Podcasts about Customer service

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  • 3,751PODCASTS
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  • Dec 7, 2021LATEST
Customer service

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Best podcasts about Customer service

Show all podcasts related to customer service

Latest podcast episodes about Customer service

Connected Social Media
Customer Service in the Era of Digital Transformation – Conversations in the Cloud – Episode 265

Connected Social Media

Play Episode Listen Later Dec 7, 2021


In this Intel Conversations in the Cloud audio podcast: S. Venkat from MindTree joins host Jake Smith to talk about digital customer service, specifically the company's MindTree Cognitive Contact Center, which combines existing call center infrastructure with new technology. The two discuss how MindTree worked with the Intel Distribution of Python along with SigOpt (a […]

Amazing Business Radio
Vigilant Customer Service Featuring Len Herstein

Amazing Business Radio

Play Episode Listen Later Dec 7, 2021 26:30


How to Avoid Complacency in Customer Interactions  Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships. Top Takeaways:   What breeds complacency in business? Most businesses don't realize that one of the main drivers of complacency is success. The more success we have in our customer interactions, the more we get overconfident. We become vulnerable to taking customer relationships for granted. This week on Amazing Business Radio, Len Herstein discusses why complacency is dangerous and how to avoid it. He offers the following insights and more: ·      Avoid tunnel vision. Companies can become too focused on matching their top competitors that they lose sight of new competitors or new categories that have entered the market. ·      Be a disruptor. Successful companies like Amazon and Netflix are always coming up with new ways to engage their customers. Instead of reacting to what their top competitors are doing, they are the disruptors in their industry and beyond. ·      Learn from success. Most companies debrief when a mistake happens with the idea they will avoid the same mistakes in the future. However, they often forget to look back on their successes, not realizing there are opportunities to replicate the same moving forward. (DOES THAT SOUND OKAY?) ·      Always be vigilant. The best way to fight complacency is to be aware of it. You can't protect against threats that you didn't see coming.  Quote:   "The best way to fight complacency is to be aware. The more aware you are, the more in the moment you are, the more you have that forces you to think, and the less complacent you're going to be."   About:   Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance, and Safeguard Success. Your Business and Relationships Depend on It. He has worked with brands like Coca-Cola, The Campbell Soup Company, and Nabisco. He is also a volunteer State-certified peace officer with the Douglas County Sheriff's Office in Colorado. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Live 95.5
Dial Up Customer Service

Live 95.5

Play Episode Listen Later Dec 6, 2021 5:10


Dial Up Customer Service by Live 95.5

Microsoft Business Applications Podcast
Digital Contact Center with Neha Bajwa

Microsoft Business Applications Podcast

Play Episode Listen Later Dec 6, 2021 31:00


FULL SHOW NOTES https://podcast.nz365guy.com/340 A brief introduction about Neha Bajwa's life and what she is passionate about  Neha talks about her journey into Microsoft A conversation full of insights about collaborative apps; how it works and how important it is Neha answers how Dynamics 365 and Microsoft teams come together A discussion full of information about Customer Experience for sales, the marketing and also about the service In achieving the success of a business, Neha shares how Customer Experience, Marketing and Service plays a big role Neha gives an overview of the Digital Contact Center Neha answers how Digital Contact Center solutions are integrated with Microsoft Teams  RESOURCES All in one Digital Contact Center  Introducing Voice Channel for Dynamics 365 Customer Service (microsoft.com) Voice channel in Omnichannel for Customer Service | Microsoft Docs Customer Service Omnichannel Support | Microsoft Dynamics 365 Microsoft Customer Experience Platform  Introducing Microsoft Customer Experience Platform: A complete marketing solution for connected experiences. Customer Experience Platform | Microsoft  Collaborative Apps  Accelerate cross-organization collaboration with Dynamics 365 and Microsoft 365 CREDITS Music by: StockSounds Title: Energetic Upbeat Pop Summer Licensee: Cloverbase Limited Support the show (https://www.buymeacoffee.com/nz365guy)

Local Small Business Coach | Improve Your Profits & Sales

How on earth do businesses with poor customer service even stay in business? Does this mean that you don't even need to focus on customer service? Does it even really matter? ```  **TIPS for RUNNING A PROFITABLE SMALL BUSINESS**   Want more? Here are some popular videos I have on YouTube: HOW TO PRICE YOUR PRODUCTS CORRECTLY HOW TO PRICE YOUR SERVICES CORRECTLY HOW TO READ A PROFIT & LOSS STATEMENT   ~~~~ YOUTUBE CHANNEL: BABO Learning for Badass Business Owners Get Your Badass Business Owner Merch WEBSITE: BABOLearning.com   ~~~~ FREE GUIDES / TOOLS FREE eGUIDE: 8 Steps to Earning $100,000 in Income in Your Small Business FREE eGUIDE: How to Read a Profit & Loss Statement FREE Start Up Guide for Starting a Business Free eBook: 10 Questions to Ask in Your Business Get Your FREE Business Health Check     COURSES *** Understanding Your Business Numbers *** Start a Local Small Business     ~~~   Local Small Business Owners are the Backbone of All of Our Communities!      The Badass Business Owner Podcast is for Small Business Owners who are tired of living job to job but want to grow their business income & their personal income. In each episode, we discuss how to increase your profits, boost your sales, improve your processes and develop stronger teams.     WHO THIS CHANNEL IS FOR: small business owners who serve their local community, local small business owners, service based business owners, mobile businesses, brick and mortar businesses, handymen, landscapers, pool cleaners, cleaning services, carpet cleaners, window cleaners, ice cream shops, QSRs, restaurant owners, mechanics, plumbers, electricians, real estate agents, dog groomers, franchisees, tradesmen, medical, dentist, insurance, pet business owners, cake makers & those looking to increase profits, boost sales, improve processes and develop stronger teams. Entrepreneurs who want to make more money. Those who want to know their business numbers better!    **Occasionally, there might be an affiliate link to products I recommend. I do receive a small commission (no extra cost to you) but I promise, I only recommend things I feel will benefit your business, mindset or goals   #BABOLearning #KnowYourBusinessNumbers #BadassBusinessOwnerPodcast

Press 1 for Nick
[REPLAY] David Avrin [Customer Loyalty]

Press 1 for Nick

Play Episode Listen Later Dec 6, 2021 36:28


Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. ***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★

Colony Confidential
Upgrade your Customer Service

Colony Confidential

Play Episode Listen Later Dec 2, 2021 24:12


Grit PPO's Founder and President Margaret Garcia joins Ed and Joe in this informative episode that focusses on the front line staff and the importance of Training and Development.  Grit PPO is able to provide stellar customer service and is an outsource call center for Pest Control, Wildlife and lawn care industries. Working in a variety of softwares, Grit's team promises a human touch in a digital world.   Get a sneak peek into their operation, how they think and the keys to getting the most skilled customer service representatives in the home services industry.

