suite 1, Flint, MI 48503, United States Website https://www.localbusinesscoach.com/ Phone +1-810-202-8760 Email support@localbusinesscoach.com

“As a project manager, you should be very spontaneous enough to deal with the unexpected situations and convert that particular weakness to opportunities and have the strength to convert those weaknesses in that particular market.”Welcome to another episode of Shape of Work. In today's episode, our guest talks about some of the major challenges as a project manager and the importance of being available to the customers. We have Yelisetty Naga Saujanya, Projects Director at Pact Software Services, an international software development company headquartered in India with its branches across the Middle East(UAE, Saudi, Qatar) Kenya & USA. They specialise in ERP, Accounting and CRM software solutions.Saujanya has an overall work experience of over two decades. She has worked at Riyan Creations and PMI Pearl City Chapter before her time at Pact Software, where she has worked for over seventeen years. She did her Bachelor's Degree from St. Theresa's College for Women, and her PGPMEX from Great Lakes Institute of Management.Episode HighlightsWhat Pack Services has achieved in 25 years of growth?The importance of being available to customersWhat are some major challenges of being Project Director?Advice to the youth starting their careersFollow Saujanya on LinkedinProduced by: Priya BhattPodcast Host: Aparajeeta BoroAbout Springworks:Springworks is a fully-distributed HR technology organisation building tools and products to simplify recruitment, onboarding, employee engagement, and retention. The product stack from Springworks includes:SpringVerify— B2B verification platformEngageWith— employee recognition and rewards platform that enriches company cultureTrivia — a suite of real-time, fun, and interactive games platforms for remote/hybrid team-buildingSpringRole — verified professional-profile platform backed by blockchain, andSpringRecruit — a forever-free applicant tracking system.Springworks prides itself on being an organisation focused on employee well-being and workplace culture, leading to a 4.8 rating on Glassdoor for the 200+ employee strength company.

Running a business can be a challenging task, especially when it comes to managing your customer relationships effectively. In today's world, customers are the backbone of any successful business, and maintaining a healthy relationship with them is crucial for long-term success. One of the most effective tools available to businesses today for managing customer relationships is a Customer Relationship Management (CRM) system. However, a question that we often hear from business owners is "Do I need a CRM?" To put it simply, if you want to grow your business and maintain a competitive edge in today's market, the answer is a resounding yes. A CRM system can help you streamline your customer management processes, improve customer satisfaction, and increase your overall revenue. Here are some reasons why implementing a CRM is essential for your business: Organized Customer Data: One of the most significant benefits of a CRM system is that it helps you keep all your customer data organized in one place. This includes information such as contact details, purchase history, and any interactions they've had with your business. This organized data enables you to gain insights into your customers' behaviors and preferences, allowing you to personalize your marketing campaigns and tailor your offerings to their needs. Improved Customer Experience: A CRM system can help you provide a more personalized and seamless customer experience. By having access to all your customer data, you can respond to their needs more efficiently and effectively. For instance, if a customer has a complaint or issue, you can quickly access their information and address their concerns promptly, leading to increased customer satisfaction. Increased Efficiency: Managing customer relationships manually can be time-consuming and labor-intensive. A CRM system automates many of the processes involved in managing customer relationships, such as data entry and tracking customer interactions. This automation frees up your time and resources, allowing you to focus on other critical aspects of your business. Improved Sales and Revenue: By leveraging the insights gained from your CRM system, you can identify new sales opportunities and cross-sell or upsell products to existing customers. This can lead to increased revenue and a higher lifetime customer value. In conclusion, if you are just starting up or have been in business for years, implementing a CRM system is essential for managing your customer relationships effectively. A CRM system can help you organize your customer data, improve the customer experience, increase efficiency, and boost your revenue. With so many benefits to offer, a CRM system is a must-have tool for any business looking to succeed in today's competitive market.

