Podcasts about great customer experience

Welcome to this episode of Humans of CX with your host, Garima. Our guest today is Sandeep Sachdeva, Head of Customer and Seller Experience at Snapdeal. Join us as we delve into the world of customer experience. Discover Sandeep's journey and insights as the Head of Customer Experience at Snapdeal. Learn about the skills needed for a successful career in customer service, the importance of employee empowerment, and Snapdeal's focus on customer delight. Explore the challenges of fragmented customer interactions and the future of AI-powered customer service. Don't miss out on this engaging discussion on e-commerce customer experience.

On this episode of LID Radio podcast, we're joined by Alan Williams and Dave Stubberfield to talk about their new book Supercharging the Customer Experience.   About Alan Williams and Dave Stubberfield Alan Williams is the founder of SERVICEBRAND GLOBAL and advises business leaders internationally to deliver value-driven service. Dave Stubberfield is the director of Carter Consultancy and specializes in enabling cultural transformation to help businesses achieve greatness.    About Supercharging the Customer Experience Supercharging the Customer Experience defines a unique fresh approach to the design, implementation and development of customer experience strategy in any organization.

Mithila Mahajan is the Global Head of Customer Experience at BDx Data Centers, a global data center platform offering secure, scalable, and sustainable digital solutions and infrastructure. She shares her experiences and insights from the world of CX within the data center industry. Mithila touches on the evolving expectations of customers, the role of empathy, and the core values of customer-centricity.

In this episode of Talk Time with MaxContact, Dave Clowes, Contact Centre Manager at NHS Shared Business Services, joins Sean McIver to explore the topic of team engagement. They share innovative strategies for motivating contact centre agents, performance management techniques, and the need to balance engagement metrics with employee morale.

Manish Nachnani is the Head of Customer Experience at Zuno General Insurance, and he discusses the importance of customer experience in the insurance industry. He shares his insights on topics like seamless services, trust-building, personalization, and the challenges of implementing customer experience initiatives. Discover how a simple and consistent approach forms the foundation of customer excellence.

In this episode of Talk Time with MaxContact, Neville Doughty, Partnership Director at Contact Centre Panel, joins Sean McIver to explore how situational CX elevates customer service, the importance of pairing the right business with the right outsourced partner to deliver effective customer experiences, and how to find the perfect balance between human touch and AI.

Unlock the secrets to transforming every customer interaction into a golden opportunity as Stacy Sherman, a maven of CX excellence, joins us to pick apart the customer experience puzzle. Join our exploration into the integral role of empathy and communication in business, the surge of artificial intelligence in customer experience, and how to marry AI with the irreplaceable human touch to elevate your business game. Don't just listen—transform with us.Links and ResourcesEpisode 58 - Creating a Great Customer Experience with Stacy Sherman - https://www.sidmeadows.com/episode58Net Promoter Score (NPS) - https://www.retently.com/blog/good-net-promoter-score/Blog Post - Ensuring Customer Loyalty Amid Price Changes: Lessons from Wendy's Public Backlash - https://doingcxright.com/2024/03/01/ensuring-customer-loyalty-aConnect with Stacy:Doing CX Right - https://doingcxright.com/Doing CX Right Podcast - https://doingcxright.com/podcasts/Stacy on LinkedIn - https://www.linkedin.com/in/stacyshermanStacy on Twitter - https://twitter.com/stacyshermanStacy on Instagram - https://www.instagram.com/doingcxright/Stacy on YouTube - https://www.youtube.com/channel/UCQu4U9uRSUhPoQE-jTBYQ2A?reload=9Connect with Sid: www.sidmeadows.comEmbark CCT on FacebookSid on LinkedInSid on InstagramSid on YouTubeSid on Clubhouse - @sidmeadows The Trend Report introduction music is provided by Werq by Kevin MacLeod Link: https://incompetech.filmmusic.io/song/4616-werq License: http://creativecommons.org/licenses/by/4.0/

Not easy, but easier. We're in a moment of pessisim for CX, but I argue that it has never been a better time for someone who wants to create great customer experiences.Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Chris Rainsforth, Director of The Forum, joins Sean McIver to reveal the significance of fostering, supporting, and empowering contact centre professionals, professionalising the industry, and using technology to enhance customer service. They also cover the future of the industry and the role AI plays in growing super agents.

In this episode of Talk Time with MaxContact, Adam Altoft, Customer Experience Director for Europe at Rentokil Initial, joins Sean McIver to unveil the challenges of leading large teams in the public sector, why you should treat KPIs as points of curiosity, combining customer analytics, feedback, and personal belief for positive change, and how to enhance customer experience with thoughtful AI implementation.