BizQuik
S02E096 - Customer Service with Stacy Traxler

BizQuik

Play Episode Listen Later Dec 2, 2021 28:13


Julie and Corey are joined by Stacy Traxler who is a partner in Certivium with the SB PACE team. On the front end, Julie and Corey talk about launching Certivium and how their approach to social media management is different and better. Once Stacy joins, they talk about borrowed courage and learning how to do things on the fly. They cover the need to be flexible and how businesses need to be comfortable giving up control of their customers. The three talk about the value of outsourcing and automation and finish the show by discussing thinking outside of the box. Connect with Stacy and learn more about Certivium on the website (www.certivium.com) Ready to Accelerate Your Growth? Check out our small business coaching program (https://www.sbpace.com/small-business-coaching) Follow our podcast on Instagram (@bizquik.podcast), and if you want to learn more about SB PACE, head on over to our website SBPACE.com. You can also find us on the following social media platforms: Facebook (SB PACE) Instagram (@sb.pace) LinkedIn (@sb-pace) Twitter (@sb_pace) YouTube (SB PACE) If you like our intro, hit up Pat Hilton on Instagram (@pathiltonlive) You can buy our book, Seriously? Now What?! A Small Business Guide to Disaster Preparedness, on Amazon. BizQuik is a Traxler-Harris production. #Podcast #entrepreneurship #startup #businessowners #businesscoach

StartEdUp Podcast
Tracy Bullock: The 5 "E's" You Must Master

StartEdUp Podcast

Play Episode Listen Later Dec 2, 2021 39:31


Tracy Bullock brings over 30 years of business development experience at Procter & Gamble to her Sandler Training business. She builds and delivers Sandler professional development programs in Leadership, Management, Sales, and Customer Service for companies of all sizes. In this Podcast, Tracy touches on: The 5 E's of Leadership: Envision, Enable, Engage, Execute, and Energize Communications Styles – action vs. reaction ‘No Judgement Zones' as an academic class! Tracy was awarded Outstanding Woman in Business in 2019 by the Phoenix Business Journal. She has served on the Board of the Tempe Chamber of Commerce, and currently serves on the boards of both PIVIUM and Project 2121

Good Advice: Do Business Better with Blake Binns
#241 - Customer Service is Not a Selling Point

Good Advice: Do Business Better with Blake Binns

Play Episode Listen Later Dec 1, 2021 46:32


"We have great customer service." Ever found yourself saying this? If so, you may be falling into one of the most common mistakes for business owners. We talk about avoiding the Customer Service trap while also building intentional customer experiences that turn buyers into raving fans.  Enjoy this episode? Check out our Patreon where you can support the podcast via Patreon.com/GoodAdvice.

THINK Business with Jon Dwoskin
Coffee with Jon: Morning Caffeine For Your Business - Talking Customer Service

THINK Business with Jon Dwoskin

Play Episode Listen Later Dec 1, 2021 3:48


Join us in this BREWtiful day as Jon and Jared Rothberger, CEO of Jan-Supply and Jan-Pro Detroit, talks about customer service. Connect with Jon Dwoskin: Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin  Instagram: https://www.instagram.com/thejondwoskinexperience/  Website: https://jondwoskin.com/  LinkedIn: https://www.linkedin.com/in/jondwoskin/  Email: jon@jondwoskin.com  Get Jon's Book: The Think Big Movement: Grow your business big. Very Big!

Press 1 for Nick
Dr. Frederic Bertley - President at COSI [Science Experience]

Press 1 for Nick

Play Episode Listen Later Dec 1, 2021 21:22


Dr. Bertley is a scientist, scholar, and evangelist for innovative thinking. As the President and CEO of COSI, he is shepherding the leading science center to its next iteration in a legacy of success.02:20 For those listeners who are not familiar with COSI, please tell us a bit about you.05:00 What is the COSI Guest Experience? How much emphasis is put on the guest experience?08:00 How has COSI been impacted over the last 20 months?12:20 Tell me more about COSI Connects?13:42 What's next for COSI? How did that come to fruition?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★

Advice from a Call Center Geek!
Deep Dive into Upcoming Vaccine Mandate for Contact Centers

Advice from a Call Center Geek!

Play Episode Listen Later Nov 30, 2021 20:08


Friends, we have done deep into the law here with our attorneys to create a full policy for the upcoming January 4th mandated date for all companies, (we are focusing on contact centers) that have over 100 employees to comply with the government vaccine mandate.After you listen to this episode, you will be fully versed in the law, the dates that are of importance, what constitutes vaccinated, and what you can and cannot legally ask your employees about their vaccination status.On top of all that, if you do not have a Vaccine Mandate Policy, I am more than happy to not only give you ours, but also our one-pager for the employees, and the documents you need to keep track of is employees are vaccinated, unvaccinated, getting weekly testing, or have exemptions.To download our policy, we have posted it here on Linkedin:Vaccine Mandate Policy Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Ecommerce Brain Trust
‘The Brilliant Basics' - Lessons From the 2021 Omnichannel Retail Index - Episode 216

Ecommerce Brain Trust

Play Episode Listen Later Nov 30, 2021 22:12


In today's podcast, we talk with Kathy Kimple about the 2021 Omnichannel Retail Index, a study conducted every year that aims to evaluate how retailers and brands from multiple verticals are implementing key digital and omnichannel features as well as to give us insight into the best practices and table stakes. What are the most common features and functions in online retail and which ones should you focus on to boost your conversion rate? Make sure you tune in to find out more! Kathy Kimple is the Chief Retail Officer of FitForCommerce, a specialty ecommerce and digital consultancy. She has over 30 years of experience in retail with a focus on retailers, brands, and grocery, covering digital strategy and store operations, registry, marketing, tech selection, and organizational design. 

