Podcast appearances and mentions of marilyn suttle

Why You Can't-Miss This EpisodeIn this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement.About the GuestMarilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing.She works with organizations that want to stand out as the business of choice.A bestselling author, of three customer service books, including "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations.Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues.Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty.As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end.Relevant LinksLinkedIn: http://www.linkedin.com/in/marilynsuttleThe Top 3 Key LearningsEmpathy First: Start with understanding and validating the customer's or employee's emotions. Simple phrases like "You're right" can disarm tension and build trust.Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence.Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity.Chapters00:00 Introduction and Welcome00:33 Meet Marilyn Suttle 03:09 Core Values and Passion 05:27 Handling Difficult Customers 09:29 Leadership and Employee Support 15:27 Resilience and Well-being 17:40 Personal Practices for Success 20:37 Setting Boundaries with Customers 25:34 Future of Customer Experience 27:14 Final Thoughts and Contact InformationKeywordscustomer experience, empathy in customer service, dealing with tough customers, Marilyn Suttle, CX podcast, resilience in leadership, customer engagement strategies, employee engagement, effective communication, leadership coaching, handling customer complaints, role of empathy in CX, CX podcast episode,Your feedback is a gift—share your thoughts, questions, or ideas with us!Apple Podcast: Listen on Apple PodcastsSpotify: Listen on SpotifyLet's continue the conversation on transforming customer and employee experiences!

How do we do a better job handling it when we get flustered and defensive?How do we give and receive criticism in a way the builds trust and encourages improvement?What is the alternative to flight or fight that promotes cooperation and collaboration?These and other critical question for success in business and in life are answered when customer service maven Marilyn Suttle joins the Rabbi and the Shrink.https://www.linkedin.com/in/marilynsuttle/https://marilynsuttle.com/0:50 Wellbeing and security are critical to a healthy work environment for workers and customersEthics creates a culture of trust, solid relationships, and loyaltyRaising trust increases expectations, which is a good thingDevelop the skill set to deal with difficult and unexpected situationsDifferent values and styles need to be accommodated6:00 Learned behavior is not easily unlearnedHow do we handle it better when we get flustered and defensive?We're 100% responsible for 50% of every relationshipWe make assumptions about the facts, which may or may not be trueWe make up stories that create feelings by exploiting our unmet expectationsWhat outcome do we really want?Clear communication often defuses conflict before it happens.13:00 When we get into fight or flight, our biology hijacks our thinking and decision makingThe other option is a challenge response, which can focus and motivate usBeing honest make us vulnerable, which is frightening but creates the potential for closeness17:30 It's all in the palm of your hand:First impressions -- eliminate the potential for annoyanceLast impressionManage high emotion momentsMarry yourself to your team and your customersMeasure and gauge -- feedback21:15 Value their time and ask only for meaningful feedback and use itHow do you respond to criticismRedirect attention toward the good to promote reframingTake responsibility and show appreciation27:00 Empower employees to address customer issuesHave someone to call to help you regain clarity31:00 Different perspectives generate an ethical view32:00 The word of the day:  pithyWe don't want to reduce all ideas to soundbites, but we do want to be concise so our ideas have impact34:00 Happiness is a profound concept that come from being part of something important36:00 Tailor your customer care according to the needs of each customer37:00 Blaming, complaining, and making excuses are responses that will not lead to improvementThe difference between responding and reactingGet comfortable with silence or pausingCounting to 10 reboots your brainResist the pressure to fill empty space without thinking firstThe benefit of one, two, and three second pausesThe pauses are the most essential part of the classIt takes stress to allev

In our recently published Customer Support Trends Report for 2022 a significant 64% of support leaders say their team have felt “burned out” in the past 12 months. Companies that focus on their wellbeing will be the ones to thrive. That's why this week on Inside Intercom we spoke to wellbeing coach Marilyn Suttle about wellbeing practices in and outside the workplace and how to restore good feelings after dealing with stressful situations.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

