Podcast appearances and mentions of rick delisi

Special Offer: Love Strawberry Cough? Use code COUGH20 at checkout over at ⁠⁠⁠Homegrown Cannabis Co.⁠⁠⁠ and get 20% off ALL Strawberry Cough feminized cannabis seeds! His father spent 32 years in prison for weed. In this powerful episode of the Grow Weed at Home with Kyle Kushman podcast, Rick DeLisi shares his journey as the son of Richard DeLisi, America's longest-serving cannabis prisoner. Rick opens up about the emotional toll of his father's unjust 98-year sentence, the impact of the War on Drugs on his family, and how advocacy through The Last Prisoner Project helped secure his father's release. From Amsterdam to the U.S., Rick recounts how his life intertwined with cannabis culture, his father's legacy, and the fight for justice.

Episode 99: DelisiosoWhat's Good Famiglia?! How we doin out there?! It's still hot as hell in Sacramento, but I hope things are cooling down around your way and you're getting ready for hoodie season!This week we have an absolute legend in the house. Richard DeLisi, cannabis advocate and entrepreneur, served 32 years of a 98-year sentence for a non-violent cannabis offense. Released in 2020 with help from the Last Prisoner Project, he co-founded DeLisioso with his son Rick and Kenneth Darby. In a remarkable turn, Richard now partners with Trulieve in Florida, the same state where he was once prosecuted, and benefits from the medical cannabis industry he once suffered for. His story fuels DeLisioso's mission for reform and restitution. Not only were we lucky enough to interview Richard Sr., but his son Rick Delisi came along as well to tell his story with his father. Rick DeLisi, co-founder of DeLisioso, is a cannabis industry expert and advocate. Raised in Amsterdam, he gained extensive knowledge and a valuable network. A seasoned extractor since 2015, he's mastered hydrocarbon, water hash, and live rosin techniques. With his expertise and commitment to quality, Rick drives DeLisioso's mission to deliver premium cannabis experiences and promote reform. This is one for the books folks! Y'all know what time it is…. Roll em fat, torch your rigs, pack your bongs, bag up some work, water your plants, do what you gotta do because we're about to take this ride with Richard and Rick Delisi! ✌

Listen to how Arcadis' Experience Designer, Paul Conder, uses agile principles to rapidly test and validate his design work, bringing deep customer insights to target the needs of the market. Paul believes the more inclusion is demonstrated to be viable, to design with everyone and not for, the more inclusive design will become the norm with Industry and government. Resources: https://www.arcadis.com/en Amazon.com.au : victor papanek The Effortless Experience by Matthew Dixon, Nick Toman, Rick DeLisi: 9781591845812 | PenguinRandomHouse.com: Books

Join Rick DeLisi, a master of all things customer loyalty, as he explores the increasing role of digital channels in the overall customer experience. Create seamless interactions while guiding customers to the very best resolution path!

The traditional customer interaction has steadily evolved in the age of digital customer service. But many age-old frustrations that hinder the consumer experience still plague financial brands. And that's a problem because customers aren't loyal to brands - they're loyal to positive experiences. Rick Delisi , Lead Research Analyst at Glia and co-author of The Effortless Experience, shares how financial brands can get their customers' loyalty back. Join us as we discuss: Underestimating customer expectations (5:35) Diminishing returns in delighting customers (10:20) Why video is vital to the digital customer experience (28:22) Check out these resources we mentioned during the podcast: Rick Delisi Glia The Effortless Experience: Conquering the New Battleground for Customer Loyalty Digital Customer Service: Transforming Customer Experience for an On-Screen World You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can't see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Back for the third consecutive year, Bankadelic's Banksgiving is a feats of smart observations and lively repartee as five fintech superstars share what they're thankful for, the annoying side dishes of anxiousness they could do without, and how thy've tried to make a difference in 2022. Our dinner guests: Rick Delisi, Lead Research Analyst, Glia Brian Kaas, President and Managing Director, CMFG Ventures Rob Strickland, CRO, VeriFast Brad Tompkins, CIO, Vergent LMS Will Tumulty, CEO Rapid Finance

