Podcasts about Customer service

Send us Fan MailNAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader NeedsWhat happens to your customers when the leader serving them is running on empty? In this episode, Yanique Grant sits down with Dr. Kerriann M. Peart, organizational psychologist, executive coach, and founder of Island Rooted Co., for a conversation that connects leadership well-being directly to customer experience outcomes.Dr. Peart brings over 20 years of experience in organizational psychology, public health, and executive coaching, and her work challenges the idea that high performance should come at the expense of people. Drawing on her own journey as a Caribbean woman who navigated three cycles of burnout while building her consulting practice in corporate America, she offers leaders a grounded, practical framework for leading with clarity, cultural intelligence, and personal strategy.WHAT YOU WILL LEARN IN THIS EPISODEHow burned-out leaders show up to customers in three distinct patterns, and which one is the rarest and most powerfulWhy happy employees are defined by competence AND capacity, and how both translate directly to the customer experienceHow the anchored bias of "this is how we have always done it" is damaging customer interactions in Caribbean businessesThe difference between a growth mindset and an agile mindset, and why leaders in culturally diverse environments need the latterWhy humble leaders go further and last longer than those who demand to be followedThe one personal strategy shift that will change how customer experience professionals show up, even on their hardest daysBOOKS MENTIONEDThe Prophet by Kahlil GibranThe 48 Laws of Power by Robert GreeneThe Power of Now by Eckhart TolleCONNECT WITH DR. PEARTLinkedIn: Search Kerriann PeartWebsite: peartconsulting.orgFOLLOW NAVIGATING THE CUSTOMER EXPERIENCEX: @NavigatingCXFacebook: Navigating the Customer Experience CommunityLinkedIn: Yanique GrantWebsite: yaniquegrant.com/podcasts

From self-checkouts to offshore call centres and AI phone systems, James Willis and Money News listeners have their say on the state of service in Australia. See omnystudio.com/listener for privacy information.

Are basic chatbots hurting your customer experience? In this episode of the RETHINK Retail Podcast, guest host Christine Russo sits down with Antanas Bakšys, CEO and Co-Founder of Ace Waves, to discuss the massive transformation happening in retail CX. Antanas shares insights from his 15 years in ecommerce, explaining how retail customer support is shifting from rigid software into an elite autonomous workforce. KEY TAKEAWAYS: - Beyond Chatbots: Why legacy retail automation fails and how to transition to true AI teammates. - Customer Service Debt: How to identify this hidden burden in your organization and clear it out. - Risk Management: How autonomous AI agents safely handle sensitive tasks like refunds and cancellations. - Future of Retail CX: A contrarian 12-month prediction on where retail automation is heading. Meet Ace Waves at Shoptalk Europe! > Heading to Barcelona this June 9th through 11th? Meet Antanas and the team in person at the Ace Waves booth.

"The way you build confidence is through experience, exposure, and doing it over and over again." Episode Chapters [00:01:25] Does Self-Confidence Affect Customer Service? [00:03:26] Why Leaders Must Deal With Difficult Situations [00:06:57] How Managers Build Confidence in Their Teams [00:08:23] Why Training Reduces Fear and Uncertainty [00:11:05] Exposure Creates Better Service and Better Leaders Does confidence impact customer service? In this episode, Lee Cockerell explains why self-confidence helps employees handle difficult situations, solve problems, and create better guest experiences. The conversation explores how leaders can build confidence through training, support, exposure, and continuous learning. Read my blog for more from this episode.  Resources CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.    

Discover all of the podcasts in our network, search for specific episodes, get the Optimal Living Daily workbook, and learn more at: OLDPodcast.com. Episode 2071: Seth Godin challenges the broken state of customer service by arguing that companies are trapped between customers demanding instant perfection and businesses cutting costs wherever possible. He proposes a smarter, asynchronous approach where issues are handled thoroughly over time instead of rushed through frustrating real-time interactions, creating a system that rewards accountability and genuinely delights customers. Read along with the original article(s) here: https://seths.blog/2007/02/starting_over_w/ Quotes to ponder: “The internet has taught us to demand everything immediately (and perfect).” “The rapid proliferation of choice has taught us to demand that everything should be cheap.” “Make it really clear to the caller that there is a problem, that the caller deserves great service and that things will be dealt with.” Learn more about your ad choices. Visit megaphone.fm/adchoices

A cancellation can feel personal, but the real damage is mathematical: lost monthly recurring revenue, a broken pool route, and extra drive time that quietly drains profit. We dig into what actually makes pool service customers pull the plug, and it's not the knee-jerk “they found someone cheaper” story most of us tell ourselves. Homeowners often tolerate bad pool maintenance longer than you'd expect, which means you usually have a window to recover service issues before they start shopping.We also get into a sneaky, non-service reason you can lose a great account overnight: the house gets sold. If you can't reach the buyer, your perfect weekly pool service can disappear at closing. We share practical, real-world ways to stay on the radar during escrow, from giving the seller a simple info packet for the new owner to leaving clear contact details near the pool timer or equipment pad so the buyer sees your name the first time they check the system.Finally, we break down retention habits that consistently keep cancellations low: asking for the real reason when someone wants to quit, staying consistent with service day and time, using clear communication (including pool routing apps that send visit notifications), and being transparent about problems and price increases. If you want a stronger pool service business, better customer retention, and a route that stays full, listen through to the end, then subscribe, share this with a pool pro friend, and leave a review so more techs can find it.Customer cancellations sting because they punch a hole in our revenue and our route, but most losses are preventable when we understand what actually drives homeowners to switch. We break down the real reasons pool service customers leave and the habits that keep retention high even when prices rise and life changes hit.• homeowners often tolerate bad pool conditions longer than we expect  • cancellations create lost annual revenue plus inefficient gaps in a pool route  • home sales quietly cancel great accounts when we cannot reach the buyer  • proactive steps to recapture new owners using packets and equipment-pad contact info  • why price is rarely the true reason clients leave according to industry survey insights  • common cancellation triggers like poor communication and inconsistent service days  • how to respond when customers cut budgets or try DIY pool maintenance  • offering tiered service instead of discounting to protect profit  • asking the reason for cancellation to save accounts with simple fixes  • retention pillars like transparency, consistency, and swim-ready resultsJoin the pool guy coaching program. Learn more at swimmingpoollearning.com. If you're interested in the coaching program, you can learn more at poolguycoaching.com.Send us Fan MailSupport the Pool Guy Podcast Show Sponsors! HASA https://bit.ly/HASAThe Bottom Feeder. Save $100 with Code: DVB100https://store.thebottomfeeder.com/Try Skimmer FREE for 30 days:https://getskimmer.com/poolguy Get UPA Liability Insurance $64 a month! https://forms.gle/F9YoTWNQ8WnvT4QBAPool Guy Coaching: https://bit.ly/40wFE6y

Rated #1 for the past three years on Forbes annual list of companies with the “Best Customer Service” – a list formed by surveying 158,000 customers over a period of 12 months – The UPS Store has consistently proven an authentic and thoughtful commitment to the improvement of all things most valuable to their customers. And, as you know by listening to the Nordy Pod, improving Customer Service is the top priority for Nordstrom. So, in an attempt to further that pursuit, we felt strongly that Sarah Casalan, President of UPS Stores – a leader who has established and maintained a level of customer service that is considered to be "the best" across all industries – would have more than a few nuggets of wisdom to aid us in our journey. As presumed, insights were gained, and notes were taken. Sarah herself actually has an impressive background in retail, and coincidentally shares a handful of mutual acquaintances with Pete. But the gap between her past and her current role in the world of shipping, printing, and supply chain is not as vast as you might think. In her own words, “we get to serve a profoundly human population in any way”. In their conversation, Pete and Sarah talk about the incredible importance of simplifying your business, innovating from within, and meeting the customer on their terms. Selling clothes or delivering packages, the path to success looks the same: It's all about making customers feel good. Thanks for tuning in to episode 111. We hope you enjoy it! Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to nordypodcast@nordstrom.com to be a part of the conversation! And, be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.