Physical Therapy Owners Club
The Feel Good Experience: Growing Your PT Practice with 5-Star Customer Service with Steve Line, PT

Physical Therapy Owners Club

Play Episode Listen Later Nov 30, 2021 38:12


Unlike other medical practitioners, you will be seeing your physical therapist several times each month or week. Aside from impeccable sessions, you will also be expecting quality - and welcoming - customer service every time. Steve Line, PT, author of The Feel Good Experience and co-founder of Columbus Physical Therapy in Columbus, NE, shares what it takes to improve patient compliance, engagement, and overall results - a 5-star patient experience that is intentionally created and trained. Steve and his team took the time to detail what an optimal patient experience is and what they needed to do to create it. He looks back on when they noticed an improvement in patient retention, cancellation rate, and referrals of family and friends. Steve shares some of the secrets detailed in the book on this episode.Love the show? Subscribe, rate, review, and share! https://ptoclub.com/

Farrside of Leadership
Episode 97-Customer Service...Or the Lack of It!

Farrside of Leadership

Play Episode Listen Later Nov 30, 2021 8:43


In today's episode, the topic of discussion is Customer Service...Or the Lack of It!You can listen to Farrside of Leadership on Apple Podcast, Spotify, Amazon Music, Google Podcast, or probably any other app that you prefer.Email me with your thoughts and ideas for future episodes.Please share this episode and subscribe to the podcast.Visit https://www.farrsideofleadership.com or https://www.terryfarr.com.Make it a great day.Terry Farrterry@terryfarr.com601-916-2645

The Modern Customer Podcast
How To Successfully Use NPS

The Modern Customer Podcast

Play Episode Listen Later Nov 30, 2021 33:13


Net Promoter Score, or NPS, is one of the most widely used customer experience metrics across all industries. But according to its creator, Fred Reichheld, countless companies are doing it wrong and end up abusing the system.  The Net Promoter System involves asking a simple question to customers, typically after an interaction with a brand—how likely are you to recommend the brand or company to family and friends?  Best-selling author Reichheld says the core principle of NPS is love and the idea that you should treat others the way you would want a loved one to be treated. Reichheld created the Net Promoter System before cellphones were widely used, and the system has grown with new digital technologies. Even as the digital world grows, the core of NPS is timeless and is just as relevant today as ever.  The issue with using NPS in our modern world, Reichheld says, is that too many companies are sloppy about how they ask the question, including asking it at inopportune times, asking it too frequently or using it as a relationship question to grade employees. Many companies reach out to customers after a contact center interaction and ask the question with a strong implication that the service rep will get in trouble if they don't receive a perfect score.  Instead of a way to discipline or grade employees, NPS is about tracking how well customers are treated and how loved they feel by the company.   Successfully using NPS starts with a company culture of loving and serving customers. Leaders set the example as they inspire their employees to make customers' lives easier and better. Reichheld says the customer-first philosophy has to be at the center of every conversation and decision of leaders. When leaders set the example of running their companies as a way to show their love for customers, it comes through in how employees interact with and serve customers and leads to higher Net Promoter Scores.   With that mindset, companies can focus on asking the NPS question at the best times instead of throwing survey requests out left and right to get a mountain of abstract information. It can also lead to NPS innovation and reaching customers in convenient ways.  NPS is a powerful tool for all companies, but it has to be rooted in the right mindset: love and service. As leaders and employees aim to love their customers and treat them how they would friends and family, the NPS process is improved and scores will continue to rise. *This episode is sponsored by Quiq. Quiq is a leading conversational AI platform that drives two-way conversations to deliver a better experience for people and brands. Quiq enables enterprises to connect and engage in two-way conversations with their customers across varied messaging channels — including Facebook Messenger — in more than 170 languages. Quiq is the future of business-to-consumer messaging; it's the wingman every brand and CX'er needs. _______________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.  Join the new Customer Experience Community here.  

CX Chronicles Podcast
CXChronicles Podcast 147 with Mike Myer, CEO at Quiq

CX Chronicles Podcast

Play Episode Listen Later Nov 29, 2021 44:26


Hey CX Nation,In episode #147 of The CXChronicles Podcast we welcomed Mike Myer, CEO and Founder at Quiq based in Bozeman, MT. Quiq is powering the next generation of business to consumer communications through async messaging. People text all the time with family and friends -- why not text with every business that you support?Through Conversational AI and Next Gen Contact Center, Quiq's Conversational Platform drives increased revenue, improved efficiency and higher CSAT for clients in eCommerce and Customer Care.Adrian and Mike chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Quiq as they've built & grown their company and team.**Episode #147 Highlight Reel:**1. What it's like selling your company to Oracle early on in your career & finding that major first win as an entrepreneur. 2. How every business can text message with their customers like they do their family & friends 3. Why Facebook, Apple, & Google have all invested in building their text messaging platforms 4.  Leveraging asynchronous messaging throughout the customer journey & buying process  5. Why managing your customer messaging through text can be far more cost effective & lead to higher satisfaction Huge thanks to Mike for coming on the CXCP and featuring his team's work and efforts in pushing the customer communications space into the future. Click here to learn more about Mike MyerClick here to learn more about QuiqIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way that we can find new listeners, guests and future CX'ers & Customer Success pros to tune into our customer focused business leader show. And with the holidays coming up be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon! We also have team rates if you're looking to scoop-up several copies for your CX or CS team. Reach out to CXC at INFO@cxchronicles.com for more information & please remember to make happiness a habit!Support the show (https://cxchronicles.com/)

Press 1 for Nick
[REPLAY] Leslie O'Flahavan [Consistent Communication]

Press 1 for Nick

Play Episode Listen Later Nov 29, 2021 35:22


Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★

Contractor Cents
Contractor Cents - Episode 193 - How to Scale Your Company Using Customer Service

Contractor Cents

Play Episode Listen Later Nov 29, 2021 17:53


How to Scale Your Company using Customer Service My guest, Jammie Wong gives you 5 ways to scale your company with Customer Service. Podcast Sponsor is Profitability Movement - https://profitability-movement.mn.co Ruth King Twitter - @RuthKing LinkedIn - https://www.linkedin.com/in/ruthking1/   Podcast Produced by Nick Uttam LinkedIn

Crickets to Cha-Chings
Michelle Built a Full-Fledged Business in 6 Months by Prioritizing Personalization and Customer Service

