What Great Brands Do with Denise Lee Yohn

What Great Brands Do

 

What Great Brands Do with Denise Lee Yohn

I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia’s recent Experience 17 conference. Denise spoke at the event about the key concepts in her book What Great Brands Do.

Denise’s seven tenets of what great brands do are as follows: Read more

When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

In this installment of our “Expert Interviews” series on YouTube, I interview Phil Gerbyshak.

Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence, impact and income. He is one of the people who teaches social and truly walks the social talk.

In this interview, we chat about how salespeople must understand that social media is a service channel, who owns customer service in the organization, and service as a software CRM systems.
Read more

Leaning Into Customer Loyalty with Adrian Swinscoe

Leaning Into Customer Loyalty with Adrian Swinscoe

Leaning Into Customer Loyalty with Adrian Swinscoe

In this installment of our “Expert Interviews” series on YouTube, I interview Adrian Swinscoe.

Adrian is a customer experience consultant and advisor. He is the author of How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and has worked with brands such as Shell, FT and The Economist Group.

Adrian’s book How to Wow covers a variety of customer experience principles touching on everything from customer complaints to effortless experiences to customer loyalty, all of which we cover in this interview. Read more

Joy Marsden, Keep Stepping to Succeed

Keep Stepping to Succeed with Joy Marsden

Joy Marsden, Keep Stepping to Succeed

I had the great pleasure of speaking with self-success speaker Joy Marsden about motivation, perseverance, and the power of keeping moving.

Keep Stepping to Succeed

Joy believes that we need to keep moving forward, to keep stepping, into the midst of challenge. And while not everyone may lead others or want to, we each must lead ourselves and find ways to do so that are effective Read more

Hospitality Customer Service with Christoff J. Weihman | pic of Christoff

Exploring Hospitality Customer Service (Video)

Hospitality Customer Service with Christoff J. Weihman | pic of Christoff

In my conversation with hospitality service expert Christoff Weihman, we covered a number of topics surrounding hospitality customer service, including how it is evolving and how it differs from other service models.

How to Give 5-Star Hospitality Customer Service

Christoff believes that 5-Star service is about feeling – how customers feel during their experience with the organization and how they feel after they leave.

Christoff and I also discuss how hospitality organizations are using technology to improve experiences, and how they need to make sure staff is trained to communicate with customers around certain technological changes.

Make sure to check out Christoff’s insights in the video below. Read more

What Is Net Promoter Score | Recommending to friend

What Is Net Promoter Score (Video)

What Is Net Promoter Score | Recommending to friend

Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service. The Net Promoter Score measures the answer to a single customer survey question:

How likely is it that you would recommend [brand/product/service] to a friend or colleague? 

The concept of  NPS was first proposed in 2003 by Fred Reicheld in his in his Harvard Business Review article, The One Number You Need to Grow. In that article, Reicheld argued argued that NPS could directly reflect loyalty and thus organizational growth. Read more

The Future of the Social Purpose Corporation with Stan Phelps of Red Goldfish

The Future of the Social Purpose Corporation (Video)

The Future of the Social Purpose Corporation with Stan Phelps of Red Goldfish

I was able to catch up with my buddy Stan Phelps at Influence 2016, the annual conference of the National Speakers Association. Stan, who is the author of five different books on customer experience, gave me a quick glimpse at why his next book, Red Goldfish, focuses on social purpose in corporations. Read more

Improve Your Customer Experience with Microinteractions | Interview with Jeannie Walters

Improve Your Customer Experience with Microinteractions (Video)

Improve Your Customer Experience with Microinteractions | Interview with Jeannie Walters

I was able to catch up with my podcast partner, Jeannie Walters, at the recent National Speakers Association Influence 2016 event in Arizona and talk with her about one of her customer experience specialties: microinteractions.

What Are Microinteractions?

A microinteraction is any small moment where a customer interacts with your brand. It could be a confirmation email, an exit sign, or a voicemail message.

Yet, these moments, while seemingly small, can have a big impact on the customer’s experience. Read more

Video interview with Jay Baer about Social Media Customer Service ? Picture of Jay and a camera

Social Media Customer Service with Jay Baer (Video)

Video interview with Jay Baer about Social Media Customer Service ? Picture of Jay and a camera

I had the pleasure to speak with Jay Baer for our new “Expert Interviews” series on YouTube.

Jay is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more customers. He recently wrote a fantastic book on social media customer service called Hug Your Haters.

Now, I don’t say this about many books, but Hug Your Haters is a “must-read” if you are involved in customer service in any capacity. Because today, if you’re in customer service, you’re in social customer service — one way or another. Read more