This last week Disney announced that the Carousel of Progress would be closing after July 5th to be completely refurbished. John and Sara and the family will all be part of this four act show, but it will be set in completely new eras. We showcase the news of what this show will look like, and provide insights about what it means. But we're also taking the time to step back in history to see how this show came to be legendary to millions of people around the world. Indeed its history goes back to 1958, nearly some 70 years ago. From Edison Square to the New York World's Fair, from a new 1967 Tomorrowland in Disneyland until its final home in the Magic Kingdom, we will look at little known stories and details about this amazing show whose creator is the ever visionary Walt Disney. Join as on the Carousel of Progress as it prepares for a Great Big Beautiful Tomorrow. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 225 Snow snow and more snow, wears the GM and all the freaky people on the planet.Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

Amazon upgrades customer service to better support sellers, new AI-powered sponsored brands collections, and Walmart Q1 sales grow more than 20%. These and more buzzing news on this week's episode! We're back with another episode of the Weekly Buzz with Helium 10's Manager of Education and Strategy, Carrie Miller. Every week, we cover the latest breaking news in the Amazon, TikTok Shop, Walmart, and E-commerce space, talk about Helium 10's newest features, and provide a training tip for the week for serious sellers of any level.   Upgrades to Customer Service by Amazon help sellers save time and reduce refunds https://sell.amazon.com/blog/announcements/upgrades-to-customer-service-by-amazon New Feature Alert! Helium 10's new Category Reviews and Returns feature uses Amazon's official Selling Partner API to display category-level review topics and return reasons, helping sellers understand what customers like and dislike, and why products are being returned. Sellers can use these insights during product research or listing optimization to compare them with top-category products, identify major pain points, and reduce returns before they become a bigger issue. Scale product discovery with AI-powered Sponsored Brands collections https://advertising.amazon.com/en-us/resources/whats-new/sponsored-brands-collections/ Walmart online sales in Q1 grow more than 20% for fifth straight quarter https://www.digitalcommerce360.com/article/walmart-online-sales/ Protect your shipments from U.S. Customs holds with AGL https://sellercentral.amazon.com/seller-news/articles/QVRWUERLSUtYMERFUiNHRFpHSEZNMkRHSEFNUEtC Walmart, Instacart, and others see ecommerce delivery race as a revenue opportunity https://www.emarketer.com/content/walmart-instacart-stord-ecommerce-delivery-race-revenue-opportunity Before we wrap up, one last thing for all of you getting ready for Prime Day. We have a Prime Day Prep Checklist that's packed with ideas, strategies, and action items to help you make this your biggest Prime Day yet.   We'll drop the link below so you can download it, go through the checklist, and start optimizing while there's still time. Whether it's your listings, keywords, promotions, inventory, or advertising strategy, this checklist is designed to help you get prepared and maximize your sales during one of the biggest shopping events of the year. Get the Prime Day Prep Checklist: https://pages.helium10.com/2026-prime-day-checklist    That's all we have for this week's Weekly Buzz. Thanks so much for watching, and we'll see you again next week to see what's buzzin'.   In episode 525 of the AM/PM Podcast and Weekly Buzz, Carrie talks about: 00:00 - Introduction 00:42 - Amazon Upgrades Customer Service 02:59 - See Why Customers are Returning Products Before They Hurt Your Business 11:24 - New AI-Powered Sponsored Brands Collections 13:08 - Walmart Online Sales Continue to Grow 15:14 - TikTok Product Finder & Hot Videos Tool 18:45 - Protect Shipments from US Customs Holds with AGL 21:01 - The Delivery Speed Race is On Enjoy this episode? Want to be able to ask questions to Leo Sgovio live in a small group with other 7 and 8-figure Amazon sellers?  Join the Helium 10 Elite Mastermind and get quarterly workshops, monthly training, and networking calls with Leo at h10.me/elite Make sure to subscribe to the podcast on iTunes, Spotify, or wherever you listen to our podcast!

Summer is here and several new attractions have premiered at Walt Disney World and at Disneyland. We focus on a new mission for Millennium Falcon: Smuggler's Run, one that is led by Din Dijarin, the Mandalorian, along with Grogu. We look at how this compares with the previous version of the attraction, and whether first time as well as repeat guests will enjoy this experience. And we preface all of that with the new film, Star Wars: The Mandalorian and Grogu, which premiered on the same day that the new version of the attraction premiered in both parks. We experienced both in the same day, and can offer you insights as to why you might want to experience both of them. So join us as we head to the cinema and to Star Wars Galaxy's Edge for Mandalorian and Grogu, Movie and Ride, What Works and Doesn't. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 224 prepping for the storm, out of water and a store that's been completely trashed…Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

Today Erica's guest is Cathi Shank, the owner of a pet waste removal business called Speedy Scoop. The discussion highlights the origins of Cathi's business, which began unexpectedly through her son's neighborhood project and evolved into a full-scale professional operation. Both women share insights on navigating a competitive market by maintaining high service standards, professional pricing, and reliable communication. They emphasize the importance of community support and the necessity of transitioning from a solo operator to a leader with a structured team. The episode also explores the unique challenges and triumphs of women in entrepreneurship, specifically regarding work-life balance and the value of networking. Comments and Questions are welcome.   Send to: thescooppodcast22@gmail.com

Sean and Lex sit down without Manny this week to talk HOF closing, L'ura nerfs. and discuss the recent Customer Service talking points from Twitter. If you're not a fan of mushrooms or foraging, maybe skip the last 8 minutes. Or, if you're looking for a new hobby, dive right in!

After a long break, kicking the show off again. 

Andy Povey is joined by Lawrence Roots to explore the growing importance of the UK Theme Park Awards and why they matter to operators across the visitor attraction industry. Lawrence shares how the awards recognise excellence across parks of all sizes, combine expert judging with public voting, and help raise standards across the sector. They also talk about the emerging trends in the UK theme park industry, the value of consistency and creativity, and practical advice for operators looking to create award-winning guest experiences. Topics Discussed The origins and evolution of the UK Theme Park Awards How public voting and expert judging combine to decide winners Why awards matter for marketing, recognition and team motivation The role of creativity, consistency and guest experience in judging New award categories, including Rising Star and Outstanding Achievement Trends shaping the UK theme park industry in 2026 Major upcoming projects and investments across UK parks Why smaller operators can compete alongside major brands The importance of understanding audience needs Practical ways attractions can improve experiences without large budgets Why investing in people is as important as investing in attraction   Show references:    Lawrence Roots, Founder of UK Theme Park Awards https://www.ukthemeparkawards.com/ https://www.linkedin.com/showcase/ukthemeparkawards/ https://www.linkedin.com/in/lawrence-roots/ Nominations for the UK Theme Park Awards 2026 are now open. Register to make nominations and vote in the UK Theme Park Awards. https://www.ukthemeparkawards.com/register   Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Andy Povey. If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm. If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth. Download your FREE copy here