How do we do a better job handling it when we get flustered and defensive?How do we give and receive criticism in a way the builds trust and encourages improvement?What is the alternative to flight or fight that promotes cooperation and collaboration?These and other critical question for success in business and in life are answered when customer service maven Marilyn Suttle joins the Rabbi and the Shrink.https://www.linkedin.com/in/marilynsuttle/https://marilynsuttle.com/0:50 Wellbeing and security are critical to a healthy work environment for workers and customersEthics creates a culture of trust, solid relationships, and loyaltyRaising trust increases expectations, which is a good thingDevelop the skill set to deal with difficult and unexpected situationsDifferent values and styles need to be accommodated6:00 Learned behavior is not easily unlearnedHow do we handle it better when we get flustered and defensive?We're 100% responsible for 50% of every relationshipWe make assumptions about the facts, which may or may not be trueWe make up stories that create feelings by exploiting our unmet expectationsWhat outcome do we really want?Clear communication often defuses conflict before it happens.13:00 When we get into fight or flight, our biology hijacks our thinking and decision makingThe other option is a challenge response, which can focus and motivate usBeing honest make us vulnerable, which is frightening but creates the potential for closeness17:30 It's all in the palm of your hand:First impressions -- eliminate the potential for annoyanceLast impressionManage high emotion momentsMarry yourself to your team and your customersMeasure and gauge -- feedback21:15 Value their time and ask only for meaningful feedback and use itHow do you respond to criticismRedirect attention toward the good to promote reframingTake responsibility and show appreciation27:00 Empower employees to address customer issuesHave someone to call to help you regain clarity31:00 Different perspectives generate an ethical view32:00 The word of the day:  pithyWe don't want to reduce all ideas to soundbites, but we do want to be concise so our ideas have impact34:00 Happiness is a profound concept that come from being part of something important36:00 Tailor your customer care according to the needs of each customer37:00 Blaming, complaining, and making excuses are responses that will not lead to improvementThe difference between responding and reactingGet comfortable with silence or pausingCounting to 10 reboots your brainResist the pressure to fill empty space without thinking firstThe benefit of one, two, and three second pausesThe pauses are the most essential part of the classIt takes stress to alleviate stress46:00 The core of ethics is growingIf we aren't experiencing growing pains, we aren't really living.

Guest, Marilyn Suttle

https://www.engati.com/ Engati is the world's leading no-code, multi-lingual chatbot platform. https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg Blog link: https://engati.com/blog | Subscribe now. Check out CX Community page - https://www.engati.com/cx-community And CX Content page - https://www.engati.com/cx-content Marilyn Suttle, CEO, Customer Service Keynoter and Success Coach talks about how can SMEs emerge in a new environment which is pushing digital channels and remote work to the maximum and  the rapid onset of digital transformation and automation catapulted the progress of AI that has accelerated its impact. Follow us on Facebook: http://s.engati.com/157 LinkedIn: http://s.engati.com/158 Twitter: http://s.engati.com/156 Instagram: https://www.instagram.com/getengati/ #EngatiCX #digital #CX #AI #digitaltransformation"

In this episode, we continue to explore brain-body modalities for healing and optimal living. In this episode, we explore optimal performance from a coaching perspective. Our guest is Eva Medilek, a Certified High-Performance Coach and Relationship Success Coach. We have five mantras from this episode: Mantra #1: S + R = R (Situation + Reaction equals Result). Mantra #2: Become aware of your habits/patterns/beliefs in order to understand your relationship operating system Mantra #3: Understand how schema (typically developed from early childhood experiences) shape our behavior. Mantra #4: You are 100% responsible for 50% of your relationships (See how Eva’s philosophy aligns with Marilyn Suttle’s) Mantra #5: Don’t understand the impact of stress on how you show up in the world. More about Eva Eva Medilek is a Certified High-Performance Coach and a Relationship Success Coach, coaching both men and women in personal development, leadership, and mastering habits for success. She specializes in helping driven executives, entrepreneurs, influencers and businesses achieve higher levels of business growth without sacrificing health, well-being, and relationships. Eva knows, first hand, how a driven personality type can leave you feeling lonely, disappointed, frustrated, and resentful in your personal relationships, which impacts your ability to achieve success professionally. She uses her personal experiences along with her leadership, transformational, and high-performance training to teach you the pillars of high performance as well as showing you how to communicate in a way that fosters influence and connection in your personal life and your career. Eva believes that the power of your personal and professional relationships can be unlocked in a way the creates success and high-performance mastery in every area of your life. LINKS https://www.evamedilek.com/ https://www.instagram.com/personalcoach4success/ https://www.linkedin.com/in/evamedilek/ https://www.facebook.com/personalcoach4success/

