Podcasts about great customer experience

Customer experience can feel complicated fast, especially when you're working across completely different industries.In this episode, we answer a listener question about navigating CX in both insurance and luxury retail. Two worlds that seem totally opposite… until you realize the real challenge isn't the industry—it's staying clear on who you are to your customers and the experience you're actually delivering. Because when you lose that clarity, everything starts to feel fragmented.We break down what customers really need in each space. In insurance, the best experience is often invisible until something goes wrong. That's when reassurance becomes everything: clear coverage, confidence in what's been submitted, and knowing progress is happening without having to chase it. In luxury retail, it's about high-touch, thoughtful personalization that makes customers feel known and valued. Different context, same underlying goal.And that's the big takeaway: great customer experience isn't about the industry, it's about how well you deliver on your promise. We'll walk through what actually carries across both worlds: setting the right expectations, giving customers real choice, and using personalization to make them feel seen, heard, and valued.If you've ever felt pulled in too many directions with your CX strategy, this episode will help you refocus on what matters most.Subscribe, share with a fellow CX leader, and leave a review to help more people 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!)

Imagine if you could detect the early signs of burnout while there is still time to help a frontline employee, protect the customer experience, and avoid preventable attrition. This is not theoretical. Leaders can now monitor operational signals across the systems employees use every day, respond in real time, reduce compounding stress, and support employee wellbeing in ways that improve customer experience. That is exactly what you'll hear in this episode of Doing CX Right℠, where host Stacy Sherman and featured guest Jennifer Lee, President and Co-CEO of IntraDiem, discuss why employee well-being is central to service quality, customer loyalty, and smarter leadership decisions. In this episode, you'll learn: Which employee behaviors can signal rising burnout Why short resets can improve the next interaction How real-time intervention affects business outcomes Where AI adds value inside the employee workflow What determines the right moment to escalate to a person Why frontline observation leads to better leadership decisions If your goal is to improve quality, retain valuable employees, and make smarter CX decisions, this episode will give you practical direction you can use right away. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy Sherman here.

On today's program, Michael Rogers talks with SBAM leader Jordan Munsters, Chief Fort Officer for High Caliber Karting & Entertainment in Okemos. His business, located at the Meridian Mall, has added 25,000 square feet since 2022, including a banquet center, stage for live music, a large bar, and new attractions like jelly blasters and archery tag. Munsters says his business is guided by three questions: "One, does it improve the guest experience? Two, does it reduce the cost of doing business for them? And three is, does it increase profit? And if it doesn't satisfy at least two of those things, well, we can't do that because at some point if you do that constantly, now you're out of a business. If the guest experience is great, the money will follow." The Small Business Association of Michigan is the only statewide and state-based association that focuses solely on serving the needs of Michigan's small business community. We have been successfully serving small businesses like yours in all 83 counties of Michigan since 1969. We're located in Lansing, just one block from the Capitol. Our mission is to help Michigan small businesses succeed by promoting entrepreneurship, leveraging buying power and engaging in political advocacy. When small businesses band together through the Small Business Association of Michigan, they achieve more than they could on their own.  Our 32,000 members are as diverse as Michigan's economy. From accountants to appliance stores, manufacturers to medical, and restaurants to retailers, what unites the SBAM membership is the spirit of entrepreneurship…a spirit that drove you to start and continue to operate your own business because you believe you can do something better than anyone else is doing it! (music licensed from www.jukedeck.com)