In this week's episode of the SIMPLE brand podcast, I talk with Rick DeLisi, author of Digital Customer Service: Transforming Customer Experience for an On-Screen World!Rick's an author, a speaker, and a customer-experience expert who helps companies achieve greater customer loyalty. And he's one of the co-authors of The Effortless Experience.Today, Rick's back at it with his latest book - Digital Customer Service.The importance of crafting your customer experience centers around how you make your customer feel throughout every interaction. But in a digital-first world, you've got to make sure you invest in the right technology and the right technology processes. Delivering an outstanding customer experience today isn't just about the psychology or just about the technology - it's about having the right marriage of psychology and technology baked into the experience. And Rick's lessons help you learn just how to do that so that you're always able to meet your customers where they are.Some of the topics we discuss include:In a ME-centric culture, you should treat each individual customer like the unique person they areHow customers define their effort in a customer experience is ⅓ what they actually do and ⅔ how they feelCustomers are exponentially more loyal to a company when they feel like the company is an advocate for themWhy the term “Customer Experience” is a monster noun that has a wide variety of meaningsThe impression that customers are left with following direct contact with a company's frontline is one of the most important in the customer experience so make it countThe real definition of “meeting your customer where they are” is not what you think it isThe more your customer has agency in the customer experience, the higher their positive feelings will be about the experienceWhen brands instill a Digital Customer Service model, it creates a Win-Win-Win-Win situationRESOURCES FROM THIS EPISODE:Rick's LinkedIn profileRick's book - Digital Customer Service: Transforming Customer Experience for an On-Screen WorldRick's book - The Effortless Experience

We live in a digital-first world. The pandemic made that even more of a reality. In this podcast, Rick DeLisi of Glia, shares how contact centers can navigate generational communication preferences and the desire for live human conversations to provide excellent customer service in the digital age. Resources: Digital Customer Service Book - Transforming CX for an On-Screen World Why You Need to Measure Customer Experience in Your Contact Center (playvox.com) Five Coaching Tips For Contact Center Agents that Work (playvox.com)

The CX Goalkeeper had the great opportunity to interview Rick DeLisiLinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience"Highlights:00:00 Game Start00:56 Rick's Introduction02:13 The Effortless Experience & experience engineering06:40 Rick's Values08:10 The weakness of book "the effortless experience"11:40 Automation, Collaboration & Communication16:05 The importance of talking to a customer service agent20:40 The combination of technology and psychology21:42: The evolution of customer service23:40 what we are going to discuss in 10 years time about CX25:19 Is the effortless experience the perfect one?27:57 The Digital Customer Service Book28:40 Rick's Contact Details29:27 Rick's Book Suggestion31:20 Rick's Golden Nugget… and much moremore on: www.cxgoalkeeper.com/RickDeLisiGuest's Contact Details:https://www.linkedin.com/in/rick-delisi-1122257/Thank you, Rick.#cxgoalkeeper #customerexperience #podcast #leadership

This recording is from Fintech Nexus USA (formerly known as LendIt Fintech USA) held at the Javits Center in New York City on May 25-26, 2022. It is from the track: Data, Fraud and the Future of Identity - Sponsored by Prove and is titled: The Digital Transformation of Customer Experience. Speaking on this session are Yogesh Mulwani, Backbase, Rick DeLisi, Glia,  with Moderator: Brenda Sharton, Dechert LLP.

We've discussed in depth what Zoomers want from financial institutions on our podcast previously. An excellent customer experience, especially when it comes to digital payments, is a must-have for this generation. Rick Delisi, Glia's Lead Research Analyst, dives deeper into how financial institutions can have a fully integrated digital platform that meets the needs of their customers or members.

Partner Podcast # 17 | Digital Customer Service (DCS) technology is enabling insurers to reinvent how insurance companies interact with and support their agents and policyholders in today's digital everything world. Recorded at Duck Creek's Formation '22 conference, in this episode of the Conversations of the Creek partner podcast series, Rob Savitsky and Zach May sit down with Rick DeLisi of Glia to discuss major takeaways from DeLisi's latest book he co-authored entitled, Digital Customer Service: Transforming Customer Experience for an On-Screen World and how insurers can apply these takeaways to improving how they manage their relationships with agents, brokers, and other intermediaries. From discussing what a “digital first” experience look like between an insurer's underwriters and producers to the key digital experience tactics that insurers might consider utilizing in their producer portals, this episode delves into exploring what it takes to improve the loyalty, satisfaction, and performance of your producers.   To learn more about Duck Creek's strategic alliance and integrations with Glia, go to https://www.duckcreek.com/partner/glia/.   Check out all our other episodes and subscribe to Conversations on the Creek on Apple Podcasts, Spotify, Google Podcasts and duckcreek.com.

Financial institutions and businesses of all kinds can no longer count on a voice-activated system—or even live agents—as exclusive means to solve customer problems. Enter Glia's Rick DeLisi, who has a new book out, “Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World” (Wiley). In it, DeLisi makes a compelling case for a greater unity between the screen, the phone and the customer service rep. Much of it boils down to having key information ready to share between those points at digital speed. It's an encore appearance for DeLisi after one of this year's most popular Bankadelic podcasts.

In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Rick DeLisi, Author and Lead Research Analyst at Glia. They discuss the benefits of digital transformation in customer service and how businesses can offer effective digital solutions.