In this episode, you’ll hear some timely advice during the 2020 COVID-19 pandemic, with information on how to engage with health care providers and others in a loving way. Our guest, Marilyn Suttle, is one of the top 10 of Global Guru's Top 30 Customer Service Thought Leaders for 2020. We have seven “fun nuggets” from the episode: #1: Be present during these challenging times. We want to create an ability to override our natural biology which is based on the survival instinct (and fear). #2: (Pause)... then look for the positive even in the negative. #3: (Pause)...then create some distance between the situation and the result (what lies between is the belief, which you can control). #4: Work on compassion and empathy for others from a somatic (body-based) level. #5: Recognize that you energetically create your world with your emotions. #6: Connection is part of the job when you are dealing with customers. #7: Claim 100% responsibility for 50% of your relationships. About Marilyn Suttle Marilyn Suttle is a results coach and customer service expert who specializes in creating “Suttle Shifts” in the way people think and act, so they can produce massive results. A leading authority in service excellence, communication, and strengthening relationships, as well as content marketing, she's been sourced as an expert by Psychology Today, U.S. News and World Report, Corp Magazine, and many more. Marilyn is listed in the top 10 of Global Guru's Top 30 Customer Service Thought Leaders for 2020. She has published three books - one with a major publisher, one self-published, and a customer service coloring book! Links Marilyn Suttle’s website: https://www.marilynsuttle.com/ More about the modality Marilyn mentioned, RIM: https://www.riminstitute.com/about/dr-deb-sandella/

Being the Guardian of Your Service Culture Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have gone on to increase their scores for customer satisfaction and improved employee engagement. Many have also earned awards in their industry. So, what is the secret to maintaining your customer service culture to all these critical gains and accolades? Suttle says it is first defining your customer service culture and then, for leadership to take responsibility for being the guardian of it. Your customer service culture is essential to your organization. It is your competitive differentiator that gives you an identity in the marketplace. Moreover, a customer service culture is more than words on a page, more than your written mission statement, stated values or desired vision for your company. It's the actions you take day to day and the emotions you evoke in your customers when you interact with them. Suttle recommends you start by defining what your organization's customer service culture is going to be. Once you have an agreement, you then must establish standards that show you are achieving success and accountability measures to ensure you hit them.  Next is implementation, a part of the process that has its challenges. Sometimes, when an organization lacked a focus on customer service before or had a much different style, change can be difficult for the team and can foster resistance. Also, your leadership team usually wants to show an ROI for all the time and money they have invested in this effort, which only adds to the pressure. However, you are not done with hard times yet. After running the gauntlet of implementation, you now face the task of upkeep and maintenance of the culture as you lose and gain employees and your workforce spreads across the country or even the globe. Suttle has much experience with organizations that have been successful in defining, establishing, and maintaining their customer service culture. She shares her unique insight into what makes it work for them along with many of their best practices that helped along the way. Listen to the podcast in its entirety to learn more about [TOPIC] Experience   The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior. If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization's marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Being the Guardian of Your Service Culture Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have gone on to increase their scores for customer satisfaction and improved employee engagement. Many have also earned awards in their industry. So, what is the secret to maintaining your customer service culture to all these critical gains and accolades? Suttle says it is first defining your customer service culture and then, for leadership to take responsibility for being the guardian of it. Your customer service culture is essential to your organization. It is your competitive differentiator that gives you an identity in the marketplace. Moreover, a customer service culture is more than words on a page, more than your written mission statement, stated values or desired vision for your company. It's the actions you take day to day and the emotions you evoke in your customers when you interact with them. Suttle recommends you start by defining what your organization's customer service culture is going to be. Once you have an agreement, you then must establish standards that show you are achieving success and accountability measures to ensure you hit them.  Next is implementation, a part of the process that has its challenges. Sometimes, when an organization lacked a focus on customer service before or had a much different style, change can be difficult for the team and can foster resistance. Also, your leadership team usually wants to show an ROI for all the time and money they have invested in this effort, which only adds to the pressure. However, you are not done with hard times yet. After running the gauntlet of implementation, you now face the task of upkeep and maintenance of the culture as you lose and gain employees and your workforce spreads across the country or even the globe. Suttle has much experience with organizations that have been successful in defining, establishing, and maintaining their customer service culture. She shares her unique insight into what makes it work for them along with many of their best practices that helped along the way. Listen to the podcast in its entirety to learn more about [TOPIC] Experience   The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior. If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization's marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Marilyn is a human potential expert and the author of the book Who’s Your Gladys which focusses on how to develop Customer retention to increase profits and create happy, connected customers (internal and external) that come back.  She is also a listed as a recommended Human Potential Trainer by Jack Canfield, author of Chicken Soup for the Soul. Marilyn offers practical tools to maximize success with customers and coworkers. She taps into the human desire to excel, maximize potential and helps staff in organisations see themselves as the CEO’s of their own careers.