In a world where businesses are constantly vying for attention and loyalty, one man stands out as a beacon of success in the realm of customer experience.   David delves into his journey, highlighting key moments, lessons learned, and the magic of infectious energy that propels him forward.  ⚉  From Harvard to Silicon Valley  ⚉  Unveiling the magic of customer experience  ⚉  Embracing adversity as a path to success  ⚉  Making it to the Inc. 5000's list  ⚉  How to remain true to yourself in the face of challenges  ⚉  The importance of employee alignment with company core values  ⚉  Lessons learned in business  ⚉  The power of infectious energy  ⚉  How David's engineering background shaped him as a CEO  ⚉  Improving your internal dialogue  ⚉ "The person who dies with the best stories wins."    David G. Ewing, CEO of Motiv, is a trailblazer in customer experience innovation. With over 25 years in the industry, he's transformed insights into substantial revenue for 500+ clients.   A Harvard cum laude Engineering graduate, David's leadership has earned Motiv a spot on the Inc 5000 list. As president of The Entrepreneur's Association in Austin, he's dedicated to empowering fellow entrepreneurs. Beyond business, he's a devoted husband of 19 years and a passionate coach for his son's robotics team.    MENTIONED IN THIS EPISODE:   ⚉  Chewy - https://www.chewy.com/   ⚉  Molly's Game by Molly Bloom - https://en.wikipedia.org/wiki/Molly%27s_Game   ⚉  [Book] The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers - https://www.amazon.com/Hard-Thing-About-Things-Building/dp/0062273205     CONNECT WITH DAVID: 

Rachit Saran, VP of Customer Experience at Wakefit, joins us to discuss Wakefit's three pillars of growth and success, why enhancing employee experience leads to improved customer satisfaction, the company's vision for the future, and how they are using AI and automation to enhance the customer experience.

In this episode of Talk Time with MaxContact, Leonie Williams, Co-founder and Director of Customer Service Solutions Group, joins Sean McIver to discuss the importance of customer service culture and the impact it has on employee and customer experiences. They explore the evolution of customer services in the digital age, the impact of AI on customer service excellence, and the key to lasting cultural transformation in business.

Ben Afia is a customer communications expert for the FTSE100.Using culture, branding, and (of course) story to improve customer experience whilst also lowering costs. With clients across many verticals including many in the retail and eCommerce space like Twinings, Morrisons, Ronseal, and Boots.In this episode, we discuss:Embedding storytelling in company cultureThe importance of selecting the right copywritersHow effective briefing can impact creative workDive in:[03:35] Ben shares his storytelling background.[06:18] Clear briefs crucial for effective copywriting.[10:34] Not all writers are versatile for all tasks.[12:54] Case study of mobile network client receiving new brand strategy.[18:54] Customer journey shapes brand perception at every touchpoint.[19:48] A case of complex customer journey purchasing varifocal sunglasses online.[23:02] The culture of everyone in the business bleeds into all processes and affects customer perception of the brand.[24:12] Ben's Insider Tips!Book your free 30min storytelling consultation >>> https://Keepopt.com/revenuegrowthagency ***SURVEY TIME*** Let us know what you think here: https://keepopt.com/survey deadline = 29 Feb 2024****Get all the links and resources we mention & join our email list at https://keepopt.comLove the show? Chloe would love your feedback - leave a review here: https://keepopt.com/review or reply to the episode Q&A on Spotify.Interested in being a Sponsor? go here: https://keepopt.com/sponsor

It's a special AI-focused episode of Talk Time! We take another look at some of the interesting perspectives and future predictions from industry experts we've been lucky to have on the show, including Adrian Swinscoe, James Revell, Chris Rainsforth and Marianne Rutz. We also share new insights from our experienced leadership team at MaxContact including CEO Ben Booth and VP of Engineering Matthew Yates.

Rick and Matt discuss Alloy's seven fundamental principles for crafting an outstanding customer experience during your personal training sessions.Simple gestures like welcoming clients as they arrive and bidding them farewell post-session may seem minor, but they play a substantial role in shaping an exceptional customer experience.The personal training business inherently thrives on intimacy and personalized interactions. There are instances where fostering a sense of community becomes essential, even within the framework of one-on-one training.Discover effective ways to articulate the benefits of an exercise to your clients. Understand the importance of physical touch in your interactions with clients.Get insights on addressing clients stuck in their weight loss journey, and learn the appropriate response when a client expresses gratitude at the end of a session. Stay tuned for a wealth of knowledge on these topics and more.Key TakeawaysIntro (00:00)Greetings within 10 seconds of entering the front doors, with the name added (1:36)An effective introduction - two different scenarios (5:23)Describing the benefits of an exercise through the client's lens (8:05)A touch on the arm or a pat on the back (11:37)Finding a win for each client in every session (13:30)Holding people accountable; asking them when they're coming in next (15:58)Thanking your clients before they leave (18:04)Additional Resources:- Alloy Personal Training- Learn About The Alloy Franchise Opportunity---------You can find the podcast on Apple, Google, Spotify, Stitcher, or wherever you listen to podcasts.If you haven't already, please rate and review the podcast on Apple Podcasts!