What matters in digital customer service isn't the person's main preference for digital, live, or hybrid. What matters is understanding the process that will create the best experience for the customer at that exact moment. In this episode, I interview Rick DeLisi, Author and Lead Research Analyst at Glia, about some of the principles in his latest book, Digital Customer Service: Transforming Customer Experience for an On-Screen World, including the three primary components of the digital customer service (DCS) model. Rick and I talked about: What it means that “customer experience” is a monster noun How digital transformation begins with process What the 3 components of the DCS model are Why reducing live interaction minutes also reduces cost Why the perception of effortlessness lies at the root of great CX   Check out these resources we mentioned: Rick DeLisi on LinkedIn Glia Digital Customer Service The Effortless Experience Matt Dixon on LinkedIn Bandon Dunes Golf Resort   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

In this bonus episode, Kristen interviews author of  Digital Customer Service, Rick DeLisi!Kristen and Rick discuss the shift from phone to digital customer service and how it can help both businesses and customers have a better customer service experience. 

Heading into 2022, the days of conventional call centers and impersonal service are numbered. In the next wave that will surprise and delight consumers, “digital customer service” leverages data and technology to create one-of-a-kind experiences where reps work alongside the people they serve as real-time problem solvers, even to the point of sharing screens. Rick DeLisi, lead analyst at Glia, talks about the concept as explained in a new book co-authored with CEO Dan Micheali, “Digital Customer Service: Transforming Customer Experience for An On-Screen World.”

In this episode, Kristen and Russell review Digital Customer Service, by Rick Delisi and Dan MichaeliThese authors explore our changing world and how technology is shifting the customer success field. Listen in and hear Kristen and Russell discuss their strengths and whether or not it's worth the read!Next month, they will review Reimagine Customer Success by Sasi Yajamanyam.

In this episode, Kristen introduces her new co-host, Russell Bourne! Together, they review Now, Discover Your Strengths by Don CliftonThis book contains a strength assessment and provides a guide for how to lead your team based on their skills. Listen in and hear Kristen and Russell discuss their strengths and whether or not it's worth the read!Next month, they will review Digital Customer Service, by Rick Delisi and Dan Michaeli. The new episode will be available on November 4th, 2021.

Rick Delisi (co-author "Digital Customer Service" and Lead Research Analyst, Glia) has been researching customer service and customer experience for the past two decades. He is also the co-author of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.

Rick DeLisi, Lead Research Analyst, GliaWhat's the real deal with Millennials and telephone calls? What they don't want to do is be forced to dial a number that takes them out of their digital experience. We live on our screens but that doesn't mean customers don't want to talk to a bank representative in real time – phone and voice are not synonymous. It's time to replace the phone-based call centre with a digital customer service and onscreen voice. Robin Amlôt of IBS Intelligence speaks to Rick DeLisi, Lead Research Analyst at Glia and co-author of The Effortless Experience and Digital Customer Service.  

Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation.   Top Takeaways:  ·        Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication). ·        Virtually every service experience starts as self-service. When a customer goes into a company's website or mobile app, they are at the beginning of their digital self-service journey. ·        In a Digital Customer Service interaction, the customers are already logged in and have already begun their search for answers. If and when a human-to-human interaction is needed, the customer support agent should be able to know who the customer is and what they are looking for. ·        US companies alone still receive more than one billion incoming phone calls every year. Many companies claim to be customer-centric yet still expect customers to call them when they need help even in today's on-screen world. ·        Whether you are a B2B or a B2C business, your customers have learned what the best digital experience looks like from the most successful companies.  Quote:   "Customers are now "on-screen" and companies need to meet them on the channels that they are using to enhance the effectiveness, efficiency, and experience of every interaction."  About:  Rick DeLisi is the co-author of the best-selling book, The Effortless Experience. He has been researching the psychology of customer behavior and expectations in service for the past two decades Dan Michaeli is the CEO of New York-based Glia, a leader in helping companies reinvent how they serve their customers. He develops solutions that create world-class digital customer experiences for “traditional” non-digital-native organizations. 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

In this bonus episode, Kristen interviews one of the authors of The Effortless Experience, Rick Delisi!

This week, Kristen Hayer wraps up her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiIf you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you as a bonus episode.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer continues her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiChapters 5 & 6 provide more insight into empowering your CSS reps and how you can gain more insight about your customers' experiences. If you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you soon!While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:    An article from HBR.org called How to Shift from Selling Products to Selling Services by Doug ChungThe next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Kristen will begin her review of this book on April 14th.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer interviews: Jim Kalbach, author of The Jobs To Be Done Playbook.The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:    An article from HBR.org called Designing the Hybrid Office by Anne-Laure Fayard, John Weeks, and Mahwesh KhanThis article is about the recent move away from the standard office model in the US.The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Kristen will begin her review of this book on April 14th.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:Chapters 7 & 8 of The Jobs To Be Done Playbook by Jim KalbachThis episode will wrap up our journey with the Playbook!The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