When 62% of your customers are making decisions based on deals and discounts, is investing in premium customer experience a luxury you can still afford, or is it the only thing that can actually save you? Agility requires brands to move beyond seasonal planning and into a state of continuous listening. It's about having the insight and infrastructure to pivot your customer experience strategy in real-time based on economic signals and shifting consumer priorities. Today, we're going to talk about decoding the often-conflicting signals consumers sent during the last holiday season. Five9 posted some of their findings in a report that we'll link out to in the show notes. We'll explore how deep-seated economic pressures are reshaping shopping habits, and how AI is moving from a back-office tool to a front-line differentiator that can deliver both the savings customers crave and the experiences that build loyalty. To help me discuss this topic, I'd like to welcome, Jenn Edwards, VP of Customer Experience at Five9. About Jenn Edwards Jenn Edwards is an accomplished professional in customer experience and marketing, currently serving as the VP of Customer Experience at Five9. With a robust background that includes roles such as Marketing and Customer Experience Advisor at JME Consulting and Co-Founder of Community Art Collaborative, Jennifer has demonstrated strong leadership and innovative thinking. Previously, Jennifer held the position of Americas Field Marketing Leader at Cisco and served as VP Global Demand at WalkMe™. Educationally, Jennifer holds a Master of Science in Telecommunications Management from UCL and a Bachelor of Science in Marketing/International Business from Manhattan College. Jenn Edwards on LinkedIn: https://www.linkedin.com/in/jennifermaciveredwards/ Resources Five9: https://www.five9.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

When 62% of your customers are making decisions based on deals and discounts, is investing in premium customer experience a luxury you can still afford, or is it the only thing that can actually save you?Agility requires brands to move beyond seasonal planning and into a state of continuous listening. It's about having the insight and infrastructure to pivot your customer experience strategy in real-time based on economic signals and shifting consumer priorities.Today, we're going to talk about decoding the often-conflicting signals consumers sent during the last holiday season. Five9 posted some of their findings in a report that we'll link out to in the show notes.We'll explore how deep-seated economic pressures are reshaping shopping habits, and how AI is moving from a back-office tool to a front-line differentiator that can deliver both the savings customers crave and the experiences that build loyalty.To help me discuss this topic, I'd like to welcome, Jenn Edwards, VP of Customer Experience at Five9. About Jenn Edwards Jenn Edwards is an accomplished professional in customer experience and marketing, currently serving as the VP of Customer Experience at Five9. With a robust background that includes roles such as Marketing and Customer Experience Advisor at JME Consulting and Co-Founder of Community Art Collaborative, Jennifer has demonstrated strong leadership and innovative thinking. Previously, Jennifer held the position of Americas Field Marketing Leader at Cisco and served as VP Global Demand at WalkMe™. Educationally, Jennifer holds a Master of Science in Telecommunications Management from UCL and a Bachelor of Science in Marketing/International Business from Manhattan College. Jenn Edwards on LinkedIn: https://www.linkedin.com/in/jennifermaciveredwards/ Resources Five9: https://www.five9.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

When 62% of your customers are making decisions based on deals and discounts, is investing in premium customer experience a luxury you can still afford, or is it the only thing that can actually save you? Agility requires brands to move beyond seasonal planning and into a state of continuous listening. It's about having the insight and infrastructure to pivot your customer experience strategy in real-time based on economic signals and shifting consumer priorities. Today, we're going to talk about decoding the often-conflicting signals consumers sent during the last holiday season. Five9 posted some of their findings in a report that we'll link out to in the show notes. We'll explore how deep-seated economic pressures are reshaping shopping habits, and how AI is moving from a back-office tool to a front-line differentiator that can deliver both the savings customers crave and the experiences that build loyalty. To help me discuss this topic, I'd like to welcome, Jenn Edwards, VP of Customer Experience at Five9. About Jenn Edwards Jenn Edwards is an accomplished professional in customer experience and marketing, currently serving as the VP of Customer Experience at Five9. With a robust background that includes roles such as Marketing and Customer Experience Advisor at JME Consulting and Co-Founder of Community Art Collaborative, Jennifer has demonstrated strong leadership and innovative thinking. Previously, Jennifer held the position of Americas Field Marketing Leader at Cisco and served as VP Global Demand at WalkMe™. Educationally, Jennifer holds a Master of Science in Telecommunications Management from UCL and a Bachelor of Science in Marketing/International Business from Manhattan College. Jenn Edwards on LinkedIn: https://www.linkedin.com/in/jennifermaciveredwards/ Resources Five9: https://www.five9.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