How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle, conference speaker, bestselling author, and coach, to discuss her new book, Color Their World - The Art of Creating Strong Customer Loyalty. TOP TAKEAWAYS: ● The more automated things become, the more important it is to have strong customer service. Automated features can always go wrong, and when they do, someone has to speak to the customers. ● Reinforcement is just as important as training. If an employee does not have the right attitude or behavior, a leader needs to step in and provide feedback. This reinforcement ensures expectations are met. ● In a team, if you see someone who is excited about customer service, that excitement becomes infectious. This makes a greater impression than a manager approaching a team with tips or encouragement. Hearing from a peer, even if it is constructive feedback, has a better impact on employees. Finding a top performer to train their peers improves the employee experience, which in turn improves the customer experience. ● Suttle’s new book, Color Their World - The Art of Creating Strong Customer Loyalty is not your typical book. It’s actually a coloring book that features a sentence starter on each page. For example, “If my best customers described me, they would likely say _____.” The combination of the two activities, filling in the blank and coloring, creates a unique situation that can improve focus and reduce stress, which helps retention of the answers to these powerful sentence starters. Transparency is key. You must be transparent, honest, and upfront with your customers to build trust. Without that trust, there will be no loyalty. Customers will find someone else if they do not have confidence in your business. ABOUT: Marilyn Suttle is a leading authority in service excellence, business and personal relationships, and content marketing. Her latest book, Color Their World - The Art of Creating Strong Customer Loyalty is available now. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Bestselling author Marilyn Suttle helps leaders and front line staff use small “Suttle Shifts” to create BIG wins in customer loyalty. After working with Marilyn, her clients have won industry awards, raised customer satisfaction scores and increased employee engagement. Her advice has been regularly featured on TV News, radio and print.   Where you can find Marilyn online: www.SuttleShifts.com www.WhosYourGladys.com   What did you think of this episode? I want to know. Go to MarkStruczewski.com/marilyn and leave a comment.   To leave feedback about the podcast or give suggestions for ideas for future episodes (including guests you'd like to hear me interview), go to MarkStruczewski.com/mypodcast or email feedback@markstruczewski.com. If you are looking to take your productivity to the next level or if you are interested in bringing me in to speak at your event, visit MarkStruczewski.com. Follow me on LinkedIn, Facebook, Twitter and Instagram. Subscribe to my weekly Next Level Productivity Digest. If you love the show, share it with a friend on Apple Podcasts.

‘Don't grow a wishbone where your backbone ought to be.' Rather than running from conflict, Marilyn Suttle suggests that if you are willing to listen when a customer or colleague is angry, there is a real opportunity to grow and strengthen the relationship. Suttle is a customer service and communication expert who is known for helping teams make ‘Suttle Shifts' in thinking to achieve breakthrough success with customers. Her clients include Ford Motor, American Axle, and Visteon, among others. She is also a sought-after international speaker, presenting to global leadership teams with a focus on customer service and composure under pressure. Suttle is the best-selling author of the customer service guides Who's Your Gladys? and the 2016 release, Taming Gladys! Her advice has been featured on a number of well-known podcasts and TV news spots and in publications like Psychology Today, Fast Company, and US News and World Report. Today she explains how to reframe conflict, why political discourse shuts down the frontal cortex, and how simple changes can have a big-time impact. Listen in to identify your Gladys—and what you can learn from her!   Key Interview Takeaways  Your ‘Gladys' is the customer who points out problem areas. She requires more patience and effort, but you need her because Gladys is willing to speak up when others don't. Look for the simple changes that make the biggest impact. For example, your entire team should be aligned with the same definition of ‘response time.' Customers crave consistency of experience. Create a culture of customer service. Leadership must demonstrate customer service and model it internally. Don't grow a wishbone where your backbone ought to be. Conflict, well handled, leads to stronger relationships. Rather than avoiding it, shift your mindset to focus on staying calm and really listening. People don't always tell you when they're upset. If you are dealing with a global team, for instance, ask in advance what parts of your PowerPoint slides might be offensive, confusing or off-putting in translation. Political discourse requires that we manage the fear. When fear goes up, intelligence plummets—shutting down the frontal cortex. Stopping to breath reactivates your logic sensors, shifts your brain chemistry and puts you in a creative space. Don't take ‘grumbling' personally. For some, grumbling is part of their process when faced with a task they don't want to do. When you get upset and interfere with the process, you create unnecessary conflict. Connect with Marilyn Suttle marilynsuttle.com Marilyn on Twitter Marilyn on Facebook Who's Your Gladys on Facebook Resources Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan by Marilyn Suttle and Lori Jo Vest Taming Gladys! The Busy Leader's Guide to Creating Fierce Customer Loyalty by Lori Jo Vest and Marilyn Suttle Learn more about your ad choices. Visit megaphone.fm/adchoices