The most economically valuable thing you can do is to meet customer expectations. Meet the expectations. Not exceed customer expectations. Not surprise and delight your customers at every turn. Actually, the best way (economically and experientially) to serve your business and especially your customers is to meet their expectations. I'm Ethan Butte, here today on The Customer Experience Podcast to share my appreciation for a book that I'm, yes, late to the party on. It's called The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi.  The first chapter of The Effortless Experience starts out by calling out myths that tend to be overlooked by marketing, sales, and leadership — but which are highly relevant to these people and their organizations. There's so much focus on customer delight and the so-called “wow moments,” but not enough focus on something much simpler and more economically valuable: meeting customer expectations and reducing their effort. Delighting customers in the service channel does not pay. Customer service drives disloyalty, not loyalty. The key to mitigating disloyalty is reducing customer effort. Check out these resources we mentioned during the podcast: The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi Matthew Dixon's other coauthored books, The Challenger Sale and The Challenger Customer Episode 34 with Mike Redbord: 4 Things Every Customer Wishes You Understood About Them Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

Forget the unicorns and rainbows. We all don’t have to sing “Kumbaya” to establish a good company culture.  “We think of good cultures as these places where people are happy, happy, happy all the time, where there’s no arguments. That is not true. Good cultures are places where people have strong, vibrant, energetic arguments all the time.” (Dan Coyle, Best-selling Author) We won’t be argumentative, but we always want to challenge to standard notions for driving success, and this time on Gartner ThinkCast, we look at what elevates the best groups and teams above the rest of us. Spoiler alert – it does not mean making everyone feel comfortable. Then, marketing guru, branding expert and author Afdhel Aziz helps you elevate your brand above the noise in today’s marketplace: “Know your purpose. Know why you exist as a company beyond just making money.”  And many companies are taking the approach of, “Ask not what you can do for our brand. Ask what our brand can do for you.” But Gartner expert Rick DeLisi says you might want to ask it differently: “It already feels like a smarter, more contemporary, most sophisticated approach. The problem is, so many companies are taking the same, exact approach simultaneously, it’s real hard to differentiate.”  RELATED LINKS Tell an IT Value Story that Executives Will Care About  The Future of Data and Analytics: Tales and Trends from the Center to the Edge  Transform Security and Risk into a Business Function (Panel Discussion)  The Looming Impact of the Emerging Digital Society (Panel Discussion)  Managing the Risk of Artificial Intelligence  The Gartner Top 10 Strategic Technology Trends for 2019  Gartner Marketing Symposium/Xpo 2019  Gartner Conferences homepage THE CONVERSATION RUNDOWN 00:00 – Opening Thoughts 01:53 – Daniel Coyle: Groupthink – Building Great Teams 02:47 – What’s holding our teams back? 04:32 – Three universal rules of successful groups 07:05 – The most important element 08:57 – The Pixar Story 11:34 – Reflecting on the U.S. Navy SEALs 14:08 – The Gartner Webinars 15:30 – Daniel Coyle (continued): The San Antonio Spurs’ champion dynamic 18:40 – Building sincere trust 22:21 – How do we encourage true collaboration? 25:33 – Gartner Conferences 26:54 – Afdhel Aziz: Good is the New Cool 28:39 – Why “good is the new cool” 30:35 – Market like you give a damn 34:01 – They’re not consumers, they’re citizens 36:19 – People are the new media 40:32 – Don’t advertise; solve problems 44:15 – Steps to being a purpose-driven organization 46:40 – Ahead on Gartner ThinkCast 47:38 – Rick DeLisi: Brands Need More Than Values 48:02 – What distinguishes the “corporate brand”? 49:13 – Rising above the brand crowd 52:07 – Are companies aware they need a new approach? 54:28 – How do we differentiate our brand? 57:01 – Nine categories of personalization 1:00:20 – Where do you focus your efforts? 1:02:18 – Closing thoughts We’re all about winning teams and attractive brands this time on Gartner ThinkCast.

Rick DeLisi is the principal executive advisor for the Gartner Group, where he focuses on helping executives unlock the extraordinary potential of communication to solve business problems and contribute to the bottom line. The co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, Rick works with clients in a range of communications and customer experience topics, and he joins the show today to talk about one in particular: customer effort. Listen in to hear how creating minimal effort for customers builds loyalty, as well as examples of how to make an experience feel like less effort—without changing the requirements. You’ll learn where most companies tend to fall flat when it comes to resolving problems, how a lot of businesses mistakenly end up being entirely company-centric, and the best way to predict if a customer will remain loyal in the future. You can find show notes and more information by clicking here: http://bit.ly/2F8EX8V 