Here's the LinkTree: https://linktr.ee/caffcx

Episode Info Jason Cass is the co-owner of The Insurance Alliance, co-owner of Virtual Intelligence, founder of Agency Intelligence, and one of the most recognized voices in the independent insurance industry. A veteran agency owner, speaker, and podcaster, he built a profitable three-location agency that runs both virtually and digitally. He was named Illinois Young Agent of the Year in 2005, served as Chairman of the National Young Agents Council from 2011 to 2013, and authored Customer Service is Just Foreplay in 2013. His newest book, Future Ready: The Strategic Case for Structure, Routing, and Scale, co-authored with Mitch Gibson, lays out how independent agencies must evolve in the age of AI and automation. Jason hosts the Agent's Influence and Agency Intelligence podcast series and continues to be a leading advocate for independent agents across the country. Episode Overview: This episode of The Future of Insurance features Jason Cass, a prominent voice in the independent insurance agent channel, as he discusses the transformative impact of AI on the industry. Cass, who has been in the insurance industry since 2002 and owns multiple companies, shares his insights on how AI, particularly "agentic AI," is poised to reshape the role of agents and brokers. Key Takeaways: AI as a Disruptor and Enabler: Cass emphasizes that while AI won't eliminate agents, it will fundamentally change how they operate. He draws parallels to past technological shifts like the internet, noting that while agents feared obsolescence, the channel adapted and evolved. AI, however, presents a more significant shift. Efficiency and Cost Reduction: AI's primary impact will be on operational efficiency, significantly reducing the cost of labor within agencies. Cass predicts that within two to three years, agencies adopting AI could see their people costs drop from 55-65% of revenue to 20-30%. This translates to substantial savings, enabling agencies to reinvest or grow. The Evolving Workforce: The adoption of AI will lead to a shift in agency staffing. While immediate layoffs are unlikely, there will be a transition. Smart agencies will retrain existing staff, focusing on tasks that AI cannot perform. The "swing efficiency score" will be crucial in measuring this transition. Shift in Licensed vs. Virtual Roles: Cass forecasts a significant change in the makeup of agency staff. Agentic bots, costing around $3,000-$5,000 annually, will replace some licensed roles that currently command salaries of $80,000+. Agencies will likely hire more virtual employees at lower costs to manage these bots, leading to a reduction in the number of highly paid, licensed individuals within an agency. Regulatory and Licensing Considerations: The question of whether AI can be licensed as an agent is a complex one. Cass believes that currently, AI cannot be licensed, and there are significant regulatory hurdles to overcome. He speculates that this may evolve in the future but emphasizes the current need for licensed human oversight. Opportunities Created by AI: Beyond cost savings, AI opens up new avenues for growth. Cass highlights the potential for AI to help agents better understand risk quality, align clients with the right markets, and navigate the complexities of policy forms and carrier appetites. The emergence of AI itself is also creating a need for new insurance coverages, similar to the rise of cyber insurance. The Importance of Adoption and Education: Cass stresses that agents who embrace AI will thrive, while those who resist will be left behind. He advocates for education and training within agencies to help staff become comfortable with AI tools like Claude. The "Artificial Intelligence Utilization Score" (AIU) will become a key metric for success. The Role of Carriers and Technology Providers: Carriers need to adapt by developing their own AI solutions and partnering with agents to facilitate AI adoption. Technology providers must focus on creating practical, integrated solutions that solve real agency problems, such as routing engines that effectively manage the workflow between humans and AI. Beyond Fear: Embracing the Future: Cass acknowledges the fear surrounding AI but encourages a proactive approach. He believes that embracing AI will lead to greater job satisfaction, improved client service, and a more robust and attractive insurance industry overall. The key is to focus on the opportunities and develop a culture of adaptation. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Burnout doesn't come from “not being able to handle it.” It happens when CX work becomes an endless stream of urgent requests with no clear priorities. In this episode, we unpack why customer experience leaders burn out trying to solve everything at once, and how a clear CX mission and strategy create the guardrails to prioritize, push back, and lead proactively instead of reactively.We also explore what strategy looks like in practice: focusing on outcomes that matter most, aligning CX work to business goals, and building small habits that keep you grounded. If you're not sure where to start, we walk through a simple reset: picture what “wins” you want one year from now, then work backward into practical next steps. And because CX asks a lot of empathy from you, we close with an essential reminder: show yourself the same compassion you expect your teams to show customers, and build small habits that help you stay centered before taking on one more thing.If this resonates, share it with a CX leader, subscribe so you don't miss what's next, and leave a rating or review to help more leaders find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

In this episode, Spencer, Dillon, and Jeff dig into a stat that should reframe how we talk about church on this podcast — the median church size in America is 70 people, and it just ticked up for the first time in two decades. We get into why the podcast (and most worship/tech conversations online) tends to revolve around large multi-service, multi-campus churches when the vast majority of churches don't have a staff, a budget, or a building. We unpack a listener comment that called us out on using "the church" when we really mean "church organizations," and whether that distinction actually matters. Dillon brings up the conversation he had this morning with a church that's drowning in sound complaint emails and asks the question that sits at the center of this episode: when did we become a customer service business instead of a ministry? We walk through the real-time example of a worship team debating who should have the hard conversation with a struggling bass player, what Jesus would actually do in that room, and why ministry gets lost the moment skill and experience become the metrics. We talk about why megachurches catch disproportionate heat (and why some of that criticism is unfair), why a 200-person church shouldn't be looking up to a 2,000-person church, the difference between learning from a leader and trying to mimic them, and the trap of aspiration turning into expectation turning into disappointment. Jeff shares the honest tension of being a leader who has tasted recognition and the addictive pull of likes, comments, and crowd validation — and what it looks like to drown that noise out. We close on the kind of leader we actually want to follow: the one who, when asked what they're working on, says "still trying to be a good dad."Check out our FREE Team Night Guide: https://getmxu.com/resources/team-night-guide/?utm_source=youtube&utm_medium=social&utm_campaign=customerserviceFREE RESOURCES

A customer tells you “no” on a repair you know matters. Now what? We dig into the uncomfortable but real part of running a pool service business: handling resistant customers who don't want to fix equipment, don't want to spend money, or don't understand the risk you're trying to prevent. I walk through how I think about customer service in a safety-driven trade, and why the phrase “the customer is always right” can be dangerously incomplete when you're dealing with pressurized systems, electricity, and chemicals.We start with a scenario that every pool pro eventually faces: a cracked pool filter. What looks like a small crack can become a serious hazard under pressure, and I share a simple analogy that helps homeowners finally grasp the stakes. We also talk about the practical side of repairs, including why swapping only the top or bottom of a filter can be a bad bet, and why sometimes the only responsible recommendation is a full replacement.Not every customer refusal requires you to walk away, so we contrast safety-critical issues with more flexible ones, like a dead salt cell on a saltwater chlorine generator. If the customer won't replace it, we cover how to convert to a chlorine pool, what to watch for with salt levels and total dissolved solids, and how setting expectations up front can prevent surprises later. Then we zoom out to route management: the one-for-one rule, how to gracefully drop a difficult account, and why trees, debris, and ancient equipment can quietly destroy your schedule.If you want clearer boundaries, better client conversations, and a stronger pool service route, hit play. Subscribe, share this with a pool pro who needs it, and leave a review with your toughest customer pushback story.• why “the customer is always right” breaks down in pool service, plumbing, and electrical work• how to explain a cracked pool filter as a serious safety hazard• why replacing only the filter top or bottom often makes little sense• when customer refusal forces you to discontinue service• how to handle a dead salt cell by converting to a chlorine pool• how to set expectations when selling a saltwater system, including salt cell lifespan and replacement cost• using the one-for-one rule to drop unworkable accounts• how untrimmed trees can make weekly maintenance unrealistic• when old pumps and filters turn a pool into a time sink Send us Fan MailSupport the Pool Guy Podcast Show Sponsors! HASA https://bit.ly/HASAThe Bottom Feeder. Save $100 with Code: DVB100https://store.thebottomfeeder.com/Try Skimmer FREE for 30 days:https://getskimmer.com/poolguy Get UPA Liability Insurance $64 a month! https://forms.gle/F9YoTWNQ8WnvT4QBAPool Guy Coaching: https://bit.ly/40wFE6y