In this episode we spoke with Nathalie Nahai, best selling author,  behavioural science and consumer trends expert. Nathalie shared 4 key psychology principals and how to apply them to your CX strategy so you can engage your customers like never before.During our chat, Nathalie also explained how nailing these principals can help turn passive customers into active brand advocates and what impact this will have on your bottom line.  

Tanish shares his insights on the importance of customer experience in the banking and finance industry. He delves into the role of AI, security measures, and global banking and the impact of events like the pandemic. Discover how technology can enhance the customer experience while maintaining a human touch.

In this episode of Talk Time with MaxContact, Keith Gait, Chief Executive of the Customer Experience Foundation, joins Sean McIver to shed light on the differences between customer experience and service in contact centres, how to preserve and protect customer experience during financial or systemic turbulence, what makes a truly successful CX, and how to design a winning CX strategy.

In this episode of Talk Time with MaxContact, Clayton Drotsky, Director and Founder of Growth Crew, joins Sean McIver to unveil his inspiring transition from contact centre agent to influential leader, the difference between management and leadership, and the significance of building meaning into the work environment.

Ever wondered why some businesses just ooze magic? Their customers rave, their teams glow, and success seems to follow them like a loyal puppy. The secret? Happiness. Not just any kind, mind you, but the contagious, customer-magnetizing happiness that breeds from engaged, fulfilled employees. But how do you unlock this secret sauce? That's where this video comes in. I'm spilling the beans on my top 5 happiness hacks that'll transform your team into CX champions: From "job" to "joy": Discover how to create a work environment that sparks passion, not just paychecks. Empowerment, not micromanagement: Learn how to give your team the freedom to own their interactions and watch their creativity soar. Customers as co-stars, not just clients: Show you how to make your employees feel like partners in creating amazing experiences, not just cogs in a machine. Feedback is fuel, not fire: Learn how to turn feedback into a growth engine that propels your team and your CX to new heights. Celebrate the wins (big and small): Discover the power of recognizing and rewarding even the smallest victories to keep your team's happiness meter overflowing. This isn't just fluffy feel-good stuff, folks. Happy employees translate to higher customer satisfaction, increased loyalty, and ultimately, a thriving business. So, whether you're a CEO, a manager, or just someone who wants to understand the magic behind a great customer experience, hit play and unlock the happiness potential of your team. And hey, if you find this video valuable, don't be shy! Hit that like button and subscribe for more CX magic. Let's make the world a happier, more customer-centric place, together!   Enjoy the show! Host: Nathan A Webster Watch the Podcast on YouTube! LinkedIn | Instagram | Twitter | NDUB Brand    Download and subscribe on Audible, Google, iHeartRadio, iTunes, and Soundcloud. Please rate, review, and share!   Podcast Sponsored by https://letsconnectpnw.com/

In this episode, we meet Eli Weiss.Eli ran Customer Experience at Olipop and Jones Road and recently joined Yoto, as VP of Retention and Advocacy.In this episode, we shares his perspective on how to deliver an amazing customer experience in an omnichannel setting. Topics coveredOmnichannel vs. DTC experienceOlipop and Jone's Road's omnichannel presenceThe value of an omnichannel customerCustomer experience Impact of brand hype on customer purchase behaviorTakeawaysIn retail, discovery to purchase lifecycle can be very quick, i.e. you see something and buy it right away, whereas the online journey has many different touchpoints. Omnichannel for Olipop and Jones Road were very different because Olipop is primarily meant to be consumed cold after purchasing in retail, versus Jones Road, which was primarily DTC with a few of their own stores. The commonality of each brand's omnichannel approach is giving the customer the experience and journey that they want, vs. obvious attempts to sell which are cringeworthy.You can learn a lot from looking at existing customers' omnichannel journey data. Eli did this via Peel InsightsAnother way is to learn directly from the customer. Eli conducted 60 hour-long Zoom interviews to understand why shoppers cross from DTC to retail, and vice versa. Eli shares that Jones Road's omnichannel customer was a substantially higher value than single-channel purchasers. Retail 1st customers often have higher LTV because they get sales assistance instore and figure out what they want to buy repeatedly. Brands should strive to replicate that experience online QR codes are not necessarily a repeat purchase mechanism but a customer journey mechanism.Jones Road replicated some of that sales-assisted experience with quizzes. Education was also critical to make sure customers received the right product for them and knew how to use itThe shortcut for product education is having a “cool” product. Because Olipop's strong branding, the bar to educate customers on product benefits at times was way lower. The hype got people excited to drink it. Olipop was very successful at marketing it as an indulgence product If you want to perfect your omnichannel presence, talk to customers about what they love and hate about your productCustomer experience is more than support; its the entire brand experienceThe most important part of retention is acquiring the right customerCustomer experience could roll up to marketing or operations but should roll up to someone with empathy, humility, and curiosityMost brands are sleeping on retention and CXPlease let us know your thoughts about the episode!Where to find Eli:Linkedin: https://www.linkedin.com/in/eliweisss/​Website: https://www.eliweisss.com/Where to find Kait Stephens:Linkedin: https://www.linkedin.com/in/kait-margraf-stephens/Website: www.brij.it SUBSCRIBE TO THE OMNICHANNEL MARKETERwww.theomnichannelmarketer.com