Joshua March is the founder and CEO of Conversocial a cloud solution that enables businesses to deliver customer service over Social Media at a large-scale. Conversocial is used in the contact centers of hundreds of major retailers, banks, telcos and other brands to enable them to manage the high volumes of complaints and questions they're receiving through social networks like Facebook and Twitter, including Google, Hertz, Tesco, Barclaycard, Hyatt hotels and many more.  Questions Tell us a little bit about yourself and your journey Your company caters more to organizations that are serving customers on a large scale, can the service also be provided to persons who are not serving customers on a large scale? What are some of the things based on the line of business that you are in that you see coming into play in the near future in terms of customer service and what do you see coming as things that we need to prepare ourselves for more as businesses? Is there a formula that exits out there to measure effort? How do you stay motivated every day? What is one online resource, website, tool or app that you absolutely cannot live without in your business? What are some of the books that have had the biggest impact on you? What is the one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? Where can our listeners find you online? What is one quote or saying that you live by or that inspires you in times of adversity? Highlights Joshua stated that he has been working in the social media space for many years. His previous company was called iPlatform and they were one of the first ever companies building applications on top of Facebook for brands back in 2007/2008, the early days and while he was really excited about the use of the app platforms which you may remember back then like Farmville and stuff like that. He was really excited about how those platforms could be used by brands to engage with their customers. What he pretty quickly realized was that the really, really big change that was happening wasn’t in just how people were communicating and that there was this big shift going on which pretty much happened now but it's continuing to happen away from other types of digital communication and into Social Media and mobile messaging primarily on And the he included mobile messaging within the Social Media, Facebook Messenger, Twitter DM, now What’s App, coming up We Chat, so it's not just the public, it's the private side as well. He really saw that as the future of how everyone individually would be communicating with each other and he really believed that as these channels became the dominant communication channels then that would change how businesses had to communicate with their customers too and it would be really important to customer service and that suddenly happened. The start of that was really people turning to the public side of Social Media to kind of escalate complaints about a business and get a response. And while that still goes on it's actually transitioned now to be much more about businesses just investing into the private side, private messaging with these channels. The preferred customer service channels and that's all the reasons for that. A - It's much better from a consumer side, it's so effortless and easy for someone to pull out their phone and message your brand, it means that you get really high customer satisfaction if you promote it as a service channel and from a business perspective it's great to get that customer satisfaction but it's also a great efficient channel, you can manage these digital messaging channels and in an asynchronous way that’s highly efficient from an agent workflow perspective. And with the launch of the bot platform is much easier to automate and so it's just become this channel that is really much better than anything else out there from a cost perspective and customer satisfaction perspective.   Joshua stated that the background to that was that they’ve been going 5/6 years now and their (Conversocial) software is from real customer service software, they spend a lot of time building a real case management system into the ability to have automated routing and workflows dashboards where you can see exactly what your agents are doing. Now all of those kinds of functionality become really useful as soon as you have a team of agents. Now if you go back 3, 4, 5 years ago, the volume of people who were coming through and complaining through Social Media and mobile messaging was only really a couple of percent of all of your inbound volume. And what that meant was that for a small, medium sized businesses, it was it really wasn't a lot of volume and it was something that probably just some agents or have a couple of agents maybe they're just doing that on the side. But if you're a big business even 2% it's still a lot. And so, the big businesses even in those early days were still setting up 10, 20, 30 full time agents to do customer service through Social Media and mobile messaging. And they are really kind of catering to that audience. Now today it's actually starting to shift a bit because as you start really promoting, if you stop promoting like message us as your main customer service channel or if you're using the new Facebook Messenger customer champ plugin which allows you to actually paddle Web chat on your site using Facebook Messenger. They have customers who are doing that and Facebook Messenger is now responsible for 44% of all of that service volume including phone Nino and so once the volume start getting that high which they do if you're promoting it, even if you have a much smaller team of agents you're still going to need multiple agents just handling social messaging. And then a platform like Conversocial becomes extremely valuable. So, you still need to have a team but the companies that need a team of that size for social messaging becoming smaller and smaller as the volumes keep getting bigger and bigger. Yanique mentioned that his business caters to the type of customer that needs the information now. Gone are the days when you'd write a letter and submit it to the organization through the mail and a couple of weeks or months later you get back our response plans. The clients that we're dealing with nowadays there’re in the now age. Joshua agreed and stated that we live in an in the moment world where people are expecting almost real-time response to everything. And if you're going to take days to respond, they're probably just going to phone you at that point, people need an answer or they'll just go to a competitor, that's the reality. But on the flip side, one of the great things about digital messaging and asynchronous messaging as opposed to traditional web chat is that it's more like texting a friend and texting a friend it's pretty much real time that they're responding in 5 minutes. And if there is occasionally a message it takes a little bit longer and some are shorter and that's fine. And the traditional web chat world that doesn't work because the web chat world is like sitting there with the chat box open when waiting for a response and so you have to have current agents online responding within seconds. But with an asynchronous messaging you can even out those bums most a lot more easily and you can have a smaller number of agents handling a much larger number of customers as a result. Because as soon as you respond that pops up as a notification on their phone, they don't have to be sitting there paying attention all the time. So, it's very convenient for both the customers and for customer service agents.  