Crickets to Cha-Chings

Play Episode Listen Later Nov 29, 2021 29:09


In this week's episode, Lauren interviews Michelle of Lushy Labels! Michelle's personalized wine label Etsy store boomed with 2,000 sales in just 6 months! Learn why she believes prioritizing personalization and customer service are two major keys to standing out on Etsy.  Etsy: https://www.etsy.com/shop/LushyLabels Instagram: https://www.instagram.com/lushylabels/ Facebook: https://www.facebook.com/LushyLabels/ Pinterest: https://www.pinterest.com/lushylabels/_created/

Arroe Collins
C.T.C.S. Episode 15 Grumpy Turkeys

Arroe Collins

Play Episode Listen Later Nov 28, 2021 10:15


I'm C.T. When I'm not hosting podcasts I'm in the real world. Everybody has to work. My job is C.S. Customer Service. Solutions, relationships and generating motivation to keep my team pumped and connected to every guest who chose to stop in to pick up a few things or large baskets with everything. This is C.T.C.S. Episode 15 Grumpy Turkey's

l8nightwithchoccy's podcast
A conversation with Paul 'CHIEF AKA GO-GO" Gomez

l8nightwithchoccy's podcast

Play Episode Listen Later Nov 26, 2021 153:11


Our guest this week got his start with a Quiksilver sponsorship at age 14. At 17, Danny Kwock gave him his first job in the industry and the rest is history. The laundry list of jobs throughout his incredible career are impressive. We know we are going to be missing a few, but here goes.... Customer Service, Surf Team Manager, Senior Vice President of Global Events and Brand Entertainment Manager, Nightclub Promoter, Music/Band Manager, Senior Vice President of Marketing, CEO, and Co-Founder of Hurley. There is no BULLSHIT with this guy, he is a straight shooter, and one of the most feared and appreciated personalities in the business. We welcome Paul "CHIEF aka GO-GO" Gomez!See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Cybercrime Magazine Podcast
Life Hacks. Customer Service, Popcorn, USB Ports. Zack Hack, WCYB Radio.

Cybercrime Magazine Podcast

Play Episode Listen Later Nov 26, 2021 1:21


Life Hacks provides listeners with tips, tricks, and techniques for hacking their way to an easier, more productive life. Hosted by Zack Hack, WCYB Radio. • For more on cybersecurity, visit us at https://cybersecurityventures.com

No Middle Ground
Customer Service

No Middle Ground

Play Episode Listen Later Nov 26, 2021 48:27


Customer Service Secrets by Kustomer
Avoid This Customer Service Mistake | Matt Dixon

Customer Service Secrets by Kustomer

Play Episode Listen Later Nov 25, 2021 35:34


Today we're revisiting one of our previous episodes with Matt Dixon. We talk with Matt Dixon from Tethr about some of the latest and greatest trends in customer experience at the time of this recording. Matt is known for his statements on how we shouldn't try and delight our customers. He explains this further and how we need to redirect our focus to reducing effort for our customers and make it easier for them. So rather than focus on putting out fires, prevent the fires altogether. He also gives direct advice on how to apply this, false myths of customer experience and what kind of people to hire. Intro to Matt 2:22Don't Delight your customer 4:22How to Start Applying it 16:12Tethr 29:18“When something's gone wrong and the customer reaches out and they're trying to get a problem fixed, those customers whose expectations are exceeded, are actually no more loyal than those whose expectations who were simply met.” 6:11

CX Chronicles Podcast
CXChronicles Podcast 147 with Chelsea Bedard, Chief Revenue Officer at Cann

CX Chronicles Podcast

Play Episode Listen Later Nov 24, 2021 39:08


Hey CX Nation,In episode #147 of The CXChronicles Podcast we welcomed Chelsea Bedard, Chief Revenue Officer at Cann based in Los Angelas, CA. Cann is the #1 selling THC-infused beverage in California according to BDS Analytics. Founded by Stanford and Harvard graduates, Cann is reshaping social drinking with their microdosed, non-alcoholic beverages that deliver a perfect, uplifting feeling every time. Chelsea shares her experiences of building the sales & revenue team at Cann and what she's learned  on her personal journey about finding new customers, understanding their needs and working hard at keeping them coming back again and again in the future. Adrian and Chelsea chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Cann as they've built & grown their company and team.**Episode #147 Highlight Reel:**1. How Cann is taking a totally different twist on the burgeoning cannabis industry & changing the future of drinking 2.  Building a diverse team focused on solving problems & collaborating at all costs3.  Leveraging product & merchandise placement to get your product visibility higher & increase sales4.  Why managing your company's mistakes is one of the biggest hurdles for any business as it scales 5. The power of using the start, stop, continue methodology! Huge thanks to Chelsea for coming on the CXCP and featuring her team's work and efforts in pushing the THC-infused beverage space into the future!Click here to learn more about Chelsea BedardClick here to learn more about CannIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Reach out to us now at INFO@cxchronicles.com for more informationSupport the show (https://cxchronicles.com/)

SUMM IT UP
Front (Desk) and Center with Julie Molina

SUMM IT UP

Play Episode Listen Later Nov 24, 2021 38:28


The front desk is the first place a guest goes when they walk into a salon, and their last stop on the way out.  Yet front desk team members often don't get the respect and credit they deserve - and that's putting it mildly!  Julie Molina is a Certified Front Desk Trainer and team leader with Summit Salon Business Center, and a shareholder and stylist at Soto Signature Salon & Spa in Perrysburg, Ohio. In this episode, Julie and Blake Reed Evans get real about retaining front desk talent, while preparing front desk staff- and management, for the guest drama that comes their way. Plus, how to turn a profit at the front desk. SUMM IT UP is produced by Andrea Muraskin, with editorial support from Tim Fisk. Follow Summit Salon Business Center on Instagram @SummitSalon.Follow guest Julie Molina on Instagram @molina.jules.Follow host Blake Reed Evans on Instagram @BlakeReedEvans. His DM's are always open! Download free resources and learn about Summit's front desk training at summitsalon.com/divisions/front-desk-divisionVisit us at SummitSalon.com  or join our Summit Salon Community on Facebook to connect with others in the industry.  Get in touch with Summit and let us know what you think of the podcast or who you'd like us to interview next.  