In this episode, Kory Angelin, President of The DRIPBar, takes us on a captivating journey through the fitness industry and shares valuable insights on crafting an exceptional customer experience. He underscores the pivotal role of genuine conversations and storytelling in building trust and connections with customers. Kory's wisdom resonates throughout the episode as he discusses the power of that initial interaction, the essence of asking the right questions, and the art of making the customer the hero of their own wellness journey. From discussing the cost and flexibility of DRIPBar franchises to the evolving landscape of fitness and wellness, Kory's passion for personalized wellness shines through, inviting listeners to explore a holistic approach to well-being that combines fitness, nutrition, and the innovative benefits of IV drip therapy. Tune in to discover how Kory's expertise is transforming the wellness industry.   LINKS:   https://www.thedripbar.com/  https://www.wrkout.com/ 

This episode features an interview with Ilan Frank, Vice President of Product at Airtable. Ilan has over 2 decades of experience in building productivity solutions around specific requirements within administration, security, compliance, and scale. Before joining Airtable, he was an early leader at Slack, where he helped the company scale to win the enterprise.In this episode, Kailey sits down with Ilan to discuss the PLG gap, how Airtable is helping customers leverage AI, and driving alignment through culture and communication.-------------------Key Takeaways:The most successful companies these days are the ones that start with PLG. They are creating value and delight for their end users who then share those positive experiences with their colleagues.Using AI to create a great customer experience needs three things. The first is getting AI into the hands of app developers so they can deliver more functionality to end users. Second, use machine learning to make decisions and predict information in your app. And finally, use AI as an assistant to builders so they can build faster.When growing your enterprise software, relationship building is key. It's important to connect product managers and engineers directly with customers to figure out which features they're most excited to try. These relationships create champions for growth of your software.-------------------“The companies that are going to be successful now in this decade, are ones that start with PLG. They start with creating value for end users, and those end users are just delighted and can't wait to share it with their colleagues. It's going to be very difficult for a company to come in and just basically create a better ServiceNow, or a better Workday, or better Salesforce without that.” – Ilan Frank-------------------Episode Timestamps:‍*(02:47) - Ilan's career journey*(07:50) - How AI relates to customer experience in enterprise technology*(18:59) - Ilan explains the PLG gap‍*(26:51) - How Ilan defines “good data” *(36:44) - An example of another company doing it right with customer engagement (hint: it's Snyk and Figma)‍*(39:45) - Changes in customer experience in the next 6-12 months*(42:43) - Ilan's recommendations for upleveling customer experience strategies-------------------Links:Connect with Ilan on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today's digital-first economy, being data-driven is no longer aspirational. It's necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

Sam Karpinski and I talk about how companies can work well with their partners and intermediaries to deliver great customer experiences, including figuring out what you want your partners to do for your customers, whether you're treatingt them more likely employees or customers, and how to enable partners to be successful.McDonald's Menu Items From Around The WorldHilton Hotels Brand StandardsSam Karpinksi on LinkedInFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