Joshua stated that messaging is really what's growing, it’s going to dominate the industry and depending where you are, there are different messaging platforms. Now the one that's very exciting from people in many areas of the world especially Europe, U.K, South America is WhatsApp. WhatsApp is just such a dominant messaging platform that has completely replaced SMS in many parts of the world via internet. They're just starting to experiment with business accounts and the word on the street is that some point this year probably early this year. They're going to be releasing business tools and releasing an API which allows platforms like theirs to help their customers manage them. And he thinks that as soon as that happens it's going to become a huge, huge business to consumer channel. He thinks a lot of businesses are desperate for it, a lot of clients, customers would love it, it’s super convenient. People are using all the time already, so, he thinks that's going to release load this year. There is one which is very interesting, probably not going to explode in the same way because they're going to be much more careful and constrained about how they release it is Apple Business Chat, so this is Apple's business chat solution built on top of IMessages. Apple's nesting system is completely integrated with text messaging, so it’s used on iPhone and it goes blue and that's with IMessaging and getting more capabilities so that they're enabling brands to have business accounts. And what's exciting about this, there are two main exciting things. One is security, they're very well-known for privacy and security similar to WhatsApp in that regard. The other thing is discoverability and this is where they're going to really have a very interesting advantage over other messaging platforms. And there are two parts to it, one is in maps. So, if you are in apple maps looking at a local restaurant or a coffee shop there will be a button that says message them and you'll be able to just message them straight away and be like, “Hey, I want to order this or I want to order that” tightly integrated with Apple Pay, you could pay seamlessly and then go pick it up or they deliver it. And that could actually act as a kind of intermediary problem like the kind of post mates and stuff like, where at the moment of sitting in between and potentially this can make it super easy to go straight to a restaurant. And that's one area of discoverability and the maps the other area is with Siri the voice system. And this is where it gets really cool especially for big brands. We will acquire hotels, if you want to like message them saying you want to extend your stay for the night, how do you do that today, you have to look them up. You could message them on Facebook if you know about that and you have the app, you could DM them on Twitter there is always things that they're promoting in interesting ways but with business chat you’ll just be able to say, “Hey Siri, message Hyatt tell them I want to stay another night.” It's done, no app needed. Nothing else. It just like sends that message and Hyatt can respond over text, you can even pay using Apple Pay on your phone if you wanted. That's a pretty cool and like seamlessly integrated experience and will potentially bring voice assistance into like how people are into engaging with businesses for the first time. Apple is going to be very careful in how they roll that out and the brands they work with, they want to make sure they create really nice experiences. He thinks there's some really exciting stuff with that and could be pretty meaningful. Yanique mentioned that a big part of what she heard in a lot of what Joshua said was convenience. She thinks convenience is definitely one of the key differentiators that businesses who are disrupting the whole customer experience platform, they're really killing it in that area and making life more convenient for their customers because that to her is just a very convenient. Joshua stated that there is a huge amount of data which talks about the benefits for this, his favorite book on this subject is The Effortless Experience : Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nicholas Toman and Rick Delisi of CEB, who is now part of Gartner and it's a book that’s given to lot of a lot of his clients and Effortless Experience costly had a huge amount of data from years like large studies and it shows that the most important thing that affects customer loyalty after a service interaction is the effort that they have to put in to getting their true result. When someone has a problem or a complaint or an issue, they just want that issue to be solved as soon as possible, as easily as possible and it's very hard to increase their loyalty following any service interaction even if you really go crazy go above and beyond. They had an issue and you solved it great, they're not going to be ecstatic, maybe they'll be a little bit happier, what happens in the majority of cases, is that their loyalty is reduced and the data shows that if you do anything that makes it harder for them to get their issue solved; it has a massive negative impact on loyalty. If you make them jump through any hoops to speaks with an agent that they have to repeat themselves, they have to tell one person one thing and then they have to speak to someone else and tell them the same thing again. Anything like that which is just annoying and hassle or puts a delay, puts them on hold has a really, really negative impact. And so, if you can just reduce that effort, then you could have a massive impact on Customer Loyalty. He thinks this is the core of what makes social messaging so powerful is that it’s just so effortless. He spent the last year writing a book as well which is going to be coming out this quarter which he’s excited about and it's going to be called “Message Me”, it's all about the future of customer service and looks at the impact of messaging and he talks a lot about effortless experience in that book because he thinks that in many ways they kind of figured out the foundation and they could have asked this question, “How do you make it effortless?” And he doesn’t think that technology was really there at the time when they wrote book to actually implement it. But he thinks that with messaging, we finally do have the technology to implement a service channel which really can be completely effortless for consumers and that's super exciting. Yanique stated that one of the things that she’s most amazed about as it relates to customer experience as well is regardless of where you are from in the world or however you are socialized, whether you're from Europe, North America, South America or the Caribbean, at the end of the day because we're all human beings, we're all yearning for that connection we're all yearning for some basic needs to be met. As Joshua said, she agreed that if you have to put in less effort you are more likely to go along with that particular service provider because they make life much easier for you. You have so many hurdles to jump over on a daily basis, whereas, if you're running a business, you're a family maker, you have a husband to take care of or a wife, kids up and down, just so many things pulling in all different directions. So, if you can do business with an organization that is looking out for you in that aspect and they're pulling you in less directions and they make it super easy kind of like Amazon, you can sit down in the convenience of your own home and basically order whatever you'd like to order and it's delivered to you, you don't have to go into the store and stress yourself out walking up and do figuring out which aisle it is in. Everything can be purchased with the click of a button, it really does definitely drive you to be loyal to that organization because you look back on those experiences and that's what would make you continue doing business with them. Joshua agreed and stated that it’s important and he thinks not enough businesses really pay attention to it today. People are used to the point of looking at measuring customer satisfaction and empty apps. I actually love to see more and more businesses measuring customer satisfaction and NPS but he would actually love to see more and more businesses people measuring effort and measure how convenient, how effortless was it for them to get help, he thinks that would be really impactful for a lot of businesses.   