Press 1 for Nick
Brian Solis - Global Innovation Evangelist at Salesforce [Marketing]

Press 1 for Nick

Play Episode Listen Later Nov 24, 2021 55:33


Brian Solis is a world-renowned digital anthropologist and futurist who serves as Global Innovation Evangelist at Salesforce. Brian is also an 8x best-selling author and international keynote speaker.Brian shared his latest research on CX and its new trajectory as a result of the pandemic at the 2021 AMA Ignite that I moderated. He also explored how marketing can take the lead to unify the organization around the customer's experience and the future of business growth.***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★

Trials & Trebuchets
Episode 148 - Wildcliff Customer Service Department

Trials & Trebuchets

Play Episode Listen Later Nov 24, 2021 83:33


This week on Trials & Trebuchets, the Students check on their plants, give some fashion advice to a student in need, join the faculty, and serve the common good through answering customer service questions! Instagram | Twitter | Discord | Patreon  If you enjoyed this episode, tell a friend or leave a rating and review on Apple Podcasts! Autumn's Mend Part 4

B2B Mentors
How Marketers Can Get ANYONE'S Attention and Turn It Into Deals

B2B Mentors

Play Episode Listen Later Nov 23, 2021 42:54


Scott Cassidy began his professional career as a copier sales rep in the Bronx and Harlem. After 6 years at Kodak, and a brief stint selling software, Scott began a long career at American Power Conversion where he held leadership positions in Order Management, Customer Service, Tech Support, Inside Sales and the last 15 years in Marketing. When Schneider Electric acquired APC, Scott was tapped to run the marketing function for the Industry Business Unit which led to his last position as VP of Marketing Communications, Events and Sponsorships for all business units in North America. In 2018, Scott joined ASLAN Training and Development as Chief Marketer as well as consultant and facilitator. In his role as CMO for Cenergistic, Scott's focus on all aspects of marketing that exist today. Follow Scott on LinkedIn here: https://www.linkedin.com/in/scott-cassidy-1858141/Learn more about Cenergistic on their website here: https://cenergistic.com/Get access to all past and future podcast episodes: https://www.activeblogs.com/b2b-mentors/Follow and connect with the host, Connor Dube on LinkedIn here: https://www.linkedin.com/in/socialsellingexpert/Instagram: connor_dubeIf you're already thinking you need to find a more efficient way to conquer your monthly B2B content like blogs, newsletters, and social media – we'd like to show you how we can improve the quality, save you tons of time, and achieve better results! To learn more visit www.activeblogs.comEpisode Summary:Scott Cassidy — CMO at Cenergistic, Strategist, Speaker, Sales Leader, and Podcaster — joins Connor to talk about getting more attention with your marketing — and converting that attention into deals. Learn how to prioritize your customers' needs and the benefits of a comprehensive understanding of your company's customer experience. Recognize and leverage the math behind marketing, and get your sales and marketing teams working together to produce better results for your company and your customers.Key Takeaways:Prioritize what the client needs — what's important to your customer — ahead of what's important to your marketing team, your sales reps, and even your company. Why is what you have important to them? What problems can your product or service solve for them? Putting customer needs first is the key to long term success.We say marketing is 50% art and 50% science. Today, the science of marketing is all about data and math. Potential customers can find a lot of information about your company without ever involving you, so they're about 70% of the way to deciding on your product or service before your sales rep is invited to the table. To figure out what they're looking for, marketers should recognize and utilize relevant data analytics.Sales and marketing are two sides of the same coin. In some companies, the culture pits them against each other, but they both work better — more efficiently and more effectively — when they're part of the same team. Sales reps can rely on marketing to create content with the information potential customers want and need, and marketing can get content direction, such as FAQs, from the sales team.Hope you enjoyed this episode of B2B Mentors! Make sure to subscribe on your favorite podcast platform. Leave us a 5-star review, so your friends and colleagues can find us too. B2B Mentors is brought to you by activeblogs.com. Head over to our Content Trifecta page to schedule a chat with Connor about custom marketing content solutions for your company and the Content Trifecta effect!

The Moving Mastery Podcast with Louis Massaro
Customer Service Best Practices for Moving Companies

The Moving Mastery Podcast with Louis Massaro

Play Episode Listen Later Nov 23, 2021 44:15


In this episode of The Moving Mastery Podcast, Louis Massaro shares how to systematize your customer service in your moving company.  You'll learn: Why you must consistency from the sale all the way to the service in your moving company What you can do before, during, and after the move to ensure that your customers are satisfied with your service How to get more 5-star reviews We see a lot of great moving companies out there that have integrity, they care about their customers and they really run a great business, but they get caught up because they don't have their customer service process in place. No matter how good you run your business, there will be some problems from time to time. Complaints, damage claims, unhappy customers… These are all part of the business. So, it's important to find a way to reduce them, handle them systematically, and use those issues as opportunities to improve and make your moving company better. In this eighth episode of the Moving CEO Scaling Series, Louis shares how to systematize your customer service. He gives you five of his best tips for minimizing customer complaints and making sure that your entire customer service process is on point. When a complaint does come in it can be easy to take it personal. Which is totally understandable, but the key is to get past that place and see that if you could just systematize your complaint process to where when the complaint or a claim comes in, here are the exact steps that happen, and you resolve it quickly and move forward. It will make everything run so much more smooth and not throw off the rest of your operation. Learn how to get your customer service process to be steady, consistent, and ready to grow with you as you grow your business by watching Customer Service Best Practices for Moving Companies now! Go and download the last few episodes as well! Subscribe to Louis's YouTube channel for more tips on growing your moving company. Get free on-demand video training on how to book more moves and learn The 6 Stages of a Moving Company Sales Machine. Go to www.LouisMassaro.com/6stages Follow Louis on Instagram for daily tips and motivation. www.Instagram.com/LouisMassaro ABOUT Louis Massaro is the world's leading moving business trainer and success coach. He's the founder and CEO of Moving Mastery, a training, coaching, and education company dedicated to helping moving company owners, managers and employees reach higher levels of success in their business. Through his coaching programs, online training and live seminars he's helped hundreds of people unlock their full potential by giving them the strategies and systems to take their moving business to the next level. Louis opened his first moving company at 19 years old with two rental trucks and after overcoming many challenges and struggles, he went on to build a $20 million a year business. His company, Neighbors Moving & Storage had locations nationwide performing local moves, long-distance moves as well as storage. After 16 years of success in the moving business, Louis sold his companies and is dedicated to helping others “Profit in Their Business and Thrive in Their Life”.