How QR codes can change the customer experience? | Jasal Shah | #TGV361Tune into #TGV361 to get clarity on the above topic. Here are the timestamp-based pointers from Jasal's conversation with Naveen Samala on The Guiding Voice0:00:00 Introduction and Context setting0:02:15 Jasal's PROFESSIONAL JOURNEY AND THE TOP 3 THINGS THAT HELPED IN His SUCCESS0:05:45 Toughest lessons learned in his entrepreneurship journey0:08:15 A mistake that he committed as an entrepreneur and how did he correct it?0:10:30 What does he enjoy most about being an entrepreneur?0:13:00 The history of QR Codes, how they came into existence?0:16:00 How QR codes can be used effectively?0:19:00 Which industries are making the best use of QR Codes?0:21:00 WITTY ANSWERS TO THE RAPID-FIRE QUESTIONS0:24:30 ONE PIECE OF ADVICE TO THOSE ASPIRING TO MAKE BIG IN THEIR CAREERS 0:26:30 TRIVIA ABOUT QR CODES ABOUT THE GUEST:JASAL SHAH IS An entrepreneur with a zeal to promote marketing research in all decision-making activities of an organization. His career began working with one of the country's leading research agencies (a Kantar group company) and ever since he has been fascinated by research and the theory of fact-based decision making. He had an opportunity to work with top fortune companies, and most reputed agencies and also start one of the world's leading offshore MR agencies from India. Apart from this, he had a chance to visit and participate in several conferences, meetings, and exhibitions in the continents of North America, Europe, and Asia.Connect with JASAL:https://www.linkedin.com/in/jasal/CONNECT WITH THE HOST ON LINKEDIN:Naveen Samala: https://www.linkedin.com/in/naveensamalahttp://www.naveensamala.comIf you'd like to contribute to our mission, please donate (any amount of your choice) through Paypalhttps://paypal.me/NaveenSamlaIf you wish to become a productivity monk: enroll for this course: https://www.udemy.com/course/productivitymonk/TGV Inspiring Lives Volume 1 is available on Amazon:Kindle:https://amzn.eu/d/cKTKtyCPaperback:https://amzn.eu/d/4Y1HAXj#TGV is available in Hindi & Telugu:https://youtube.com/@tgvhindi https://youtube.com/@tgvtelugu Audio:https://open.spotify.com/show/2wyLNGG0tsHucmhRauh4o3 (#tgvhindi)https://open.spotify.com/show/3fCfHwoFIiehHJSPcgoX4I (#tgvtelugu)FOLLOW ON TWITTER:@guidingvoice@naveensamala Hosted on Acast. See acast.com/privacy for more information.

We have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren't quite so great as we thought we were. It's a matter of perception and understanding this concept can help avoid this mismatch in the future.  One of our listeners, Damien, found himself in this pickle recently. His organization has delivery stats that paint a glorious picture of achievement. However, the customer surveys do not paint delivery with that brush at all. So, Damien asks, why the discrepancy? The problem could be a challenge with perception. The internal organization has one perception of performance, the customers have another. If perception is reality, which one matters?  (Hint: say the customers. Okay, not a hint so much as a gimme, but we do our best here.) From a psychological perspective, perception isn't the correct term. In fact, psychologists would only have perception as one part of what is going on here. To summarize, psychologists would submit that perception applies only to receiving the information through our senses. How we interpret and compare the perceived experiences to our expectations is the reason for the discrepancy.  In this episode, we take a deeper dive on what is happening here to Damien's organization, and what they—and you— can do about it.   Here are some other key moments in the discussion: 02:05  We hear about Damien's pickle and why he needed our help. (Do you have a business pickle, too? Tell us about it here.) 05:00  Before we move further into solving Damien's pickle, we define our terms in the style of psychology. 10:24  Ryan ignores Colin's request to get practical by exploring a very heady and philosophical example, Plato's Allegory of the Cave. 17:10  Colin explains how you can learn more about perception, interpretation, and evaluation of an experience and how it relates to memory by shopping for a TV in a showroom. 21:51  Colin shares a story about how he thought the Princess Lunch at Disneyland Paris was expensive; for the record, he didn't go alone but brought along his grandchildren. 27:20 We share our practical advice for how to understand how there was such a discrepancy in perception between Damien's organization and customers, and what to do about it.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Imagine transforming how you handle customer service from a necessary part of the business to a moment that truly matters to the client. Sounds intriguing, doesn't it? In today's episode of The Customer Service Revolution, John welcomes Kevin Sloan, executive vice president of the branch network at KeyBank. You'll discover the revolutionary approach to customer service that sets KeyBank apart in the banking industry. Kevin takes us through the journey of KeyBank's “Moments Matter” initiative, a transformational client experience project. He presents the essence of their initiative - the three pillars - head, heart, and hero, and how focusing on these aspects has enabled their team members to forge meaningful connections with their clients. From the intricacies of team selection for the steering committee to maintaining legacy phrases while ushering in new terminologies, Kevin gives a detailed account of their process, successes, and even the challenges they faced. With Kevin's insights, you'll learn how to bring about a cultural shift in your organization, making every client interaction a moment to remember. From the importance of tying the client experience to strategy and starting small to considering sustainability, Kevin shares impressive advice for anyone looking to launch a successful customer experience project. Plus, we delve into the creative ways KeyBank ensured engagement and tracked progress while implementing their project. Get ready to revolutionize your approach to customer service, courtesy of Kevin Sloan and KeyBank's incredible journey. Here are just a few takeaways: Kevin's insights into KeyBank's client experience transformation called “Moments Matter” The three core pillars of KeyBank's initiative - head, heart, and hero - and how focusing on these elements enables their team members to create meaningful moments for their clients KeyBank's strong commitment to consistent customer service, irrespective of the customer interaction platform, be it branches, the contact center, or other channels How the steering committee was carefully chosen to represent diverse roles and perspectives, including those of front-line, client-facing employees The “Moments Matter” initiative's focus on improving the internal teammate-to-teammate experience The use of innovative tactics like harnessing the power of an LMS to track participation and fostering a culture of recognition to promote engagement and attendance in the initiative Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast customerservicerevolution.com thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.  