When 62% of your customers are making decisions based on deals and discounts, is investing in premium customer experience a luxury you can still afford, or is it the only thing that can actually save you?Agility requires brands to move beyond seasonal planning and into a state of continuous listening. It's about having the insight and infrastructure to pivot your customer experience strategy in real-time based on economic signals and shifting consumer priorities.Today, we're going to talk about decoding the often-conflicting signals consumers sent during the last holiday season. Five9 posted some of their findings in a report that we'll link out to in the show notes.We'll explore how deep-seated economic pressures are reshaping shopping habits, and how AI is moving from a back-office tool to a front-line differentiator that can deliver both the savings customers crave and the experiences that build loyalty.To help me discuss this topic, I'd like to welcome, Jenn Edwards, VP of Customer Experience at Five9. About Jenn Edwards Jenn Edwards is an accomplished professional in customer experience and marketing, currently serving as the VP of Customer Experience at Five9. With a robust background that includes roles such as Marketing and Customer Experience Advisor at JME Consulting and Co-Founder of Community Art Collaborative, Jennifer has demonstrated strong leadership and innovative thinking. Previously, Jennifer held the position of Americas Field Marketing Leader at Cisco and served as VP Global Demand at WalkMe™. Educationally, Jennifer holds a Master of Science in Telecommunications Management from UCL and a Bachelor of Science in Marketing/International Business from Manhattan College. Jenn Edwards on LinkedIn: https://www.linkedin.com/in/jennifermaciveredwards/ Resources Five9: https://www.five9.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Episode web page: https://bit.ly/4eZNwDS ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- What does it take to consistently deliver exceptional customer experiences? In this episode of Insights Unlocked, guest Mark Slatin—CX thought leader, educator, and host of The Delighted Customer podcast—shares how trust acts as the foundation for business transformation. Drawing on his Trusted Guide Framework, Mark explores how to operationalize customer experience, earn executive buy-in, and create lasting customer loyalty through empathy, listening, and collaboration. You'll learn: Why every customer has an experience—whether or not you design for it The dangers of the “hero trap” in leadership and how to overcome it How to build a culture of trust within your team and organization Ways to get executive buy-in using stakeholder-centric storytelling Why empathy is the game-changer in closing the customer experience gap The role of AI in enhancing—but not replacing—human-centric CX strategies Resources & Links: Becoming a Trusted Guide™ (On Demand Course via CXPA) - https://www.pathlms.com/cxpa/courses/105144 The Trusted Guide Roadmap™ (Live Master Class) - https://www.empoweredcx.com/ The Delighted Customers Podcast - https://www.empoweredcx.com/podcast Mark Slatin on LinkedIn (https://www.linkedin.com/in/markslatin)  Bobby Meixner on LinkedIn (https://www.linkedin.com/in/bmeixner/) Nathan on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast

EP 391 - This week we are joined by Toby Burns, immersive events pioneer and the man behind Silent Disco.He has some quite spicy things to say about how the UK treats entrepreneurship and flags an innovation that he would love to see the UK copy from China.Yep, we should copy China.You'll have to listen in to find out how and why. But you will also get some real nuggets of business wisdom (in handy catch phrases). Such as “innovate or evaporate”, “diversify or die”.Most importantly, if you want to create continued success you need to create a great customer experience at every touchpoint.Let us know what you think in the comments.*For Apple Podcast chapters, access them from the menu in the bottom right corner of your player*00:00 BWB with Toby Burns01:16 Andy's intro to Toby01:58 The Silent Disco Business Model03:57 Toby's Early Career and Family Business07:02 Customer Service and Business Philosophy14:16 Property Investments and Business Strategy16:55 Innovations and Future Plans30:16 The Turning Point: Scaling a Business31:01 Innovating in the Entertainment Industry32:52 Customer Service and Business Processes39:14 The Impact of Taxes on Business48:11 Navigating the COVID-19 Crisis54:15 Advice for Young Entrepreneurs01:03:12 Toby's Ultimate Party Line-Upbusinesswithoutbullshit.meWatch and subscribe to us on YouTubeFollow us:InstagramTikTokLinkedinTwitterFacebookIf you'd like to be on the show, get in contact - mail@businesswithoutbullshit.meBWB is powered by Oury Clark