CEO and Founder of Center for Integrative Leading Kim Hill Cruz and author and president of a personal and professional growth training firm Marilyn Suttle Love the show? Subscribe, rate, review, and share! Here’s How » Join the Take The Lead community today: Dr. DianeHamilton.com Dr. Diane Hamilton Facebook Dr. Diane Hamilton Twitter Dr. Diane Hamilton LinkedIn Dr. Diane Hamilton YouTube Dr. Diane Hamilton Instagram

CEO and Founder of Center for Integrative Leading Kim Hill Cruz and author and president of a personal and professional growth training firm Marilyn Suttle   Love the show? Subscribe, rate, review, and share! Here’s How » Join the Take The Lead community today: Dr. DianeHamilton.com Dr. Diane Hamilton Facebook Dr. Diane Hamilton Twitter Dr. Diane […]

CEO and Founder of Center for Integrative Leading Kim Hill Cruz and author and president of a personal and professional growth training firm Marilyn Suttle Love the show? Subscribe, rate, review, and share! Here’s How » Join the Take The Lead community today: Dr. DianeHamilton.com Dr. Diane Hamilton Facebook Dr. Diane Hamilton Twitter Dr. Diane Hamilton LinkedIn Dr. Diane Hamilton YouTube Dr. Diane Hamilton Instagram

Today we transcend the plateaus of current customer experience understanding with Colin Shaw, founder of Beyond Philosophy and co-author of The Intuitive Customer. Creating loyalty with The Intuitive Customer So many companies are focusing on customer experience, yet so many are getting it wrong! That’s why as practitioners in the customer experience field, we’re delighted to interview Colin Shaw to discuss his new book, The Intuitive Customer. We put so much effort into understanding the rational side of the experience, such as time on call and product delivery, we often neglect the irrational side, which is centered on emotion. Unfortunately, this is the side of the experience customers will remember, and what will ultimately influence their decisions. “Paying sole attention to a rational experience,” says Colin, “is at the root cause of why organizations are getting this stuff wrong.” In this interview, Colin shares many of our favorite highlights from The Intuitive Customer. He explains how new academic research and psychology play a critical role in delivering great customer experiences, and how to connect the two. He drills down to the root causes of the general lack of real understanding companies have about their real customers. “The only way to build customer loyalty is through customers’ memories.” -Colin Shaw It’s not just about creating great experiences, but about creating good memories. You can deliver an outstanding customer experience, and yet still be remembered for the one low point in the journey. What do you want to be remembered for? “We go to the bank and they put pens on chains, which says, ‘We don’t trust you.” -Colin Shaw How can you use psychology and research to create memories that customers will want to return to? How can you transcend the common pleaters of customer experience understanding today? In this episode, we cover this and much more than we can list here. Listen in! Highlights from the interview: What inspired The Intuitive Customer, and why is now the perfect time to read it? [4:15] Why is academic research so important to customer experience practitioners? [6:50] Colin explains how lack of understanding manifests itself as poor customer experiences. [9:15] How can telecom companies, for example, better connect emotionally with customers? [11:10] How can you leverage customers’ memories to create customer loyalty? [13:30] What’s the single biggest thing Colin has learned in the past 10 years? [18:20] Why are small, seemingly trivial customer touchpoints, or microinteractions, so important? [21:10] About our guest: Colin Shaw has been recognized, by others, as a Thought Leader in Customer Experience. LinkedIn bestowed him the accolade of being one of the ‘World's Top 150 Business Influencers’.  As a result, Colin now over 242,000 followers on LinkedIn. Brand Quarterly readers also voted him one of the 'top 50 Marketing Thought Leaders Over 50' for the last two years in a row.  Colin has written six bestselling books on Customer Experience. He has made many appearances on TV and radio including CNN, BBC and NPR. He is Founder & CEO of Beyond Philosophy, one of the world's leading Customer Experience companies. Connect with Colin Twitter LinkedIn Beyond Philosophy Colin’s books Related Content 360Connext® post, How to Drive Business Results With The Peak-End Rule Customers That Stick® post, The Peak-End Rule and Customer Experience Episode 054: Marilyn Suttle, Co-Author of Who’s Your Gladys Episode 177: The ROI of Customer Experience We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success. Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