Joshua stated that in measuring effort, there isn't a standard kind of well-known way in the same way that you have NPS for example. There's a great case study from one of their customers British Telecom, telecoms company in the UK where they took this pretty seriously and they created what they call a Net Easy Score and very simple, they just asked people after service interaction, “How do you find that experience? How hard or easy was it to resolve the experience?” and it was just three answers. It was easy to resolve, it was it was difficult or it was kind of mutual. So, super simple question and they rolled that out across all of their service channels and they started tracking customer retention and the retention of the customers who'd reported that they had an easy service experience versus the customers that said they had a hard service experience and they found a huge difference. They found the customers who'd had a hard service experience were difficult to resolve their issue was 40% more likely to churn over the next three months, 40% more likely which is a huge number. So, they made a massive impact on whether those customers would stay as customers or not and when they actually looked at the different kind of Net Easy Score as they call it for different channels they found that social media and messaging and webchat that were the easiest channels by a long way, they were easier than phone by 4 to 1 and they were easier than email and cell service by 2 to 1. So, a huge impact for online business from understanding that and these are pretty simple way of asking a question. Yanique asked if this question is asked after every interaction with their business or is it a question that they ask maybe on a yearly basis based on the customers who are their clients.  Joshua stated that they did the actual, so, before they started working with them so he doesn’t know exactly how they do it. The way that they help their clients do surveys today through social and messaging is that your after-service interaction has been closed and resolved, then they send out an automatic survey inside the messaging thread from the Facebook Messenger or Twitter that ask them whatever question they want to have set up. So, it's after every service interaction, he thinks that's the best way to get that kind of data. Yanique agreed and mentioned that people do remember the experience that they have had within the first 24 hours and then after that if it's not super great or really bad, they really don't remember the details. So, that question should be asked after each interaction. Joshua mention that they see that the faster you get out after the issue has been resolved, the higher the response rate.   Joshua stated that he is a pretty highly motivated person in general. His overall motivation is really about the stuff that they want to achieve as a business. And when he set out starting the business, he had this kind of very clear vision, he was like, “There's a reason that everyone is switching to these channels from a consumer perspective.” That's because it's a better channel, it's more efficient, it's easier, it's more convenient, it’s on everyone's phone, the way the messaging organizes communication which is by people instead of subjects is more natural, this is just a better way of communicating. And he really believed and still believe that if companies switch to these forms of communication then it's better for them and better for the customers. And they kind of set out their vision and they set out this clear mission of saying, “Yes, we want to really build the next generation of customer service software.” It's all focused around these new channels which they really believe are better. He gets a huge amount of motivation from seeing them and make that vision become a reality. Every company that they sign up has a customer who then starts more actively promoting these channels and increasing the volume of service issues that’s dealing with messaging instead of phone and email. All of that really gets him excited. He loves to see that continuing success and performance and the things that they’re achieving as a business. He’s kind of prepared to do whatever it takes to help them make that vision become a reality, he doesn’t really think too much about specifically what he enjoys doing during the day or not, it's really just about what he needs to do in order to help them be successful and that's what really gets him excited.   Joshua stated that the app that we cannot live without would have to be Twitter. They have to use lots of different technology in the business, they love of using different technology. Twitter has this incredible network and he uses it a lot personally, tied to it for the news these days. But they use it huge amount for business as well, they connect with a lot of their customers on there, we connect to a lot of influences, a lot of thought leaders, they do a lot of thought leadership and share a lot of thought leadership through it. So, it's just added such value to his life and to the business.   Joshua mentioned that The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nicholas Toman and Rick Delisi certainly from an approach to customer service perspective. From a management perspective, The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers by Ben Horowitz is one of his favorite and has been the most impactful book from a management perspective, kind of entrepreneur’s journey, how to really scale a business and manage a management team and very raw and very real, a lot of really valuable insight. So, that has been one of his favorite books. The other than that, he loves reading Sci-Fi, he’s a huge fan of Sci-Fi which he thinks actually gives him tons of business ideas and ideas about the future. So, he thinks it’s actually super valuable for anyone especially entrepreneurs working in technology should absolutely read a lot of Sci-Fi. Yanique mentioned that reading Sci-Fi is a very unusual genre of books to read but she can see where Joshua is coming from with it because it kind of opens your mind to the impossible and that's where we're heading. Joshua agreed and stated that if you're interested in customer service, the future of customer service, you should read his book “Message Me” which is going to be coming out pretty soon which he mentioned earlier as well.   Joshua stated that something that he’s excited about right now, the book Message Me was the kind of his main passion project over the last year. He really wanted to kind of get down on paper two things, both his thoughts as to what businesses need to be doing today to really benefit from messaging, benefit from automation, how they really need to structure customer service teams, how to train agents how to promote these things in the right way. But then also, his vision for how messaging and automation intelligence are really going to change customer service in the years ahead. So that's been a big labor of love actually he just went to the printers a few days ago. So, he’s pretty excited about that, so that's a really big one. Outside of that, he’s also a big fan of personal development, he’s been getting more and more into meditation over the last year and in a few weeks, he’s actually about to go do his first Meditation Retreat where he’ll be on a silent meditation retreat for 10 days. So, he’s excited about that and slightly nervous.   Joshua shared listeners can find him at – Twitter - @joshuamarch www.conversocial.com Twitter - @conversocial LinkedIn - Joshua March     Joshua shared that a quote that comes to mind is the quote from Winston Churchill, “When going through hell, keep going” he really loves that quote, the key for any entrepreneur but is really true for anyone trying to achieve anything big in life is really persistence and grit, whatever you do and whatever you try to do and the bigger the thing you trying to do, the more ambitious it is, the harder it’s going to be. The more road blocks you’re going to face, the more mistakes you’re going to make and failures you’re going to have, every single person no matter how successful has those failures, in fact, the more successful you are, the more failures you’ve had and the key throughout all of it is to never give up and to keep going, pick yourself up, learn from your mistakes, keep evolving and that’s really the only thing that will get you anywhere in life. Links   The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers by Ben Horowitz