What does hospitality get right about delivering memorable customer experiences? On this episode of The Modern Customer Podcast, Taylor Scott, bestselling author, keynote speaker, and organizational development consultant, joins the show to share what two decades in hospitality taught him about culture, leadership, and service that truly lasts. With experience at Disney, Gaylord Hotels, Wynn Las Vegas, and The Cosmopolitan, Taylor now helps Fortune 500 companies build values-driven cultures that deliver real results. This conversation draws from his forthcoming book, Give Hospitality, focused on leading through values and culture. Key takeaways from the episode: • How five core values drive meaningful customer and employee interactions every day • Why lasting loyalty is built through human connection, not just operational efficiency • How inclusive cultures unlock higher performance, engagement, and innovation • What every leader can take from hospitality to create a more people-centered, service-driven culture Listen now to The Modern Customer Podcast to discover how hospitality leadership can elevate how your organization serves, connects, and grows. This episode is sponsored by SCAYLE Commerce Engine, the flexible and scalable eCommerce platform built to grow enterprise brands pain free. Visit www.scayle.com to learn more Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with our guest, Nora Osman, on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks 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.

Season 5, Episode 5 of Making Business Profitable is here! Join Mike and Dave as they dive deep into today's topic -"Walk a mile in my boots for a great customer experience." How can you improve your customer experience for your customers?A very imporant aspect that will help your business!

Why Great Service Must Come Before Customer Rewards  Shep Hyken interviews Aleksander Kaczmarek, VP of Loyalty Partnerships at CarTrawler. He talks about how well-designed loyalty programs can enhance customer engagement by providing memorable experiences and perks that make customers feel valued and more likely to become loyal to a brand.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What role do loyalty programs play in enhancing customer engagement?  How can companies leverage loyalty programs to generate additional revenue?  Can loyalty programs drive repeat business without sacrificing the quality of customer experience?  How can technology help create a seamless customer experience within a loyalty program?  How can companies motivate inactive loyalty program members to become more engaged participants?  Top Takeaways:    There is a difference between loyalty and repeat business. Loyalty programs, including points and rewards, are designed to encourage repeat business. Combined with a great experience, they create an emotional connection that leads to true loyalty.    If a company provides poor experiences, no loyalty program can retain its customers. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty.    Technology has transformed loyalty programs by creating a more seamless and personalized experience. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms.    In the US, a typical consumer might be a member of around 15 loyalty programs. However, what truly matters is the customers' active participation in these loyalty programs, which is crucial to its success. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs.    Millennials and Gen Z are changing how loyalty programs are perceived and utilized. For example, many prefer booking their travel through their bank's credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Loyalty programs must have flexible redemption options and seamlessly integrate into apps and digital platforms.    Loyalty programs must blend experiences, savings, and perks to maintain their appeal. Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable.    For more insights on loyalty programs, customer engagement, and enhancing customer experience, check out  Driving Loyalty: Market Insights on Car Rentals & Reward Programs report by CarTrawler.     Plus, Shep and Aleksander discuss what can happen when multiple brands collaborate to expand the perks and benefits offered to customers. Tune in!   Quote:   "Loyalty, when combined with a great experience, is deeper than just a savings and a repeat purchase."      About:    Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler, a B2B tech business that partners with the world's largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

In this week's episode of the SIMPLE brand podcast, I talk with Steven Van Belleghem.Steven is one of the top customer experience thought leaders in the world. He's helped world-leading companies like Disney, Mastercard, Mercedes, and Salesforce learn how to be more customer-centric. And Steven is the author of six bestselling books including his latest - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture.Here's what we discuss:How to know if your brand is truly customer-centricThe value of adding emotion to customer relationshipsHow details make the difference in your customer experienceThe barriers that keep brands from being customer-centricHow to instill effective empathy in your customer experienceThe secret to customer loyalty is being more loyal to your customersRESOURCES FROM THIS EPISODE:Steven's websiteSteven's book - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture Steven's free resource - How to Become a Shiny Diamond WorkbookSteven's YouTube channel Steven on LinkedInSIMPLE brand Podcast #35 - Create a Customer-Centric Experience