Connectivity is critical to driving equitable economic growth, yet 2.7 billion people still cannot access the internet. And many struggle with slow, costly and unreliable connections. Greater connectivity and innovative solutions for a resilient infrastructure can unlock opportunities in education, healthcare, business and other sectors. This episode features the tools – and the experts – helping foster healthy connections between people, greater equity across the globe and more efficient use of resources.On This Episode:Dr. Rennisha Wickham, Senior Marketing Manager, DowRennisha Wickham is a Senior Marketing Manager in Dow's Packaging and Specialty Plastics business. She is also an inclusion and diversity champion, driving a culture of inclusion and empowering her internal and external partners to cultivate a diverse community of critical thinkers that can solve the world's most challenging problems. Rennisha joined Dow in 2012 in R&D, where she made contributions to a number of technical projects including the development of functionalized polymers, non-extrusion-based process technologies, sustainable polyolefin solutions for resilient flooring, and elastomers for medium voltage insulation. Rennisha transitioned to Dow's Technical Service and Development (TS&D) group in 2015, where she leveraged core R&D strengths to deliver high performing technologies for the transportation market and drove growth through distribution channel partners. Rennisha later transitioned to Customer Management in 2018, where she drove growth across transportation, consumer, flooring, artificial turf, and wire and cable markets. Rennisha has a Bachelor of Science in chemistry from Virginia State University and a Ph.D. in chemistry from University of Maryland in 2012. She holds six patents and is the author of a number of internal and external publications.Kyle Fleming, Director of the Virgin Islands Energy Office and Water and Power Authority (WAPA) Board ChairmanIn 2016, Kyle Fleming returned to his home on St. Croix, USVI to fulfill his professional goal of transforming the energy sector within the USVI. Upon his return, he took on the role as Director of Operations of a regional residential, commercial, & utility-scale solar developer in the territory. Following Hurricane Irma and Maria, Mr. Fleming developed and deployed solar plus battery storage systems territory-wide which relieved the dependence on generators for many Virgin Islanders suffering through the extended black-outs. Mr. Fleming has continued to impact the Energy Profile of the territory as Director of Virgin Islands Energy Office. As Director, Mr. Fleming has focused policy and program development around the following core pillars: Sustainability, Resiliency, Work-Force Development, and Efficient Energy Resource Utilization. In 2021 Mr. Fleming was elected Chairman of the Virgin Islands Water and Power Authority's governing board. During his tenure, he has focused on disrupting the traditional power plant mentality of the operation and shifting to an Energy as a Service strategy to better serve the evolving energy needs of the community as a whole.Mia Quinn, Senior Director, Public Affairs at American Chemistry Council  Mia Quinn leads efforts to communicate the plastics industry's major sustainability initiatives. She works to bring together experts to share insights in key areas of sustainability, including public policy, product design, recycling and infrastructure.   She is passionate about collaboration, clear communication and engaging audiences to learn more about innovation and modern solutions for our communities and our country.  Mia has a degree in political science from Washington University in St. Louis. She grew up in the suburbs of Denver, Colorado and is a lifelong Denver Broncos fan. She lives in Northern Virginia with her husband and two sons.

In this episode I have a fun conversation with a good friend who is also a customer experience expert, Brittany Hodak. We chat through ways to future-proof your business with superfans, how to divide your time between finding new fans & serving existing ones, as well as the best ways to provide value and exceed expectations!   Episode breakdown: 01:50 - Brittany's World Record 06:30 - Future-proof your business 08:55 - Chase new fans or serve current audience? 11:15 - The 3 Phases of Customer Management 13:45 - How to exceed expectations 19:05 - Explain the value you provide 21:00 - The long road to a book starts with…pizza 26:30 - The Platinum Rule   Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes across the globe to organizations including American Express and the United Nations. She has written hundreds of articles for Forbes, Adweek, Success, and other top publications; she has appeared on programs on NBC, CBS, ABC, and CNN; and she has worked with some of the world's biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. Entrepreneur magazine calls her “the expert at creating loyal fans for your brand.” Brittany's debut book, Creating Superfans, will be in stores in January 2023.   “You're going to get referrals, but not TODAY! You've got to be great at recruiting new customers, and you also have to be great at taking care of your existing customers.” - Brittan Hodak Get your copy of Superfans: BrittanyHodak.com/book   Make your Continuing Education easy and CHECK OUT Empire Learning!    If you are enjoying the MME podcast, please take a second and LEAVE US A REVIEW, and JOIN our text group: 214-225-5696