We are using 2026 to celebrate the 25th anniversary of Disney California Adventure. And while we did an overview of this park on that anniversary date, it is nearly summer and we've yet to go into the lands of the park. In the interim we took a big left turn to talk about Westcot, which was proposed long before the concept of Disney California Adventure was created. Now we take another left turn to talk about Port Disney and DisneySea, a project proposed at the same time for Long Beach. We will look at this project, why it was proposed, what it offered, and what became of its ideas--one of which eventually landed in Disney California Adventure. Oh, and there's the connection of Tokyo DisneySea-or not! Join us as we look at Port Disney and DisneySea. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guests who's chosen to stop their day to visit our location.  Episode 134 Strange Man Our Name Tag, No Call No Show And Theft Fest Returns This is C.T.C.S.    Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

Send us Fan MailThe bums are back in the rail yard with S6:E0152, just in time to recount the 152nd running of the Kentucky Derby (Eddie gets paid AF); the Chicago Bears roster is taking shape between draft picks and offseason acquisitions; Bears schedule is no cake walk; the Canucks re-appear for a cameo (Rocky can't hang with the hoser talk); and end the top with the fact that nobody gives a flying fuck about the NBA or NHL championship series' (period).The back nine zips into another intergalactically infamous beer review, starring Skokie, IL's Sketchbook Brewing and their “Pink Sweater” creation (ABV 5.5%), a red rice American pilsner that is light and has plenty of flavor for clobbering this summer; all Laws aren't created equally; Hollywood's 30% rule is a thing; Seal Street Justice is effectively applied (FAFO department); Paddy's running shoes are super comfortable at the expense of being ugly AF; the black hat fuckers are getting better and bolder (be vigilant); Customer Service's circle of hell; and end with a plea for pleasant Memorial Day weather (thanks to all service members, past, present and future).  Get an earful before the tinnitus sets in.   Recorded on May 14th, 2026 at B.O.M. northwest headquarters ‘The Eagle's Nest' in Chicago, IL USA.

Send us Fan MailIn this tactical follow-up episode, Jeremy Neisser breaks down how sports teams can create a more consistent fan experience by building a simple “Always Do” and “Never Do” customer service framework. Instead of chasing perfection, teams should focus on clarity, repeatability, and organization-wide adoption so every fan interaction feels easier, smoother, and more intentional.Key Topics CoveredWhy most teams do not have a customer service problem — they have a consistency problemHow inconsistency across departments quietly hurts ticket sales and fan growthWhy your list should be simple: 5–7 “Always Do” items and 5–7 “Never Do” itemsThe importance of same-day responses and clear next stepsWhy teams should assume fan confusion is the organization's responsibility to fixHow “Know Before You Go” communication improves the fan experience before fans arriveCommon mistakes like making fans search for information, overcomplicating offers, or disappearing after the saleHow to embed the framework into staff training, meetings, game-day operations, and daily habitsTimestamps00:00 – Why consistency matters in the fan experience01:25 – Most teams have a consistency problem, not a service problem02:25 – Keep your Always/Never list simple and memorable03:52 – Always respond the same day04:51 – Always make it easier to do business with you06:17 – Always assume confusion is your fault08:35 – Always prepare fans before they arrive09:35 – Never make fans search for information10:32 – Never overcomplicate your offers11:00 – Never treat every fan the same12:27 – Never pass fans around or disappear after the sale13:20 – How to actually use the list with your team15:31 – The 30-minute challenge to build your own frameworkCall to ActionTake 30 minutes with your staff this week and build your own list: 5–7 things your team should always do, and 5–7 things your team should never do.If you need help creating your framework, schedule a free 30-minute call with Jeremy at Revelocity Sports.Episodes mentioned:154 - How to Make Your Groups Sales Page Easier to Buy From: LINKEpisode page - LINKSports Marketing Machine on LinkedInSports Marketing Machine on InstagramBook a call with Jeremy from Sports Marketing Machine

Hey CX Nation,In this week's episode of The CXChronicles Podcast #281, we welcomed Carl Lenocker, Senior Customer Success Executive at Splunk, based in San Francisco, CA. He is also the Chief Unicorn at Rockstar Unicorn Consulting. Carl has an interesting story as he's a a top-1% Customer Success Executive ($50M ARR) who built a career by owning relationships, telling the truth early, and tying outcomes to dollars—not dashboards.He's also the author of Success Plan for Life, where he breaks down how the same principles used to protect multi-million-dollar enterprise accounts can be applied to career, wealth, love and long-term leverage.In this episode, Carl and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #281 Highlight Reel:**1. What it takes to be a top 1& CSM 2. Bringing CX & customer success into your future investments3. Where are things headed for CS in the next 1,000 days?Click here to learn more about Carl LenockerClick here to learn more about SplunkHuge thanks to Carl for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Send us Fan MailMost conversations about Vortex Optics focus on the products. This one is about the people and the principles behind the glass.In this Spartan Leadership episode, Joe Hamilton, CEO of Vortex Optics, gives an inside look at what truly drives the brand — from his father's original vision to the employee‑owners in Barneveld who show up like it's their company, and the front‑line team that lives out “we'll take care of you” every single day.We go deep on:Why Vortex once refused to let a flattering article run because it focused too much on the Hamilton family and not enough on staff and customersHow the “About You” core value (instead of “About Us”) became the lens for every decision they makeThe story behind CARE — Create A Rare Experience — and how they build systems that let humans serve humans, not hide behind policiesWhat it actually looks like to empower front‑line team members to solve problems without a scriptWhy Joe believes scale and efficiency are NOT the ultimate thing, and how that conviction shapes the way they treat one customer at a timeThe weight of being trusted with a 10‑year, life‑and‑death U.S. Army contract — and what that does to the standards inside the buildingHow legacy, stewardship, and his dad's example keep Joe grounded as a leaderThis is not a product review, a brand commercial, or a highlight reel. It's a behind‑the‑scenes look at how Vortex thinks, what it expects from its people, and why the culture feels different when you walk through the doors.If you've ever wondered, “What actually makes Vortex Vortex?” — this is the episode.Chapters:00:00 – Why this isn't a typical CEO interview02:00 – The article Vortex refused and what it revealed03:00 – “About You,” Joe's dad, and customer‑first values07:00 – CARE: Create A Rare Experience12:30 – A binocular, a son, and a rare experience in real life15:00 – Why scale and efficiency aren't the ultimate thing20:00 – VIP Warranty and empowering the team to do what's right27:00 – Inside the Army contract and raising the bar internally40:00 – Developing leaders and protecting the culture55:00 – Legacy, stewardship, and the future of VortexLearn more about Vortex Optics: https://vortexoptics.com/Connect with Josh Kosnick: joshkosnick.comFollow Joe Hamilton on Social Media: https://www.instagram.com/joehamiltonlive/#leadership #VortexOptics #companyculture #business #entrepreneurship #servantleadership #legacy #brandbuilding #customerobsession #customerservice #SpartanLeadership #podcast #businessleadership #mindset #highperformance #employeeowned #culturematterSupport the showCONNECT WITH ME HERE:FacebookInstagramLinkedInTwitterTikTokYouTubeSUBSCRIBE TO THE PODCAST HERE:Apple PodcastsSpotifyYouTube