There’s a better way to reach your big goals. It’s simple, scientific, and measurable. I’ve used it to become a best-selling author, blogger/program host for international brands, a popular speaker on international stages, Mastermind leader, and coach to people like you, who want giant breakthroughs without sacrificing your quality of life. The results I get for audiences, clients, and businesses are made up of a series of small shifts that catapult you to breakthrough success. I call these Suttle Shifts.

There's a better way to reach your big goals. It’s simple, scientific, and measurable. I’ve used it to become a best-selling author, blogger/program host for international brands, a popular speaker on international stages, Mastermind leader, and coach to people like you, who want giant breakthroughs without sacrificing your quality of life. The results I get […]

Marilyn Suttle is an international conference speaker, and CEO of Suttle Enterprises, a personal and professional growth training firm based in Metro-Detroit. For 20 years she has trained thousands on relationship strengthening communication, customer service, and success strategies. Marilyn’s clients have won industry awards, raised customer satisfaction levels and gotten lasting results in reducing stress and experiencing greater success and self-fulfillment. She’s also a social media pro, humanizing the online connection.Her advice has been featured on TV news, and media like U.S. News & World Report, Ladies Home Journal, Inc. and, now, on the Navigating Change Show to name a few. 

Marilyn Suttle is an international conference speaker, and CEO of Suttle Enterprises, a personal and professional growth training firm based in Metro-Detroit. For 20 years she has trained thousands on relationship strengthening communication, customer service, and success strategies. Marilyn’s clients have won industry awards, raised customer satisfaction levels and gotten lasting results in reducing stress and experiencing greater success and self-fulfillment. She’s also a social media pro, humanizing the online connection.Her advice has been featured on TV news, and media like U.S. News & World Report, Ladies Home Journal, Inc. and, now, on the Navigating Change Show to name a few. 