Shopify Masters | The ecommerce business and marketing podcast for ambitious entrepreneurs
How This Pet Accessories Maker Expanded by Producing an Online Course

Shopify Masters | The ecommerce business and marketing podcast for ambitious entrepreneurs

Play Episode Listen Later Nov 23, 2021 61:08


You'll learn from these two entrepreneurs how they made collars that cats love to wear. For more on Supakit and show notes: www.shopify.com/blog/supakit-online-course?utm_campaign=shopifymasters&utm_medium=youtube&utm_source=podcast Tune in to learn How to identify which projects to abandon and which to keep Why entrepreneurship is not always about acting fast Why they made a digital course for their product line 

Arroe Collins
C.T.C.S. Episode 15 Grumpy Turkeys

Arroe Collins

Play Episode Listen Later Nov 23, 2021 10:15


I'm C.T. When I'm not hosting podcasts I'm in the real world. Everybody has to work. My job is C.S. Customer Service. Solutions, relationships and generating motivation to keep my team pumped and connected to every guest who chose to stop in to pick up a few things or large baskets with everything. This is C.T.C.S. Episode 15 Grumpy Turkey's

Arroe Collins
C.T.C.S. Episode 15 Grumpy Turkeys

Arroe Collins

Play Episode Listen Later Nov 22, 2021 10:15


I'm C.T. When I'm not hosting podcasts I'm in the real world. Everybody has to work. My job is C.S. Customer Service. Solutions, relationships and generating motivation to keep my team pumped and connected to every guest who chose to stop in to pick up a few things or large baskets with everything. This is C.T.C.S. Episode 15 Grumpy Turkey's

Monetization Nation Podcast
Why Customer Service is Important

Monetization Nation Podcast

Play Episode Listen Later Nov 22, 2021 21:45


Dr. Kelly Henry is a chiropractor who grew his clinics into one of the top producing chiropractic offices in the nation. Dr. Kelly is also the author of Define and Deliver Exceptional Customer Service. Today, we're going to discuss how great customer service can help grow our businesses. Read more at: https://monetizationnation.com/blog/why-customer-service-is-important/

Press 1 for Nick
Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNow

Press 1 for Nick

Play Episode Listen Later Nov 22, 2021 33:57


Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNowWhere does the Customer Experience Start?Why is it important to involve your employees in the decision-making process to deliver great CX?What specifically should the employee be involved with? Should they have an input in technology selection, onboarding, operations, marketing? Where does it stop?Let's talk about Technology next. Why do most companies feel that technology is always the solution?What happens if the technology is too complex or not integrated correctly? What does that do to morale or productivity?What makes CX professionals agents of change? How is that different than other leaders in the organization?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ v★ Support this podcast on Patreon ★

The Untrapped Podcast With Keith Kalfas
The Reason Why You Have Crappy Customer Service is BECAUSE YOUR PRICES ARE TOO LOW

The Untrapped Podcast With Keith Kalfas

Play Episode Listen Later Nov 22, 2021 9:43


Reminiscing about that moment when I had an epiphany about being in the field made me recollect how I went through the trouble of providing crappy customer service to clients I once had a good relationship with. It seemed vague back then. Even though I was doing my best, my performance kept falling short at levels I wasn't expecting.   Eventually, I realized what was wrong. It was because my pricing was too low!   It might feel wrong to raise your price now, even though you deserve a life of fulfillment and bliss, but that will pass. This episode is all about why it isn't a bad idea to raise your price for the service you provide.   “If you are a good person and you're providing a crap service, that's really going to mess with your mind and your emotions because that's not who you are. You are a person who has integrity. You're a person who's on time. You're a person who does great work and provides service. If you can't provide that because you can't afford to, you can literally go nuts.”   – Keith Kalfas      Why do you have to listen to today's episode?  02:40 – Remembering an epiphany I had several years ago, I began offering mediocre customer service because of my low price.    03:14 – Working alone because you can't afford another person to help you can lead you to provide poor customer service to customers who don't care that much except for wanting their stuff done right.    05:07 – It can be very frustrating to provide poor customer service. It can even make your mind muddled to think about charging low prices or high prices. But, the bottom line is that you will still lose some.    06:53 – The trouble of being a poor service provider usually results in a breakdown, causing one to neglect the duties of taking care of oneself and everyone else. That's when you increase your prices.    07:35 – You may want to try this reverse engineering experiment if you're having a hard time thinking about how to charge your clients. Key Takeaways   “If you can't afford to have a secretary on the phones or to have people helping you get the work done in a timely manner, trying to do everything yourself, you will start providing lower-quality service and lower quality communication, because you're only one person.”   “The customers don't care if your price is the highest or the lowest. They don't care if you're not making any money or you're living in a cardboard box. It's not much of their concern. They want their stuff done. They want it done right. They want it done beautifully. They want it done in a timely manner. They expect great communication. They'll be upset and complain about you if you don't do all these things right.”   “When you have a breakdown, who do you not take care of? You're not taking care of you, you don't take care of your clients, and you don't take care of your family. Now, everybody hates you, including you.”     Connect with Keith    Facebook Instagram  YouTube LinkedIn Website   Resources/People Mentioned: Get my brand new, revised, and extended program called “The Entrepreneur Bundle” by visiting my website (https://www.keithkalfas.com), and learn how to take your business to the next level now! I have packaged a collection that talks about getting your finances impeccably organized, helps you master marketing, and later on, hop on influencer marketing to build a larger audience online, and so much more for only $247 – a big promo drop from the usual price of $1000. Go to https://www.keithkalfas.com and check it out now!   My Website: Official Site Keith Kalfas My Blog: The Blog of Keith Kalfas My Resources: Resources (keithkalfas.com) Get My Landscaping Business Startup Course: How to Start a Landscaping Business RIGHT NOW (keithkalfas.com) Get My Free PDF Download The "7 Steps To Marketing Your Business" 7 Steps to Marketing Your Business Online (keithkalfas.com) Try Jill's office today and get a $25 discount when you say or type untrapped; go to Jill's office.com. If you liked the show, please leave us a well-written, positive 5-star review. You may click here.

The Fearless Networker Show
E154: The Cheater's Way To Mastering Attraction Marketing On Facebook

The Fearless Networker Show

Play Episode Listen Later Nov 22, 2021 13:00


In today's episode, Todd Falcone talks about…The cheater's way to mastering attraction marketing on Facebook. Once you go through this training you'll have the power to step up your attraction marketing game.