I'm so excited to talk about Big Thunder Mountain Railroad, which makes its return after a lengthy remodel. It has been well executed and it's as fun as ever--though perhaps in a slightly less bumpy way--at least for the moment. We will cover not only the history of this mountain but of its sister mountains at Disneyland, Tokyo Disneyland and Disneyland Paris. My business partner, Mark David Jones, joins me to discuss the original opening of Big Thunder here at Magic Kingdom, where he was part of the opening crew. He emphasizes how the attraction was the starting point for massive changes that would emerge at Walt Disney World in the years that followed, making it the resort destination of the world. And of course I'll give you my play by play review of the attraction in its refurbished state. So join us as Big Thunder Mountain Railroad Returns. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

Ghosting someone after a couple dates is one thing… but after seven months?! Trey shares the unbelievable story of getting ghosted in a long-term relationship, and the guys discuss how modern dating somehow keeps getting worse. Plus:Celebrity birthdaysThe movies that defined our high school yearsIs Young Guns 3 something people actually wanted?The Denver Airport incidentWhy even the Pope can't get good customer serviceThe Treehouse Show is a comedy podcast covering funny news, viral stories, pop culture, celebrity talk, and absurd real-life moments.About the show:Leave your worries outside and join Dan O'Malley, Trey Trenholm, and their hilarious guests for laughs about funny news and viral stories with ridiculous commentary inside the Treehouse Show. 

In part two of the customer retention series, Stacey dives into one of the most powerful — and often overlooked — ways to keep customers coming back: building genuine relationships. From remembering names to creating simple systems that help customers feel seen, heard and valued, this episode explores why retention is far more effective than constantly chasing new customers. Stacey shares practical examples from her own business, explains how small personal touches can dramatically increase loyalty, and challenges business owners to embed relationship-building into their daily processes. If you want stronger customer connections, better retention and more sustainable revenue, this episode delivers simple strategies you can start using immediately.See omnystudio.com/listener for privacy information.

Most SaaS leaders are asking the wrong question. They obsess over NPS and CSAT scores, celebrate high satisfaction ratings, and then watch customers quietly disappear. In this episode, Jeff Mains sits down with Rick DeLisi — co-founder of The Effortless Experience, creator of the Customer Effort Score (CES), and Chief Evangelist at Glia — to challenge one of the most dangerous myths in customer experience: that satisfaction equals loyalty.Rick reveals why the real driver of customer retention isn't how happy customers feel — it's how hard they had to work to get what they needed. He introduces the concept of "insidious disloyalty," explains why product failures are actually service failures in disguise, and lays out how AI can dramatically reduce customer effort when deployed correctly. For SaaS founders focused on retention, this episode is a fundamental shift in how to think about keeping customers.Key Takeaways4:22 — **The wrong question** — Rick explains why CSAT and NPS are company-centric metrics that don't predict future loyalty. The right question: "How much effort was required for you to get what you needed?"6:35 — **Insidious disloyalty** — Customers who leave without saying a word are more dangerous than those who complain. Silent churn gives you no opportunity to recover the relationship or learn from the failure.10:04 — **Customers want to stay** — Customers don't want to switch vendors. The goal isn't to build loyalty — it's to stop destroying it with high-effort experiences.11:23 — **Mitigate disloyalty, don't try to promote loyalty** — Promoting loyalty is less fruitful than eliminating the friction that causes customers to start looking elsewhere.14:37 — **There's no such thing as a product failure** — Every product failure immediately becomes a service issue. Future loyalty is shaped by how the service team responds, not by the failure itself.29:15 — **The biggest misconception about customer service** — Not every interaction is a relationship-building moment. Forcing fake friendliness on transactional interactions feels disrespectful, not warm.31:41 — **Neither extreme works** — Full automation fails just as surely as requiring humans for everything. The winning approach is intelligently routing issues to AI or live agents based on complexity.41:59 — **Surveys are just the entry point** — Quantitative survey scores tell you almost nothing. The real insight comes from qualitative follow-up conversations, and you need far fewer than you think.45:35 — **What customers are actually loyal to** — Customers aren't loyal to your company. They're loyal to their own decision to become your customer. Probe how your product makes them feel about themselves.45:58 — **The reframe** — Stop asking what customers think of you. Start asking how customers feel about themselves as a result of choosing you.Tweetable Quotes"The single question you can ask right after a service interaction to predict future loyalty: How much effort was required for you to get what you needed?" — Rick DeLisi"Insidious disloyalty is the customer who quietly disappears in the night. No explanation. No opportunity to recover. You didn't even learn anything." — Rick DeLisi"Trying to promote loyalty is far less fruitful than mitigating disloyalty." — Rick DeLisi"There's no such thing as a product failure. The moment something breaks, it becomes a service issue — and your customer's future loyalty depends on how you handle it." — Rick DeLisi"Customers aren't loyal to your company. They're loyal to their own decision to become your customer." — Rick DeLisi"Stop asking what customers think of you. Ask how customers feel about themselves as a result of being your customer." — Rick DeLisi"Your success in marketing is getting a customer to think about you 1% more. Your success in service is the moment they forget it was ever a problem." — Rick DeLisi"AI should be a part of every interaction — making things easier for customers, easier for your frontline, and more efficient for your company." — Rick DeLisiSaaS Leadership Lessons1. The metric you're measuring may be the reason you're losing customers. CSAT and NPS are lagging, company-centric indicators. They make you feel good but don't predict churn. Customer Effort Score — how hard someone had to work to get what they needed — is the far more accurate signal. Build your CX measurement strategy around effort, not satisfaction.2. Silent churn is the most expensive kind. Customers who leave without complaining are more costly than angry ones. Vocal detractors give you a chance to save the relationship and learn from it. The quiet exits give you nothing. Map your customer journey specifically to identify where insidious disloyalty can take root — low engagement, repeated friction, unanswered needs — before customers start shopping elsewhere.3. Your job isn't to create loyalty. It's to stop destroying it. Customers who sign up with you are already loyal — they just made the decision to trust you. Your real job is to protect that trust by removing friction at every touchpoint. Every high-effort support interaction is a crack in the foundation of a relationship that took real sales effort to build.4. Every product bug is a customer service test. When something breaks, customers don't remember the bug — they remember how you handled it. A fast, effortless resolution can actually strengthen loyalty. A slow, frustrating one will cost you the relationship even if you technically solved the problem. Invest in your service response capability as seriously as you invest in product quality.5. AI reduces effort — but only when it knows its lane. Generic AI frustrates customers. Vertical, context-aware AI resolves routine issues instantly and hands off complex ones to live agents with full context already loaded. The bar for good AI in service is simple: does it make the customer's experience easier or harder? If a customer has to fight through your automation, you've made the problem worse.6. In B2B SaaS, your champion's ego is part of the product. The person who bought your software has personal equity in that decision. When your product makes them look smart, delivers real ROI, and gives them a competitive edge internally, they become your best retention tool. When it doesn't, they quietly stop defending you. Probe how your product makes your champions feel about themselves — not just how it performs on paper.Guest Resourcesrick.delisi@glia.comwww.glia.comhttps://www.linkedin.com/in/rick-delisi-1122257/Episode SponsorThe Futureproof Series - https://www.youtube.com/playlist?list=PLfkXKUPZ5xuOqMPR7_gzGybncTtavyR1NThe Captain's KeysSmall Fish, Big Pond – https://smallfishbigpond.com/ Use the promo code ‘SaaSFuel'Champion Leadership Group – https://championleadership.com/SaaS Fuel ResourcesWebsite - https://championleadership.com/Jeff Mains on LinkedIn - https://www.linkedin.com/in/jeffkmains/Twitter - https://twitter.com/jeffkmainsFacebook - https://www.facebook.com/thesaasguy/Instagram - https://instagram.com/jeffkmains