The CX Goalkeeper had the great opportunity to interview Ricky HarrisLinkedIn Headline: Chartered Institute of Customer Management, Call Centre, Customer Services Master classesHighlights:00:00 Game Start00:32 Ricky's introduction03:34 Ricky's values05:26 The CX landscape in South Africa7:36 What can we learn from South Africa12:49 The role of the Chartered Institute of customer management19:19 Continuous Education & the most requested skills21:36 The future question (CX in 10 years)26:29 Ricky's book suggestion31:28 Ricky's contact details32:39 Ricky's golden nuggetand much more on https://www.cxogoalkeeper.com/RickyHarris#cxgoalkeeper #customerexperience #podcast #leadership

This week we're featuring an excerpt from our Job Site Leadership Workshop - one of the most requested development courses that we offer here at Nolan Consulting Group. Facilitated by NCG Managing Partner Brian Nolan, and Conal Mulreany, Field Supervisor at Nolan Painting & Field Consultant at NCG, this workshop is designed to provide Production Management leaders with the critical awareness of each leg of the Operational Stool: Employee Management, Customer Management & Job Management. This particular excerpt begins with an element that impacts the culture of the field environment - values. Do your employees understand the values of your company - are they living those values in the workplace? The discussion also taps into the power of emotional intelligence. As a leader and manager of people, how do you respond to situations - both positive and negative? Are you aware of the impact your words have? To quote Benjamin Franklin, "Remember not only to say the right thing in the right place at the right time but far more difficult still, to leave unsaid the wrong thing at a tempting moment." Brian and Conal are passionate about this topic, and no matter what industry you are in, this discussion will impact your leadership.

“Some of our most traditional, original ideas of business strategy have turned out to be profoundly flawed.”  The research is in,  the key to driving world-class customer retention and growth rates is not customer happiness or customer satisfaction. While both are important, it's the results the customer achieves with a supplier that matter most.   It may seem obvious, but conventional wisdom and behavior have not always led companies down a path to embracing the importance of ensuring customers achieve results.  In this enlightening episode of Value Builders, Dave sits down with customer retention, growth, and strategy expert, Greg Daines, to discuss how Greg's economics background and retention research are providing a clearer understanding of how to  effectively attain better retention and growth rates by changing behavior and creating meaningful results for customers.About Greg Daines Greg Daines is a leading expert in customer retention, growth, and strategy. Throughout his career as both a founder and executive, he has regularly challenged the conventional thinking. He has spent the past several years working with companies around the world to transform their results using his unique Total Customer Strategy playbooks. Greg is known for his thought-provoking and data-driven approach, and he holds advanced degrees in business and economics from MIT and Cambridge University.

How does a Basketball Player make it to the top of a very well known outsourcer in the Netherlands? My guest today is Nuno van Dunem da Costa, who's sporting career and professional customer management career are an absolute inspiration! We are chatting about Nuno's ambition and drive to succeed - as player of the Portuguese National Youth Team and later with a Dutch team, Nuno talks candidly about how he learned to pursue his dream, his career but at the same time not lose himself. He draws many parallels from his active sports career to his Customer Experience / Operational Excellence work. Nuno tells us about the importance to follow a framework - however the most important component here is the customer! And not just the end-user, also the company internal customer! Now Operations Director with 5CA the brings all his experiences to a leading Dutch outsourcing firm who, in his own words…. Have given Nuno more development and support than other firms combined. Hint…. Look after your employees and they give you their utmost best they can!    Social Links   LinkedIn: https://www.linkedin.com/in/nuno-vandunemdacosta/ 5CA: https://5ca.com/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production

Jamiel and I did a LIVE workshop on Facebook all about creative cookie selling and it was SO much fun hanging out with some of you in the group! We would definitely love to do more of these, so let us know what topics you want to hear. In the meantime, I wanted to make this available on the podcast as well but it was 90 minutes JAM PACKED with ideas, so I thought it might be easier if we posted different topics as individual podcast segments so you could easily access the different ideas and process them.  If you want to check out the whole workshop in its entirety, you can watch the replay either in the Facebook group or on Youtube, here: facebook.com/girlscoutpodcast https://youtu.be/YnQuk07WeiA  