Want to add strategic pricing to your marketing tool box? Go to InteliChek or call 877-827-7273 and ask about our InteliShare Series!   InteliShare  contains all of our promotional tools that you can use to promote your favorable prices, including our InteliAds, the printable flyers that you can show off in easel displays, InteliMedia, for your Digital Media Boards AND InteliWidgets, so you can show off price comparisons on your website and even let your customers schedule from the widget.   Summary In this conversation, Brandon Nixon, the Chief Revenue Officer at Update Promise, discusses the evolution of customer experience in the automotive industry, particularly in dealership service departments. He shares insights on the challenges faced by independent collision shops, the importance of technology in enhancing customer engagement, and the impact of video and photo communication on repair orders. Nixon emphasizes the shift towards online payments and changing communication preferences among customers, highlighting the need for dealerships to adapt to these trends to improve customer satisfaction. In this conversation, Brandon Barnett and Brandon Nixon discuss the evolving landscape of customer experience in the automotive service industry, emphasizing the importance of technology, particularly AI, in improving scheduling and service efficiency. They explore the balance between technology and human interaction, the significance of strong leadership in service departments, and the need to address customer complaints to enhance overall satisfaction. The launch of the Service Lounge podcast is highlighted as a platform for gathering customer feedback and insights. The discussion also touches on the competitive dynamics between dealerships and independent service providers, stressing the necessity for dealerships to innovate and communicate their value effectively.   Takeaways Update Promise aims to enhance customer experience in automotive service. The company originated from a need in the collision repair industry. Independent collision shops face increasing challenges from larger conglomerates. Younger generations expect seamless, technology-driven experiences. Scheduling and wait times are major complaints in the automotive service industry. Video and photo communication significantly boost repair order values. Online payment options lead to higher customer satisfaction. Text messaging has become the preferred communication method for customers. The opt-out rate for text messaging has drastically decreased. Technology is essential for modernizing the automotive service experience. Retail has become more personal with technology. Scheduling appointments improves customer planning. AI can significantly reduce appointment scheduling time. The human element is essential in customer service. Strong leadership drives better customer experiences. Customer complaints provide valuable insights for improvement. The Service Lounge podcast focuses on customer feedback. Automotive industry has the highest rate of customer complaints. Independents are quickly adopting new technologies. Dealerships must communicate their unique value to customers.     Music: Makenna Susan-Lost To The Siren Amir Madani Rascado-So In Love With You Corolina Combo-Hype The Crowd The Revolution-Whiskey Saints Reveille-Young & Free         This episode is possible with the help of VISPERIO Performance, which provides tailored solutions to ignite Automotive Dealership Fixed Operations Performance & Profit.  Find out more at: https://visperio.com/

Want to add strategic pricing to your marketing tool box? Go to InteliChek or call 877-827-7273 and ask about our InteliShare Series!   InteliShare  contains all of our promotional tools that you can use to promote your favorable prices, including our InteliAds, the printable flyers that you can show off in easel displays, InteliMedia, for your Digital Media Boards AND InteliWidgets, so you can show off price comparisons on your website and even let your customers schedule from the widget.   Summary In this conversation, Brandon Nixon, the Chief Revenue Officer at Update Promise, discusses the evolution of customer experience in the automotive industry, particularly in dealership service departments. He shares insights on the challenges faced by independent collision shops, the importance of technology in enhancing customer engagement, and the impact of video and photo communication on repair orders. Nixon emphasizes the shift towards online payments and changing communication preferences among customers, highlighting the need for dealerships to adapt to these trends to improve customer satisfaction. In this conversation, Brandon Barnett and Brandon Nixon discuss the evolving landscape of customer experience in the automotive service industry, emphasizing the importance of technology, particularly AI, in improving scheduling and service efficiency. They explore the balance between technology and human interaction, the significance of strong leadership in service departments, and the need to address customer complaints to enhance overall satisfaction. The launch of the Service Lounge podcast is highlighted as a platform for gathering customer feedback and insights. The discussion also touches on the competitive dynamics between dealerships and independent service providers, stressing the necessity for dealerships to innovate and communicate their value effectively.   Takeaways Update Promise aims to enhance customer experience in automotive service. The company originated from a need in the collision repair industry. Independent collision shops face increasing challenges from larger conglomerates. Younger generations expect seamless, technology-driven experiences. Scheduling and wait times are major complaints in the automotive service industry. Video and photo communication significantly boost repair order values. Online payment options lead to higher customer satisfaction. Text messaging has become the preferred communication method for customers. The opt-out rate for text messaging has drastically decreased. Technology is essential for modernizing the automotive service experience. Retail has become more personal with technology. Scheduling appointments improves customer planning. AI can significantly reduce appointment scheduling time. The human element is essential in customer service. Strong leadership drives better customer experiences. Customer complaints provide valuable insights for improvement. The Service Lounge podcast focuses on customer feedback. Automotive industry has the highest rate of customer complaints. Independents are quickly adopting new technologies. Dealerships must communicate their unique value to customers.     Music: Makenna Susan-Lost To The Siren Amir Madani Rascado-So In Love With You Corolina Combo-Hype The Crowd The Revolution-Whiskey Saints Reveille-Young & Free         This episode is possible with the help of VISPERIO Performance, which provides tailored solutions to ignite Automotive Dealership Fixed Operations Performance & Profit.  Find out more at: https://visperio.com/