Your Career Podcast with Jane Jackson | Create Your Dream Career

When it comes to reinventing your career, the only way to do so successfully is to start from a solid foundation of self-awareness and clarity of purpose.With The Great Resignation a hot topic of discussion this year due to the effects of Covid, before making a major change it is essential to take the time to pause, reflect and consider what is really important in your life and career.Thank you for joining me to listen to my latest episode of Your Career Podcast, and I hope that each episode brings you an additional spark of inspiration.My special guest today is Helen Mac who has successfully reinvented her career and now runs her own consulting business helping businesses to optimise their outcomes. With clarity of purpose, she has reinvented her lifestyle, her relationship and her business.If YOU want clarity of purpose, visit The Careers Academy where you can download a number of valuable and free career support resources to set you well on your way!I can recommend my Career Clarity Pack which helps you to identify your values, your motivators and de-motivators, skills, knowledge and transferrable skills as well as the legacy that you would like to leave as a result of your beautiful time on this earth.Now, let's find out about this lovely and talented lady:Helen Mac brings decades of experience to her work with business owners and organisations. She's passionate about showing her customers how to get the “best possible” results from their businesses and their teams.  An expert in optimising outcomes, Helen combines practical Psychology with business acumen, creating a nimble and flexible approach to increase business success.   Her journey has been a varied one, from Recruitment both in-house and as a consultant, through Human Resources to roles in Customer Service. She has run a National Training Business for the last 20+ years, as well as her own business development consultancy.   Along the way, she became a Certified Speaking Professional and is a Past National President of the Professional Speakers Australia, As a business coach & professional speaker, Helen has worked with micro to corporate businesses around the Asia Pacific region including General Motors, ANZ Bank, Microsoft, Ericsson, GE Capital, Hewlett Packard and Tupperware.   In the past decade, she has reinvented her lifestyle, her relationship, her business… and The Great Trentham Spudfest to name a few of her successes! 

Arroe Collins
C.T.C.S. Episode 14 Chillin With The Turkeys

Arroe Collins

Play Episode Listen Later Nov 20, 2021 7:21


I'm C.T. When I'm not hosting podcasts I'm in the real world. Everybody has to work. My job is C.S. Customer Service. Solutions, relationships and generating motivation to keep my team pumped and connected to every guest who chose to stop in to pick up a few things or large baskets with everything. This is C.T.C.S. Episode 14 Chillin with the Turkeys

Advice from a Call Center Geek!
Engaging Associates During the Holidays- Social Media, Motivations, and let's Talk Holiday Bonuses

Advice from a Call Center Geek!

Play Episode Listen Later Nov 18, 2021 15:39


The week before Thanksgiving is a great time of the year.  It's time where you can reset some of the negativity that you may have in your contact center, and accent the positivity using some motivational tactics that really get a boost when paired with the holiday season.In this episode (129) we talk about ways to engage and motivate employees during the holidays, ways you can utilize social media with your teams better to motivate and enhance culture, and we also discuss bonuses and some bonus structures that I have used in the past in the contact center environment.This episode is all about your agents and helping develop the culture you want.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Resoundingly Human
Resoundingly Human: Customer service calls: To transfer or not to transfer? ‘When' is the question

Resoundingly Human

Play Episode Listen Later Nov 18, 2021 22:58


In an effort to address customer questions and concerns as thoroughly and quickly as possible, service centers such as call centers and back-office support organizations often employ frontline workers to handle some of the more common issues. These workers may end up addressing customer questions themselves, or transferring them to another employee with more expertise in that area. Since these workers provide a gateway to an expert, they are sometimes referred to as ‘gatekeepers.' An important part of the gatekeeping process is knowing when to stop working on the customer problem and transfer. But, this presents the gatekeeper with some difficult tradeoffs. On the one hand, transferring too early can lead to expert employees in other departments tied up addressing customer issues that could have been handled without a transfer. On the other hand, transferring too late can frustrate customers who feel stuck with an employee who is unable to address their concerns as well as extend the waiting times of customers in the frontline queue. For managers, an important part of their role is to design incentives that help these frontline employees manage this process to the benefit of the organization. These incentives can take the form of bonus compensation, shift assignments, and promotions. However, balancing these incentives can be challenging and if not managed correctly, can actually negatively influence the employees' decision-making process. This is the topic of a recent study selected for publication in the INFORMS journal Operations Research from a team of researchers at the Carey Business School at Johns Hopkins University. It provides valuable insights on how to effectively incentivize frontline workers such as call center agents and customer service employees. Joining me is Brett Hathaway to discuss the team's work titled: “The Gatekeeper's Dilemma: ‘When Should I Transfer this Customer?'”

CX Chronicles Podcast
CXChronicles Podcast 145 with Jason Hennessey, CEO at Hennessey Digital

CX Chronicles Podcast

Play Episode Listen Later Nov 17, 2021 43:35


Hey CX Nation,In episode #145 of The CXChronicles Podcast we welcomed Jason Hennessey, CEO at Hennessey Digital based in Los Angelas, CA.Jason Hennessey is an internationally-recognized SEO expert, author, speaker, entrepreneur, and business executive. Since 2001, Jason has been reverse-engineering the Google algorithm as a self-taught student and practitioner of SEO and search marketing.His expertise led him to grow and sell multiple businesses, starting with a dot-com in the wedding industry. After presenting his SEO knowledge to a group of lawyers in 2009, Jason founded and later sold Everspark Interactive, cementing his reputation as a thought leader and authority in SEO for the legal industry. As CEO of Hennessey Digital since 2015, Jason grew a small consultancy to a $10MM+ business that made the Inc. 5000 list for the second year in a row in 2020, and he also runs SEO industry news site iloveseo.com. Adrian and Jason chat through The Four CX Pillars: Team,  Tools, Process & Feedback to share some of the tips & tricks that have worked for Hennessey Digital as they've built & grown their company and team.**Episode #145 Highlight Reel:**1. Learning from other successful entrepreneurs to build your personal playbook for success 2. Leveraging the power of SEO to help future customers find your business & brand  3. Using case studies and past customer success stories to grow your business 4.  Focusing on team building & leveraging others experience to drive business growth 5. How you can convert customer & employee feedback into tomorrow's great ideas for your scaling businessHuge thanks to Jason for coming on the CXCP and featuring his team's work and efforts in pushing the talent & location intelligence space into the future!Click here to learn more about Jason HennesseyClick here to learn more about Hennessey DigitalIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers & be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business on Amazon today!Reach out to us now at INFO@cxchronicles.com for more informationSupport the show (https://cxchronicles.com/)