What does customer centricity really look like in fast-growing emerging markets? In this episode, we answer a listener question from a fintech support professional in the Gambia navigating rapid growth, limited resources, and constantly evolving customer expectations. We explore how organizations can build trust at scale by creating a customer-centric culture rooted in leadership, listening systems, and daily operational discipline. We also discuss why frontline support teams are critical in emerging-market fintech, serving as the real-time voice of the customer and a powerful driver of business insight and loyalty. If this helps you lead customer experience, subscribe, share the episode with a teammate, and leave a rating or review so more CX leaders can find it.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 223 snow is on the way, the big CT FU and taste testing calm…Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-like-it-s-live--4113802/support.

About Business for Unicorns Business for Unicorns helps gym owners and fitness studio operators build profitable, sustainable businesses without burning out. Founded by Mark Fisher and Michael Keeler —who built and sold the $34-million Mark Fisher Fitness —BFU provides coaching, mentorship, courses, and events for gym owners ready to grow revenue, systemize operations, and create more freedom in their lives. To learn more, check out businessforunicorns.com. Get More BFU In Your Life: Claim your FREE copy of Gym Marketing Secrets HERE Follow BFU on Instagram HERE Subscribe to MF's YouTube Channel HERE Ready to Grow Your Gym? If you're a gym owner with 30+ clients looking to add $5k-$10k/month in the next 90 days, book your FREE Brainstorm Call HERE.

Oren Michels is the founder and CEO of Barndoor.ai, the first and only Control Plane for the agentic enterprise. Previously, he co-founded Mashery in 2006 and served as CEO until Intel acquired the company in 2013. When it was acquired, Mashery-powered APIs were used by over 350,000 active developers in over 100,000 active applications, and counted among its customers many of the largest e-commerce, media, and data companies in the world. He is an entrepreneur, investor, board member, and advisor to technology startups in the US and Europe and has made angel investments in several successful companies including Uber, Pebble Post, Addy, Navdy, and eero.Highlight Bullets> Here's a glimpse of what you would learn…. Rapid evolution of AI agents in e-commerce and business operations.Definition and functionality of AI agents that perform actions on behalf of users.Importance of governance and trust in deploying AI agents to prevent errors and misuse.Introduction of Barndoor AI and its role in providing connectivity and governance for AI agents.Practical use cases of AI agents in managing tasks across various platforms (e.g., Shopify, JIRA, QuickBooks).The necessity of setting strict policies to control AI actions and ensure safety.Integration of AI tools with existing software systems and the potential for low-code/no-code solutions.The significance of problem-solving and process design skills in effectively utilizing AI agents.Recommendations for starting small with AI and learning through practical application.Continuous evolution of AI tools and the importance of staying informed and adaptable.In this episode of the Ecomm Breakthrough podcast, host Josh Hadley speaks with Oren Michels, founder and CEO of Barndoor AI, about the growing role of AI agents in business operations. Oren explains how AI agents can autonomously perform tasks within systems like Shopify, Amazon, and Slack, while emphasizing the critical need for governance and trust. He introduces Barndoor AI as a control plane that enables secure connectivity and policy-based guardrails, preventing unintended actions. Practical use cases include email management, JIRA ticket handling, and financial forecasting. Oren advises listeners to start small, experiment with multiple AI tools, and develop strong problem-solving skills.Here are the 3 action items that Josh identified from this episode:Start with low-risk automation Deploy AI agents on simple, non-critical workflows first (e.g., email summaries, reporting) to test value and build internal trust before scaling. Enforce strict governance from day one Define clear permissions, rules, and guardrails—never give blanket access. Every AI action should be controlled, logged, and auditable. Design processes before deploying AI Break workflows into clear steps and craft precise prompts. Strong process design + prompt clarity = better, safer AI performance.Timestamps:00:00:00 The Problem of AI GovernanceOren discusses lack of governance in current AI systems and the risks of AI agents forgetting instructions.00:00:30 Podcast Introduction & Guest BackgroundPodcast is introduced, and Oren Michels' background and achievements are highlighted.00:00:44 The Rise of AI Agents in E-commerceJosh frames the future of e-commerce as dominated by AI agents and introduces Oren as the guest.00:02:06 Oren's Perspective on AI Agent AdoptionOren explains the rapid and slow pace of AI agent adoption, especially beyond coding tasks.00:03:02 What is Barndoor AI?Oren introduces Barndoor AI, focusing on connectivity and trust for AI agents in business systems.00:03:40 How Barndoor AI WorksDetails on how Barndoor AI enables granular control and governance over AI agent actions.00:05:45 Security and Guardrails for AI AgentsDiscussion on security risks, both from bad actors and unintended consequences by legitimate users.00:06:33 Difference Between Barndoor and Other AI ToolsOren explains how Barndoor adds governance missing from tools like OpenClaw and Claude.00:09:24 Use Case: Email Management with AI AgentsOren shares how he uses AI agents to manage and triage his daily email load efficiently.00:12:04 Why Governance Matters in AI ActionsExplains the importance of restricting AI actions to prevent mistakes, especially in sensitive tasks.00:13:00 Custom Rules and Granular PoliciesBarndoor allows highly specific rules for AI actions, such as price-based restrictions in e-commerce.00:13:58 Use Case: JIRA and Finance AutomationExamples of using AI agents for JIRA ticket management and automated financial reporting via Slack.00:16:48 Enterprise Use Cases & E-commerce OptimizationBarndoor's enterprise clients use AI for handling sensitive data and optimizing Amazon listings seasonally.00:19:08 Customer Service and Contextual CommunicationAI agents help draft personalized emails by pulling context from Salesforce and previous communications.00:20:40 AI Agent Adoption is Still EarlyOren emphasizes that AI agent use is in its infancy and encourages experimentation in low-risk areas.00:22:40 Personal Use Cases for AI AgentsJosh and Oren discuss personal productivity applications, like sports team management and scheduling.00:24:14 The Evolving AI Tool LandscapeDiscussion on the rapid evolution of AI tools, the importance of using multiple models, and specialization.00:27:47 Future of AI in Business OperationsSpeculation on the future: specialized AI tools for each business function, governed by platforms like Barndoor.00:31:00 The Importance of Problem-Solving and Prompt EngineeringSuccess with AI depends on defining problems and giving clear instructions, akin to prompt engineering.00:33:46 Actionable Takeaways for ListenersJosh summarizes three action items: start experimenting, document processes, and stay flexible with tools.00:36:44 Book Recommendation: Why Computers ThinkOren recommends a book that explains the probabilistic nature of AI and why it sometimes fails.00:37:34 Favorite AI Tool and Personal UseOren shares his favorite AI tools and how he uses them for both work and personal learning.00:38:49 Who to Follow: Aaron LevieOren recommends following Aaron Levie for insightful commentary on AI and business.00:39:28 Where to Learn More About Barndoor AIOren directs listeners to Barndoor AI's website and their personal product, Zenni, for hands-on experience.00:39:45 Podcast Wrap-UpPodcast concludes with thanks and a call to subscribe and leave a review.Resources mentioned in this episode:Josh Hadley on LinkedIneComm Breakthrough ConsultingeComm Breakthrough PodcastEmail Josh Hadley: Josh@eCommBreakthrough.comTools and Websites"OpenClaw": "00:00:00""Barndoor AI": "00:03:14""