In this episode we spoke with Gem Passant, CX leader and advocacy expert. Gem discussed how to get your entire organization, from the boardroom to the front line, championing customer love. During our chat, Gem shared her experience of building deeper relationships with her customers by using innovative strategies to connect with them on a more human level. 

Jordan and Russell Disberger are talking of business and How to Establish A Great Customer Experience - Hospitality Podcast 2 of 3. --- Send in a voice message: https://podcasters.spotify.com/pod/show/talking-of-business/message Support this podcast: https://podcasters.spotify.com/pod/show/talking-of-business/support

Sean Lane, VP of Field Operations at Drift, joins us to share how operations can play an instrumental role in designing and ensuring a great customer experience.

The Holly Walther Lending Team can write the book on Customer Experience - from the way they answer their phones to their client onboarding system to the follow up and care in which they take golden care of their clients. Today's episode talks about the importance of the client experience and some of the ways Holly and her team work with their clients. They are in a very competitive market and the genuine way they treat their clients really show - and not just their clients - their vendors and partners also get the royal treatment. How can you up your client experience game? 

In this episode, Sean sits down with Erik Deckers, president of Pro Blog Service. He is a content writer and editor with over 30 years experience. They dive into why Erik thinks ChatGPT won't take away entry level jobs soon. They go deeper into his experiences and how he tested out ChatGPT with this own writing process. Erik gives some great insights how the AI writer is linear in thought. It doesn't think like a writer. He even gives more insight on his own experiences over the years and how this has caused confusion on good writing. His tone gives off a helpful, yet wonderful storytelling ability. Erik gets deep on some lifestyle changes, enjoying the wonderful Orland weather, and spending time with his new grandson. More About Erik. https://www.linkedin.com/in/erikdeckers/

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In today's episode, Andy answers your questions on how to ensure your customers are always satisfied, if you should fall in love with the process of achieving your goal or strictly focus on the end result, and how to determine if you're on the right path to success.

In this episode, Sean sits down with Robin Bowling, SaaS Growth Marketing Leader. She is an awesome facilitator bringing a centralized focus for demand generation and product teams. They dive into when should customer experience be the central focus in marketing specifically demand generation. They go deeper into her experiences and how she approaches from how to lead internal teams. Robin gives some great insights how feedback loops are important for growth. She even gives more insight how to create these loops and the process. Robin loves helping people grow in their careers and as people. Her tone gives off a helpful, yet open minded leadership quality. Robin gets deep on how she got to where she is today with awesome mentors and acting on the advice they gave. More About Robin. https://www.linkedin.com/in/robinbowling/

To create a great customer experience, it's essential to treat employees well first. Shep Hyken is a customer service and experience expert, and his mission is to promote the “Employee Golden Rule” where internal customer service should be better than external. Through his research, Shep found that 58% of customers believe customer service is more important than price, and 78% of customers would go out of their way to do business with a company that provides better service. In this episode, Shep talks about the importance of internal mantras that everyone can remember and adhere to so that customers feel confident that they made the right decision in choosing your company. By delivering on their promise and creating a great experience, businesses can ensure that customers will come back time and time again. Listen in to learn more. **Additional resources from this episode:** - Shep's LinkedIn: [https://www.linkedin.com/in/shephyken/] - Shep's website: [https://hyken.com/] - Check out his books: [https://hyken.com/media/] **In this episode, you'll learn:** - How companies create a customer experience that makes them come back again and again - The power of social proof in building customer loyalty - The importance of creating internal mantras to promote customer satisfaction

In this episode, Sean sits down with Kasten Spethmann, business strategist and fractional executive. She is a retired professional windsurfer, recovering Venture Capitalist, non-conforming, near death surviving, adventure seeking, lifelong learning, and nomad entrepreneur. Kasten now coaches founders with tactical advice, tough love, and experiential insight. She hopes to inspire others to break societal expectations, stop sacrificing their true identity/calling and live by their own rules as they build exceptional businesses. They go deeper into her experiences and how over automation led to a downfall in doing right by customers. Kasten gives some great insights how to sustainably, scale companies while doing right by people. She even gives more insight how she co-built a company in a predatory industry and disrupted it. Her tone gives off a passionate, yet very good disruptive tone knowledge about creating wealth AND still doing right by people. She states that she is a sophisticated rebel. Kasten gets deep on how she was treated throughout her life and stuck to her who she has been to help others. More About Kasten. https://www.linkedin.com/in/kastenspethmann/