Press 1 for Nick
Charlie Godfrey - Senior Director at Genesys [Empathy]

Press 1 for Nick

Play Episode Listen Later Nov 17, 2021 34:37


Charlie Godfrey is the Senior Director at Genesys.01:00 What is one thing people might not know about you?01:50 Can you have Empathy with Technology?02:43 A lot of people talk about Empathy, but how do you make it real?10:50 What is the difference between Empathy and Sympathy?13:07 Can Empathy be taught?17:23 Should you deliver Empathy to your Customers or Employees first?Where do people fail with Empathy?20:07 How does empathy align with CX?24:50 Is it possible to have empathy at scale? Do you need tech involved?28:46 What book or person in customer service or experience has influenced you the most in the past year?If you could leave a note to all customer service professionals, what would you say?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★

Broker-to-Broker
Customer Service vs Consumer Experience: How To Anticipate, Manage, & Exceed Borrower Expectations (With Arman Ghamami) – Episode 92

Broker-to-Broker

Play Episode Listen Later Nov 16, 2021 36:03


Arman Ghamami, a mortgage broker and branch manager with C2 Financial, has become a high-producer by putting the borrower front-and-center. He personalizes their entire process, has staff dedicated exclusively to borrower questions, and automated procedures in place to streamline the client experience. For Arman, there is a distinction between customer service and consumer experience. Customer service is answering your client's call or replying to their email. It is the basic things you need to do to operate. Consumer experience is where Arman makes himself and his branch stand out. Throughout the loan process, Arman has an LO available to his clients to answer all questions they might have. Having an experienced loan officer available to answer borrowers' questions might seem simple, but it also goes a long way. He also established an automated outreach plan to consistently keep his borrowers up to date on what step of the process their loan is in. If a borrower is calling to ask for updates on their loan, then you've failed, Arman said.  A significant part of providing your borrower with a memorable experience is understanding their needs. Often, mortgage documents are challenging to understand, so Arman and his team take the time to explain everything to their borrowers in a way they would understand. His guiding principle is, “how would I want this process to go if I knew nothing about loans?” Along with acting as a true advisor for their clients, Arman and his team take the time to understand their borrower's specific needs and tailor their process to serve those needs best. If you can identify and meet their needs throughout the process, you will leave them with a memorable mortgage experience.  Arman's parting advice: It's okay not to know everything. If you focus on your borrower and find out their needs, then you will find success. We are all trying to make a living, but don't chase the money. If you put the borrower first, success will follow.  Notes: Getting into the Mortgage Industry (1:15)Growing Your Team for 2022 (6:00)Going Out On His Own (11:04)Customer Service V Consumer Experience (18:20)Parting Advice (31:21) This episode is sponsored by CF Wholesale

Optimal Business Daily
412: 8 Fresh Customer Service Ideas Worth Stealing by Shankar Ganesh with Neil Patel on Business Loyalty

Optimal Business Daily

Play Episode Listen Later Nov 16, 2021 10:17


Shankar Ganesh with Neil Patel shares 8 fresh customer service ideas worth stealing Episode 412: 8 Fresh Customer Service Ideas Worth Stealing by Shankar Ganesh with Neil Patel on Business Loyalty Neil Patel is a New York Times Bestselling author. The Wall Street Journal calls him a top influencer on the web, Forbes says he is one of the top 10 marketers, and Entrepreneur Magazine says he created one of the 100 most brilliant companies. He was recognized as a top 100 entrepreneur under the age of 30 by President Obama and a top 100 entrepreneur under the age of 35 by the United Nations. The original post can be found here: https://neilpatel.com/blog/customer-service-worth-stealing/  For startups, Notion can provide a full-on operating system for running every aspect of your company, keeping everyone aligned as you grow fast and take on more. Get up to $1,000 off Notion's team plan by going to Notion.com/startups  Visit Me Online at OLDPodcast.com Interested in advertising on the show? Visit https://www.advertisecast.com/OptimalStartUpDaily Learn more about your ad choices. Visit megaphone.fm/adchoices

Change Your Mindset
S4E46. Why is Customer Service So Difficult?

Change Your Mindset

Play Episode Listen Later Nov 15, 2021 10:08


Growing up, I worked in a family restaurant – I am Greek American, after all. My father took a different approach and purchased a liquor store. In both cases, providing excellent customer service was the standard because that is the formula to success in business. But if that's true, what the hell happened to excellent customer service? You want to be the firm that everyone raves about because you offer the kind of excellent customer service that everyone deserves – especially as it becomes harder to come by. To learn more, and for the complete show notes, visit: petermargaritis.com Change Your Mindset is a production of Crate Media Learn more about your ad choices. Visit megaphone.fm/adchoices

Press 1 for Nick
Carolyne Truelove - Head of Global Fan Experience at Fanatics, Inc. [Fan Experience]

Press 1 for Nick

Play Episode Listen Later Nov 15, 2021 31:41


Fanatics Carolyne Truelove is the Head of Global Fan Experience at Fanatics, Inc. Fanatics is changing the way fans purchase their favorite team apparel, jerseys, headwear, and hard goods through innovative, tech-infused approach to making and selling fan gear in today's on-demand, mobile-first culture. Fanatics offers the largest collection of timeless and timely merchandise whether shopping online, on your phone, in flagship stores, in stadiums, or on-site at the world's biggest sporting events. 01:20 What is one thing people might not know about you?03:26 What is it that you do as the Head of Global Fan Experience at Fanatics?04:46 At Fanatics, you have Athletes and a Coach. Is it a play on sports or something else?06:45 Tell me your culture at Fanatics?08:35 Does that improve retention?12:01 How do partnerships with internal teams improve the Fan Experience? (Effortless Tools, Self Service)17:12 What makes the Fan Experience so unique at Fanatics?How do you measure the fan experience?19:47 How are you using this data to improve the fan experience?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★

The Fearless Networker Show
E153: How To Know Who To Work With On Your Team

The Fearless Networker Show

Play Episode Listen Later Nov 15, 2021 12:20


In today's episode, Todd Falcone talks about…How to know who to work with on your team so that you're constantly moving your business forward. In this training you'll discover my two big rules for doing this