Guess what happens when you meet at Waitrose' wine bar at KingsCross…. You end up working with the #Ateam and are going to win the best Outsource Contact Centre of the Year Awards at the European Contact Centre and Customer services Awards 2021! Speaking to William about Customer Management  is just pure joy! When you meet up with people who absolutely love the industry, believe in the opportunities a good customer service centre brings to clients, BPO and agents - my heart just jumps! But not only is William one of the best Directors of Market Engagement in the BPO world, he also shares a few hidden talents with us. We discuss entrepreneurship, we speak about professional loneliness and the importance of bringing the professional and personal elements of our lives together.   Social Links Website: https://www.ascensos.com/ LinkedIn:  https://www.linkedin.com/in/william-carson-ascensos/ New Ways: https://www.newways.org.uk/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production

Hello love! Welcome back to another episode of Fearlessly Freelance.Over the last 20 years I've managed relationships with hundreds of clients, from tech-phobic small business owners to demanding stakeholders at some of the world's top brands. In this week's episode I'm here to share several strategies how to navigate client relationships in a way that helps you establish healthy, strong connections that create long-term trust and success.Listen in if you want to learn:✹ How to protect your energy with clients✹ Growing + nurturing relationships with clients✹ How to build trust✹ Protecting your boundaries and staying sane!More from Fearlessly FreelanceFollow me on Instagram @fearlesslyfreelanceHave you joined our FREE private community for freelance women, The Confidence Club yet? If you want to meet like-minded freelance women, join free co-working sessions and get weekly live trainings on building your confidence in business, come on in!!www.fearlesslyfreelance.com---

Breaking up with a client is never a fun job, let's face it – and if you've been freelancing for a while, you've probably had to do it at some point. I know how stressful it can be to have to sack a client (having had to do it multiple times over the years!) especially when the circumstances can feel emotionally draining and difficult to navigate all by yourself. In this episode I explain how to approach this tricky area of running a business and managing client relationships without losing your cool, including:✹ The legal stuff - how to protect yourself when you need to end a relationship✹ The best way to let a client know you're breaking up with them✹ How to offboard the right way✹ How to stay calm and deliver a stress-free break upMore from Fearlessly FreelanceFollow me on Instagram @fearlesslyfreelanceJoin our FREE private community for freelance women, The Confidence Club where I host weekly co-working sessions and drop regular, exclusive insights + content!www.fearlesslyfreelance.com---

JoAnna Brandi is the Publisher of The Customer Care Coach – A weekly self study leadership training program in “The Art and Science of Exquisite Customer Care” as well as “Monday Morning Motivation” – a tool to keep employees focused on keeping the customers happy.She has written over 500 articles and worked with companies that range in size from multinationals to small privately held companies. She is a popular and highly rated public speaker at conferences such as the World Conference on Customer Management, the North American Conference on Customer Management. She has been named the #1 Speaker at the Inc. Conference on Customer Strategy.Episode Links:Web: https://returnonhappiness.com/Twitter: https://twitter.com/KeepEmHappyFacebook: https://www.facebook.com/ReturnOnHappinessYoutube: https://www.youtube.com/user/JoannaBrandiCompanyJoey Pinz Conversations Podcast Information: • Website: https://www.joeypinz.com • Link Tree: https://linktr.ee/joeypinz • Music by Tom Izzo: @wahlsinger  https://tomizzomusic.com  Support our podcast:  • Subscribe: https://joeypinzconversations.com/subscribe/ • How much is this podcast worth to you? Consider $5, $10 or $20/mo with Patreon: https://www.patreon.com/joeypinz  • How about a one-time payment?  • What is the episode worth to you? $25/$50/$100/$500 /$1,000/$5,000 with PayPal (one-time): https://www.paypal.com/paypalme/JoePannone Please subscribe/follow to Joey Pinz Discipline Conversations Podcast: • Spotify, Apple, Google, or others.  Please consider rating with 5 stars if you like it. • Apple: https://podcasts.apple.com/us/podcast/joey-pinz-discipline-conversations/id1583997438 • Spotify: https://open.spotify.com/show/69SFwY3XSwcw9qNvElAn10 • Google: https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS8xODI4OTA2LnJzcw • YouTube: https://www.youtube.com/c/JoeyPinzDisciplineConversations?sub_confirmation=1Please follow on social media: @TheJoeyPinz • Instagram: @TheJoeyPinz https://www.instagram.com/TheJoeyPinz  • Twitter: @TheJoeyPinz  https://twitter.com/TheJoeyPinz • Facebook: @TheJoeyPinz https://www.facebook.com/TheJoeyPinz • TikTok:  @TheJoeyPinz  https://www.tiktok.com/@thejoeypinzFinally,  join our newsletter: https://joeypinzconversations.com/#newsletterSupport the show (https://www.patreon.com/joeypinz)