In this episode, Sean sits down with Dr. Vic Manzo, founder of Empower Your Reality (https://www.empoweryourreality.com/). He is a business mindset coach, certified, pediatric chiropractor, 3 time author, podcaster, and speaker. They dive into why Dr. Vic became a business mindset coach. They go deeper into his own mindset and business experiences and how power over force is the way to go. Dr. Vic gives some great insights how his mindset routines have helped him became successful. He even gives more insight how mindset practice works and relating that to science. Dr. Vic loves helping others. His tone gives off a helpful, yet very astute knowledge about mindset. Dr. Vic gets deep on how he disconnects from work and how he fully recharges in his hobbies, health, and connecting others. He also shares some wonderful analogies about how mindset works. More About Dr. Vic. https://www.linkedin.com/in/drmanzo/

Have you ever taken the time to step back and consider what the EXPERIENCE is like for a CUSTOMER that buys from your business? If you haven't yet, then I want you to understand that improving your customer experience is one of the easiest ways to… 1. Increase your revenue and make more profit 2. Create more opportunities for your business The problem is, most people in our profession only focused on the value of the initial sale – not thinking longer term – building relationships and creating an experience for customers. This 2023, it's no longer about marketing and sales, it's more on customer experience and delivering customer results. In this episode, I'll teach you how to create a memorable customer experience and make a difference in the lives of your customers.  Listen to Learn 00:14 - Why customer experience is key to profitability?  02:45 - QUESTION: What percentage of your customers buy from you more than once? 04:30 - 2 signs that show your customers are happy  06:00 - QUESTION: What's the lifetime value of a customer in your business? 10:34 - Customer service vs. Serving your customers 12:17 - How to bring more value into your customer relationship  15:34 - Actionable steps to personalize the process  19:40 - The #1 way to build relationships and trust Join our free community

A great customer experience creates loyal consumers, and loyal consumers proudly promote the businesses they love. Darci Darnell, a Partner in our Chicago office and the leader of our Global Customer Strategy and Marketing practice, has extensive knowledge on how to create outstanding customer experiences. On this episode, Keith talks to Darci about how her globetrotting career gave her the experience needed to lead a practice, and how Bain's consulting, advanced analytics, data science and marketing roles all come together to drive client success and sustainable growth. Beyond the Bio listeners, we want your feedback. You're invited to share your thoughts with us in our listeners' survey. It will take less than 3 minutes to complete and will help us shape the direction of future episodes. Head over to atbain.co/btbsurvey to share your feedback.

❔"What are the main characteristics that make up a good customer experience?"❔This question could be answered in a multitude of ways because Customer Experience (CX) is complex. When we talk about CX, there are many different parts. It needs to factor in the end-to-end customer journey, every single interaction, including moments when customers feel like they've been let down or when they were surprised and delighted.When working with CX change agents and leaders, Jeannie focuses on three main macro factors for creating an exceptional customer experience. She explores each in more detail in this episode:- The vision and the promise of your customer experience- Empowered employees who feel valued and heard- Not just listening but actingResources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

In this episode, Sean and Erik sit down with Tanyette Colon. She is the Head of Partnerships with Overpass (https://www.overpass.com/), a Brooklyn based start-up that gives high-growth companies one consistent source to find and onboard sales & support talent. Tanyette is also the founder of InFUUSE (http://infuusebusiness.com/), an Inbound Lead Conversation platform that humanizes the customer journey along with a new client's first hello. They dive into why Tanyette joined Overpass and why she started InFUUSE. They go deeper into her experiences and what approach should the leadership's first approach should be in humanizing the customer experience. Tanyette gives some great insights how business has become over automated. She even gives more insight what she learned from her initial start with InFUUSE and how the founding team should be built. Her tone gives off a passionate vibe. Tanyette gets deep on how her childhood experiences led her down a path to create more wonderful customer experiences. More About Tanyette. https://www.linkedin.com/in/tanyettecolon/

In today's episode, Karli explains how to give a great customer service experience in bridal. We're talking about the most important factors in training your stylists, how often to revisit and analyze the systems in place, and tips for improving your appointment flows. You don't want to miss the good nuggets of info in this episode!DM us @behindbridal or email us at hello@behindbridal.com to let us know your thoughts on this episode. Want more? We get it..... head to ✨ goodconsultingcollective,com ✨ to dive into our no b.s. business consulting approach. We promise, you'll love it!Don't forget to leave us a ⭐️⭐️⭐️⭐️⭐️ review anywhere you listen! It helps us out & keeps this podcast FREE!Business Coach // Business Podcast // Female Entrepreneur Podcast // Creative Business Coach // Creative Consultant // Sales Management // Business Operations & Management // Brand Strategy & Marketing Management // Social Media Management // Content Creation // & more. 