In this episode of The Lazy CEO Podcast, Jim Schleckser, founder of The CEO Project, discusses the growing field of customer experience engineering alongside Sharon McGuire. The episode explores how companies can design processes that delight customers, turning their experiences into key marketing tools. The hosts emphasize that understanding customers, including segmenting them based on their unique needs, is critical for crafting a successful customer journey. They touch on methods like surveys and qualitative focus groups to gain insights into customer desires, noting that exceptional experiences often come from delivering what customers didn't explicitly request but would love. They highlight the importance of eliminating friction, such as through seamless technology or low-effort processes, like easy car rentals and fast online checkouts, drawing parallels between B2C experiences (like Amazon) and B2B environments.

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.

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: 

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

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.  

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. 

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/

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/

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/

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/

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.

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 person to person is essential. 1) Be proactive - anticipate what your customers' needs are before they ask for them. For example, if you know your customer needs a receipt, offer it upfront rather than waiting until they ask for it. 2) Make sure everything is in order, including being organized with paperwork and having the right supplies, like pens, paper, and other items needed for transactions. 3) Give personal attention - don't be afraid to go out of your way for customers by remembering their names or offering them a cup of coffee while they wait. 4) Offer an apology if something goes wrong. Michael Jackness shares a lot of valuable insights on our podcast. Watch or listen to the entire episode to know a lot more. Let's discuss more in our group - https://www.linkedin.com/groups/12416146/ . [yt-video vid="lFuAOy7TkC8" title="How to Create a Great Customer Experience with Michael Jackness" img="https://unmiss.com/wp-content/uploads/2022/11/how-to-create-a-great-customer-experience-.png" desc=" 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 person to person is essential. 1) Be proactive - anticipate what your customers' needs are before they ask for them. For example, if you know your customer needs a receipt, offer it upfront rather than waiting until they ask for it. 2) Make sure everything is in order, including being organized with paperwork and having the right supplies, like pens, paper, and other items needed for transactions. 3) Give personal attention - don't be afraid to go out of your way for customers by remembering their names or offering them a cup of coffee while they wait. 4) Offer an apology if something goes wrong. Michael Jackness shares a lot of valuable insights on our podcast. Watch or listen to the entire episode to know a lot more. Let's discuss more in our group - https://www.linkedin.com/groups/12416146/. " upload="2022-11-17" duration="PT00H45M12S" shadow="1" lazy="1"] Learn more about Michael Jackness on the following resources: Website: https://www.terran.com/ Linkedin: https://www.linkedin.com/in/mikejackness/

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

In this episode, Jon Picoult, founder and principal at Watermark Consulting, and author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions and how to deliver a cost-effective experience customers value long term. If you'd like to provide feedback on the show, please fill out our survey here. If you'd like to learn more about Jon Picoult, you can find him on LinkedIn. Order Jon's book here.