This week’s award winning show will put focus on our children of the cannabis war! The first voice we will hear from will be Jasmine Scarmazzo. Jasmine’s dad, Luke Scarmazzo has been in prison for 8 years for mmj. His partner Ricardo has also, their children started a petition asking President Obama to grant their fathers clemency. Jasmine will tell us more about the petition and how her fathers incarceration has affected her life. We will hear from Craig Cesal (serving LIFE), then George (served 33 years), they will answer the question, What about the children? At 10:00 we will hear from Rick Delisi. Rick’s father, Richard Delisi has been serving a LIFE sentence in a Florida state prison for the last 28 years. He will tell us about his dad's petition and also try to answer the question, What about the children?  Regular Guests include Craig Cesal (serving life in prison),George Martorano in "Gorgies Corner", Stephanie Landa (X-POW / Feedom Grow), Mindi Griffiths (Prisoner update), Miggy 420, Stacey Theis,Tom Korby, Dr Allen and more! Our show brings the voices for you help you understand the trauma going on with those and those possess, sell or cultivate cannabis. Over 50 people are serving life sentences and have been in since the 80's. Through a series of shows, you will hear from their family members and the prisoners themselves. This show is an effort to remind the world of their sacrifices. Voices of Cannabis War is hosted by Eugene Fischer (who spent 25 years of a life sentence in federal custody for our plant) and Kristin Flor (who's father died shackled to a bed because our plant is federally illegal). It is presented to you by volunteers, Becca Nichols, Mindi Griffiths, Kristin Flor and Eugene Fischer.

Scheduled Guests: Barry Nalebuff, founder of Honest Tea. Dana Ardi talks about why Beta leaders will rule the world, Rick DeLisi tells us how delighting customers does not always keep them loyal. Dan Page shows us how small businesses can get great publicity.Rob Wilson from Employco discusses the Affordable Health Care Act. Judd Hollas discusses how to find funding for your startup. Sponsored by Nextiva and Sage One.