A great customer experience is what every company strives for. It’s the feeling you get when you are served with care and consideration, and it’s also the feeling you want to give to your customers. A great customer experience not only meets but exceeds the customer’s expectations. Understanding these expectations and how they differ from…

In this episode of The Support Automation Show we are joined by Ed Frame, Founder of Exemplify, to discuss the differences between email automation and personal email and how to balance them to deliver a great customer experience.

Really, there's a LOT that goes into creating winning experiences for your customers. But, at the same time, the principles of creating great customer experiences are pretty universal.You know a great customer experience when you have one. It's that “wow” feeling you get when the business you're dealing with not only gets you, but makes you feel like they're going out of their way to make sure you're taken care of.Brands that are crushing it right now understand customer loyalty. They take an objective look at their CX. And then they adapt, evolve, and implement winning experiences that keep their customers feeling like a million bucks…which they'll typically reinvest back in the brand.And the ingredients that go into this magic CX? Sam's the chef about to walk you through the recipe. This episode was adapted from the article, "What Makes a Great Customer Experience." Still hungry?Let us know what you think on Linkedin or by emailing snack@getmindful.com.Hear more at getmindful.com/podcasts/

Helen Lord is co-director and founder at family business Used Kitchen Exchange, the UK's number one kitchen reseller, and proud recipients of the Queen's Awards for Enterprise in Sustainable Development. Founded in 2014 they now sell around £5.5m in product a year. We're chatting about building a recommerce business (selling used goods), and how it opens doors in existing markets. How getting to know the customer has been crucial to their success, How and why they've decided to shift to eCommerce after 8 years in business. LOTS of great tips and ideas and inspiration in this episode. Get all the links and resources we mention at https://ecommercemasterplan.com/podcast/?utm_source=captivate&utm_medium=episodenotes (eCommerceMasterPlan.com) This podcast uses the following third-party services for analysis: Chartable - https://chartable.com/privacy

Customer experience is the perception a customer has of a brand, based on the sum of all the interactions they have had with that brand.  If a person's impression of your company is positive, they are more likely to recommend you to others and to become a repeat customer themselves. This week, Scott and Kati discuss ways of creating a positive customer experience for your landscaping customers.      QUESTION —What are the best and worst customer experiences you can remember having? Let us know on our Facebook Page.

Shep Hyken is the Chief Amazement Officer of Shepard Presentations, an NYT bestselling author, and keynote speaker who helps companies deliver amazing customer service experiences. His latest book is called I'll Be Back: How to Get Customers to Come Back Again and Again which talks about operationalizing a great experience that gets customers to tell sellers, "I'll be back." Shep discusses how to deliver exceptional customer service throughout the buyer's journey, deliver that consistently, and ultimately produce loyal customers.    HIGHLIGHTS ● The moment of truth: Create a positive experience for customers ● Customers remember you through Peaks and Ends ● Loyalty and operationalizing a great customer experience ● Know your script well enough to go off-script   QUOTES Shep: "Customer service is not a department, it's a philosophy. It's part of everybody's job, whether it be an internal customer or external. But for a salesperson, the salesperson's job is to build a relationship, to create an experience that makes the customer say ‘Hey, I want to do business with you'.” Shep: "This is what we're looking for—service sensitivity or service awareness. We want people to recognize the opportunities they have to create that positive experience." Shep: "We need to know our material, our sales pitch if you will, so well that we can go off-script when the customer decides to ask a question that maybe no other customer has ever asked before or in a way that allows us to really get a little bit more information and insight from the customer so that we can do a better job of refining the rest of that pitch to meet their needs."   Find out more about Shep in the links below: ● LinkedIn: https://www.linkedin.com/in/shephyken/ ● Website: https://hyken.com/   More on Andy: Connect on LinkedIn Get Andy's new book "Sell Without Selling Out" on Amazon Learn more at AndyPaul.com   Sponsored by: Revenue.io | Unlock exponential growth with an AI-powered RevOps platform | Revenue.io Scratchpad | The fastest way to update Salesforce, take sales notes, and stay on top of to-dos | Scratchpad.com  Blueboard | World's leading experiential rewards & recognition platform | Blueboard.com Explore the Revenue.io Podcast Universe: Sales Enablement Podcast RevOps Podcast Selling with Purpose Podcast