In the latest episode of Hospitality Hangout podcast, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “ The Finance Guy” chat with Joel Montaniel, chief executive officer and co-founder of SEVENROOMS about helping operators build their direct and personalized relationship with guests. SEVENROOMS is a guest experience and retention platform that works on helping operators utilize guest data to provide experiences that boost business. Montaniel says, “So many many years ago we tried to figure out why hospitality technology systems didn't have any guest data in them and we really were surprised by that because we were like this is the hospitality industry. It is all about understanding the little things, it is all about making people feel special. How can operators do that when the very ingredient you would need is not available in the systems they're using to run their business?” He adds, “we got our start as a guest data CRM company and that we've now evolved ourselves into a guest experience platform with a mission of helping operators make their guests feel at home.”When Frischling asks Montaniel where he thinks we are in the lifecycle of technology, Montaniel says, “if we take hospitality technology as the starting point I believe we're still in the early innings at the very beginning of this cycle.” He adds, “And I think the cloud has enabled a lot of opportunities, in addition of course the mobile, so it feels like we're still in the very very early days.” Montaniel says when asked about the new functionalities SEVENROOMS added, “as we were building the company we started with this idea of guest data and so how do we help the restaurant capture as much guest data as possible and how do we make it as easy as possible for them to capture it. And actually when we first started we had restaurants that were using our CRM system side by side with their reservation seating system, that's how important it was to them and then what we realized is if we wanted to help the restaurants, how could we actually also build the reservations and the seating so that they could have one system to look at everything together.” SEVENROOMS is giving the operators a personalized picture of their consumer on-premise and off-premise. Montaniel talks about delivery, saying in the United States before the pandemic forty-two percent of consumers had done delivery, now delivery is more than fifty percent and growing. He says, “what's interesting is we thought that when covid was stabilizing that dine-in would pick back up and delivery would slow down a little bit, but actually what you're seeing is both are accelerating so dine-in is up, delivery is up, and so what that means is now a restaurant needs to be able to understand and work across both of those different channels.”To hear more from this episode with SEVENROOMS, tune into this episode of Hospitality Hangout. Click here for more recovery and relief information for restaurant, hospitality and food service operators.This syndicated content is brought to you by Branded Strategic Hospitality.

David “Rev” Ciancio is a Hospitality Marketing Consultant, and customer and technology evangelist with more than 20 years of experience in B2B digital marketing and business development, specializing in hospitality marketing, content, local SEO, reputation management, and influencer marketing.

This episode couldn't come any more timely…. Just recently two major UK banks have announced that their working from home solution is here to stay! 

But…. Mark Walton boldly says….. Not everyone is cut out for Home Working…. And Home Working is not for everyone.

 So - how do you ensure you have got the right people and the right environment? 

 Mark has been CEO of Sensée since Feb 2019, leading the growth of the business. Sensée is the UK's leading, if not only, ethically-driven true Home Working specialist, delivering consultancy, platforms, technology ecosystem and a large highly skilled team of BPO advisors to Financial Services, Energy, Retail and many other leading Blue chip brands. Mark is now championing the growth within the BPO Industry of disrupting, Home Working technologies and solutions. Mark is working with the Best Companies and clients in this space across the UK and Europe. Mark has been involved in growing businesses all of his career and has specialised in the BPO, Customer Management and Marketing sectors for the past 20 years, working with major brands in the telecoms, mobile, utilities and financial services sectors. He was a Director at HEROtsc for six years and led its spectacular growth from regional player to market leader, recording a turnover of £60million.


 LinkedIn: https://www.linkedin.com/in/mark-walton-0627a74/
 Website: https://www.sensee.co.uk/index.html Email. mark.walton@sensee.co.uk Marianne on 
LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/ https://www.rutzconsulting.com My Podcast is produced by: https://www.unavoided.com