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 223 snow is on the way, the big CT FU and taste testing calm…Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

And, Doug's got a new truck! As far as anybody cares, it seems like he gets a new one every week now. Maybe he should get a job or something to keep him busy. I hear Trader Joe's is hiring door greeters. Or was that Wal-Mart? I always get those two mixed up. Do you want some cool merch? Check out the store here- https://www.niceguysonbusiness.com/merch Need podcast production? We've got your back. https://turnkeypodcast.com/contact Your Voice, your message, fully produced. Leave a voice mail for the Nice Guys: 424-2DJ-DOUG – (424) 235-3684Join our Nice Guys Community. http://www.NiceShortCut.com No time to get to this, but you can read the blog here: 12 Worries Every Entrepreneur Has (or they are lying) Show notes written lovingly by the most anonymous man (or woman) in the world. Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.

What makes great service? It's one of those things we instantly recognise when we experience it, but struggle to define. And while organisations spend huge amounts of time trying to design seamless customer experiences, the reality is that service doesn't happen in strategy documents or training manuals. It happens in real time, between real people, in messy and unpredictable situations where eventually the playbook runs out. Episode OverviewIn this episode, Christian is joined by Will Tarrant, CEO of Freeman Group, who focus on helping organisations close the gap between what they promise customers and what actually gets delivered in reality. Drawing on decades of experience across hospitality, aviation, healthcare and destinations, Will explains why compliance-based training can sometimes increase hidden risk, why empowerment without judgment can quickly become chaos, and why the real differentiator in service is rarely the process itself — it's the human response when something unexpected happens. Along the way, the conversation explores:Why “making people feel a certain way” is the real job in hospitalityThe hidden risks created by over-reliance on scripts and SOPsWhy organisations often confuse solving problems with compensating customersThe psychology of customer perception and expectationHow hotels, airports and even destinations manage emotional experiencesWhy breakfast might be the best indicator of a hotel's qualityThe tension between automation and human interactionWhy good service recovery is about judgment, not generosityAs Will puts it: “Compliance-based training reduces visible risk, but it increases hidden risk.” Although framed around hospitality and customer service, this episode is really about something much broader: how humans make decisions when the script no longer applies.Guest Profile - Will TarrantWill Tarrant is the CEO of Freeman Group, a consultancy that helps organisations design and deliver service cultures that align operational reality with brand promise. The company works globally across hospitality, aviation, healthcare, retail and tourism destinations. LinksWill on LinkedIn - https://www.linkedin.com/in/willtarrant/Freeman Group website - https://freemangroupsolutions.com/AI-Generated Timestamped Summary00:00 — Introduction: Why service failures create risk02:30 — Closing the gap between promise and reality07:00 — Hospitality is about making people feel something11:30 — The hidden risk of compliance-based training13:00 — What happens when the playbook runs out15:00 — Scripts, authenticity and service style16:00 — Measuring service quality19:00 — Perception is reality20:00 — Why empowerment needs structure22:00 — Seeing service everywhere24:00 — The timeless mechanics of good service26:00 — Automation versus human interaction29:00 — “The customer is always your customer”30:00 — Solving problems versus compensating customers33:00 — Inheriting other people's problems36:00 — Hiring for judgment, not just experience39:00 — The changing status of hospitality careers43:00 — Humans as the source of unpredictability47:00 — Why hotel breakfast matters50:00 — Choice overload and decision fatigue53:00 — Applying service thinking beyond hospitality55:00 — The gap between marketing and operational reality

Joe Beamer is in for Bauerle today, and we discuss the Erie County gas tax with Erie County Legislator Frank Todaro and gas station owner Carl Hasselback, we discuss the convicted murderer who recently threatened one of Buffalo's deputy mayors with a knife, a spider monkey being kept as an illegal pet in Grand Island, the Virginia Supreme Court's gerrymandering decision, and customer service in 2026.

Aldo Ceviche (Andrew) calls a Risco customer service representative (Branson) for help with his tablet. Full episode on Pateeon: https://www.patreon.com/posts/437-aldo-risco-157627233 Buy Alex Branson's The Money Wars: www.amazon.com/dp/B0GVFCJDV2/ Subscribe to E1 on Patreon: www.patreon.com/c/e1podcast Join the E1 Discord: discord.com/invite/xTBVk23

For years I've been trying to talk my two good friends, John and Lori Scali into taking a Disney Cruise. They finally made that happen on the Disney Wish--and in Concierge no less! They are long-term Disney fans, and they offer us a very insightful review which we recorded at the Disney Vacation Club Island Tower at Disney's Polynesian Village & Bungalows, which they offer some thoughts on as well. Around the same time my wife and I were celebrating our wedding anniversary, which happens to be on May 4th--the same day Disney's Hollywood Studios would be the welcoming mat to thousands of Star Wars Fans who want to celebrate May the 4th be with you. Let me share the chaos of all that and what you may want to do differently next year--as it will be the 50th anniversary of the original Star Wars film which is where this holiday originates.   Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

Discover all of the podcasts in our network, search for specific episodes, get the Optimal Living Daily workbook, and learn more at: OLDPodcast.com. Episode 2044: Michael Levitt emphasizes that strong customer service isn't just a support function, it's a growth engine that drives retention, referrals, and long-term profitability. By investing in both people and systems, businesses can create consistent positive experiences that strengthen brand reputation and customer loyalty. Prioritizing service ultimately reduces costs while increasing lifetime value and sustainable success. Read along with the original article(s) here: https://www.breakfastleadership.com/blog/why-customer-service-should-be-your-priority Quotes to ponder: "When you are selling a product or service, you can't do it without the help of your customers." "If they have a good experience, they are much more likely to return and this is going to help you to build your customer base from what you have rather than keep trying to go from scratch." "Customer service is a good way to increase its value because if customers have a strong positive experience, they will be more likely to come back again and again." Learn more about your ad choices. Visit megaphone.fm/adchoices

Pope Leo's experience with customer service full 53 Wed, 06 May 2026 17:32:27 +0000 NOwIQfUSpEY0xGztTiODMZVAZWeLAiYl news Chicago All Local news Pope Leo's experience with customer service A dive into the top headlines in Chicago, delivering the news you need in 10 minutes or less multiple times a day from WBBM Newsradio. 2024 © 2021 Audacy, Inc. News False https://player.amperwavepodcasting.com?feed-link=