Shep Hyken speaks with customer service expert, international speaker, best-selling author, and business owner, Marilyn Suttle about customer loyalty. They discuss mistakes leaders can make that hurt customer loyalty, and explain the different expectations customers have, and the level of importance each expectation plays in gaining customer loyalty. She also shares tips from her new book, “Taming Gladys: The Busy Leaders Guide to Fierce Customer Loyalty.” This episode will get you one step closer to gaining more loyal customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Today’s guest helps us understand emotional intelligence to bridge the gap between employee engagement and improved customer experiences. Emotional intelligence creates great customer experiences What is the connection between employee engagement and improved customer experience? Jim Rembach shares some of the most important ways true employee engagement helps the overall experience. It comes down to emotion, and the need to train for it is more important than ever. Improving emotional intelligence, as Jim explains, is the key to proper employee engagement. And it’s not just for workplace environments that revolve around a product or service that’s particularly emotional. All workplaces are emotional!  What can business leaders do TODAY to make their organizations more customer-centric from the inside out? Jim draws from real-life experience and shares some great stories of employee engagement successes and failures. It all points back to improving emotional intelligence, folks. And Jim has some great tips for getting started. Listen in and bridge that gap! About our guest Jim Rembach is a strategic and tactical adviser and coach who specializes in using analytics for leadership, organization development, employee engagement, and customer engagement to improve customer experiences. Jim is a certified Emotional Intelligence practitioner, Empathy Mapping Expert, a Certified Contact Center Auditor, An Even Better Place to Work Certified Expert, and an Employee Retention Specialist. Jim holds a U.S. trademark for the Servant Teamwork leadership and organizational transformation methodology. Jim is a speaker and author of nine books on contact center quality, employee engagement, customer experience, and leadership development. Jim is an Advisory Board Member for Customer Value Creation International, the talent development software company ResultPal and an expert for the Customer Experience Professionals Association and host of the Fast Leader Show podcast. Connect with Jim Twitter Google+ LinkedIn Facebook Jim’s website, Beyond Morale Jim’s podcast, Fast Leader Related Content FastLeader episode 019: Jeannie Walters Customers That Stick® post, Turning a Customer Service Culture 360Connext® post, Creating Epic Customer Connections: 6 Win/Win Employee Engagement Tips Episode 042: John Murphy on Emotional Intelligence Episode 054: Marilyn Suttle, Author of Who’s Your Gladys Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Marilyn Suttle is an expert on customer service culture change and developing emotional intelligence to foster breakthrough success. Her book, Who’s Your Gladys, reveals key methods to change the psychology around handling difficult customers. What's a Gladys? A Gladys is a demanding customer who has high expectations and may pose a challenge for you or your team. Despite these potential difficulties, these customers can give valuable feedback or illuminate aspects of your service that may need to be revamped. We've all encountered a Gladys at one point or another, and the situation can be emotional. After all, your company is your baby and criticism can be difficult to hear. How can you and your team take in the experience in a constructive way? Marilyn suggests reminding yourself that hearing criticism is a necessary part of customer resolution. Examine the psychology of the situation. What triggers does this Gladys present that bother your team? Do they appear to be demanding or cold? Recognizing the judgment allows you to find the compassion in the situation. Instead of cold, a customer may simply be slow to warm up. Therefore the tactic to communicate with them changes. Marilyn and her co-author, Lori Jo Vest detail more triggers and customer service solutions in Who's Your Gladys? and their upcoming book, Taming Gladys: How To Tame Your Most Difficult Gladys. And as a special offer, they're giving a bonus gift to today's listeners. Tune in to the episode to find out more! About Marilyn Suttle Marilyn Suttle has an incredible track record. She is the President of Suttle Enterprises, a bestselling author and keynote speaker, and a Human Potential Expert, enhancing leadership and social interaction within business teams. She trains and consults for Fortune 500 companies, entrepreneurs, and universities and manages emotional and professional development. She has been featured in The U.S. News & World Report, Ladies Home Journal, and Inc. Magazine. She joins the podcast today to share her expertise on turning upset customers into loyal fans. Connect with Marilyn LinkedInTwitterFacebookwww.MarilynSuttle.comwww.whosyourgladys.com Related Content Marilyn's book, Who's Your Gladys? How To Turn Even The Most Difficult Customer into Your Biggest FanA bonus gift for our listeners, www.whosyourgladys.com/bonus_gift Sponsor Message Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego on October 27th. You’ll learn how to create customer success while generating profitable revenue for your services business. The workshop is part of the Service Industry Summit event, which bring together leaders from companies like Cisco, Dell and others to discuss the challenges of a changing service landscape. Visit servicestrategies.com to learn more. Learn more about your ad choices. Visit megaphone.fm/adchoices

Marilyn joins us today to talk about why customer service is so important as well as how to turn some of your most difficult customers into your biggest fans. We also talk about her best-selling business book, Who's Your Gladys?: How To Turn Even The Most Difficult Customer Into Your Biggest Fan and her award-winning Who's Your Gladys customer service blog. With Marilyn's help, you'll be able to help your team learn how to help the most difficult clients, understand their needs, and turn them into loyal customers and raving fans.  You can find show notes and more information by clicking here: http://bit.ly/1IYhouY

"No one wakes up in the morning saying, 'I think I'm going to let my life spiral out of balance today,' but it's a mystery at times to keep life on track." – Marilyn Suttle Results coach Marilyn Suttle is the President of Suttle Enterprises LLC, a personal and professional growth training firm, through which she has presented training workshops and keynotes to thousands across the country. She has a proven track record for helping people gain an expanded ability to enjoy both success AND self-fulfillment. You may have seen her offer expert advice on TV news, or in print like Ladies Home Journal, Woman's World, and Inc. Magazine on communication and leadership. Marilyn specializes in creating "Suttle Shifts" in the way people think and act to cement lasting bonds with customers, colleagues and even with kids. Her bestselling book, which she co-authored with Lori Jo Vest, is entitled, Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan,offers a blueprint for succeeding in business today. Marilyn's passion is to create breakthrough communication success in areas that are important to her clients. Visit www.MarilynSuttle.com Get the OFF TO WORK CD by Sister Jenna.  Like America Meditating on FB, follow us on Twitter.

Tune in for a Discussion with Marylin Suttle on Achieving Work Life Balance.