Imagine you are enjoying dinner at a high-end restaurant, almost finished with the appetizer, when you notice a long strand of hair mixed into the food. What would you expect the restaurant to do? Well, this really happened. In this solo episode of Doing CX Right, host Stacy Sherman shares that experience, plus a second restaurant mistake that led to a very different outcome. Both businesses had a chance to recover, but only one response made her feel taken care of and more willing to forgive. Stacy explains why the moments after a service issue can matter more than the issue itself, and why correcting the problem is not the same as making it right. She also connects both stories to Qualtrics XM Institute research, featured in episode 210 with Isabelle Zdatny, showing how customer emotion influences forgiveness, trust, recommendations, and loyalty. This episode helps leaders rethink service recovery as a customer retention strategy, not a simple correction. What You Will Learn Why correcting a mistake and making it right are two different actions. What Qualtrics research reveals about the business impact of emotion when an experience does not go as expected. Why the memory customers carry from a difficult moment can influence whether they return or choose a competitor. What generous recovery looks like in practice, and why one small gesture can influence the customer's next decision. How one phrase can shift the conversation from care to blame. How to assess whether employees are equipped to protect loyalty during difficult customer moments. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Send us Fan MailIn this episode, Yanique Grant sits down with Jimi Gibson, VP of Brand Communication at Thrive Internet Marketing Agency, to explore how AI is fundamentally changing business visibility online.Jimi shares insights from 20+ years in digital marketing and 70+ podcast appearances, discussing the critical shift from traditional SEO to AI Search Optimization (Answer Engine Optimization and Generative Engine Optimization).Learn why 60% of Google searches don't click through anymore, how to become visible to large language models like ChatGPT, Claude, and Gemini, and why personal branding is now mandatory for business growth in 2026. Discover what the future holds for AI agents, autonomous task management, and how to ensure your business doesn't get left behind.Key Topics:• From Magician to Marketing Strategist: Jimi's unexpected career path• The 60% Google search shift and what it means for your business• Traditional SEO vs. AI Search Optimization (AEO/GEO)• How to become visible to large language models• The future of AI agents and autonomous helpers• Why YouTube and LinkedIn are critical for AI visibility• The personal branding revolution: Why it's mandatory now• Featured books: Jonathan Livingston Seagull & I'm PossibleResources:Thrive Internet Marketing Agency: thrive-agency.comJimi on LinkedIn: Connect with Jimi for daily AI insights (posts Mon-Fri)Follow Navigating the Customer Experience:X (Twitter): @NavigatingCXFacebook: Navigating the Customer Experience CommunityWebsite: yaniquegrant.com

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job. Touch HERE to see open jobs.Need to update your shop systems and software? Try Tekmetric HERELaunch your tool game to the next level with Launch Tech USA! HEREIn this episode, Marco Palumbo shares his journey from technician to owner of Maxim Tire and Muffler in Winnipeg. He discusses the challenges of adapting to new automotive technologies, such as ADAS and electric vehicles, and the investments required in equipment, training, and staff. Marco also emphasizes the value of transparent customer service and community reputation, demonstrating how taking care of customers builds long-term loyalty and success.Timestamps:00:00 Meeting Mark and first impressions05:28 Importance of mentoring in shops12:13 Success with TikTok marketing17:38 Discussing car calibration and trust21:54 Unexpected car repair costs29:15 Dealerships vs. aftermarket dynamics34:45 Engaging waiting customers in showroom42:20 Oxygen sensor issues and specialization45:49 Tesla service challenges in smaller cities52:46 Celebrating Mark's impact56:16 Challenges with tech skills and training58:56 Managing training logistics01:04:09 Troubleshooting car electrical issues01:10:47 Managing customer service expectations01:16:04 Challenges with car part repairs01:24:28 Facing time management challenges01:28:24 Advocating for customer transparency01:34:09 Unresolved car maintenance issues01:37:26 Customer requests and shop policy01:42:08 Charging for technical auto repairs01:47:39 Recognizing Marco's passion and impact Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

This reminded me what it REALLY looks like!

This episode brings together two leading podcasts to discuss the real impact of automation and AI in customer service. Learn practical steps, real examples, and common pitfalls in automation projects, with actionable advice from experienced consultants. Perfect for anyone interested in operational excellence and customer experience. About the guest Rémon Elsten is managing partner being Forward Partners in Switzerland, a consulting firm focusing on CRM and customer service topics. He started his career for about 25 years in the Netherlands and is now working mainly in Switzerland, Germany and Austria. He was vice president of the Swiss Contact Center Association (CallNet.ch) from 2006 to 2018, Board member of the European Confederation of Contact Centre Organisations from 2010 to 2018, he is still a teacher on the topics customer management and customer service at several swiss business schools and author on several books and articles on these topics.  Relevant links https://www.forwardwith.ch https://www.linkedin.com/in/remonelsten/ https://service-excellence-cockpit.ch/en/ Key Take-Aways Balance automation and experience: Automation should improve efficiency without harming customer experience or relationships. Use value matrix for decisions: Analyze customer dialogues and company value to choose the right automation use cases. Avoid tech for tech's sake: Focus on real business needs, not just new tools or technology trends.  Chapters 0:00 - Intro 0:35 - Introduction to Automation in Customer Service 2:06 - Understanding Operational Excellence 3:30 - Balancing Efficiency and Customer Experience 4:43 - Implementing Self-Service Solutions 8:06 - Choosing Automation Use Cases 15:06 - Successful Automation Examples 21:53 - Learnings from Automation Failures 24:18 - Keys to Effective Automation Strategies 26:07 - Conclusion and Further Resources Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Craig Newmark's career, in retrospect, looks like a series of deliberate subtractions: he kept Craigslist plain, stepped aside as CEO early on, gave his equity to his foundation, and now funds people and gets out of their way. His theory, arrived at gradually, is that recognizing your limitations and relying on your network is how you get more done. Tyler and Craig discuss why webpage design has gotten worse for 30 years, what Craig's "obsessive customer service disorder" taught him about human nature, why trusting people and maintaining a nine-second rule for scams aren't as contradictory as they sound, why roommate ads are a better way to find love, why Craigslist never added seller evaluations, why Leonard Cohen speaks to him more than Bob Dylan, what William Gibson's Neuromancer got right about the internet, why Jackson Lamb is now one of his role models, why large foundations lose accountability, what two painful Ivy League grants taught him philanthropy, what he gets from rescuing pigeons, the hard lesson he learned about confronting people who lie for a living, his favorite TV shows and movies, the one genuine luxury he can't go without, what he still needs to learn, and much more. Read a full transcript enhanced with helpful links, or watch the full video on the new dedicated Conversations with Tyler channel. Recorded April 14th, 2026. Other ways to connect Follow us on X and Instagram Follow Tyler on X Follow Craig on X Sign up for our newsletter Join our Discord Email us: cowenconvos@mercatus.gmu.edu Learn more about Conversations with Tyler and other Mercatus Center podcasts here. Timestamps: 00:00:00 - Intro 00:02:41 - Stepping Aside as CEO 00:04:20 - Customer Service and Social Skills 00:16:27 - Restaurants 00:18:06 - Music 00:19:27 - Science Fiction 00:20:14 - TV Shows 00:26:03 - Philanthropy 00:30:20 - Journalism 00:31:55 - Pigeons 00:32:50 - Entrepreneurship 00:35:09 - Craig's Personal Philosophy 00:37:37 - Major Regrets 00:39:17 - Audience Q&A 00:46:23 - Outro