Customer Service
Mark Stevens on Declaring War on Yourself
Determining “why” is key to thrilling customers
November 11, 2011 / Podcast # 11-45
When profits fall, dysfunction rises and morale flounders. According to Mark Stevens, author of Your Company Sucks: It’s Time to Declare War on Yourself, the first step of recovery is introspection. Mark asserts that great leaders pinpoint and take responsibility for their personal shortcomings and those of the company. Listen as he lays out the primary issues at the core of business failures, how to rectify them, combat complacency, and revive an organization. Read more…
Robert Bloom on Winning Customer Preference
Engaging consumers in an age of declining loyalty
August 26, 2011 / Podcast # 11-34
It’s 3:00 a.m. Do you know what your customer wants? According to Robert Bloom, author of The New Experts: Win Today’s Newly Empowered Customers at Their Four Decisive Moments, your customer is one second of Smartphone research and a twitter review away from being on to the next brand. Robert explains why anticipating the “3:00 a.m. nightmare” and nailing several make or break, now or never moments throughout the customer experience is the key to making your brand their preference.
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Carol Sanford on the Responsible Business
A holistic approach to creating sustainability
July 29, 2011 / Podcast # 11-30
It’s tough for corporations to strike the right chord of corporate responsibility today’s fickle economic climate. While more companies are starting green initiatives to project a positive public image, they are also cutting back on employee development. Carol Sanford, CEO of InterOctave Development Group and author The Responsible Business: Reimagining Sustainability and Success, contends that this kind of dissension creates a less than harmonious corporate culture, which ultimately leads to failure. In this episode of Edgewise, Carol explains that creating sustainability is not about outlining strategies and processes to hopefully yield return. It’s about identifying your business mantra and making sure every aspect of the business is conducted in this spirit. Read more…
Dan Pink On the Modus Operandi of Motivation
Debunking the carrot and stick approach to motivating employees
April 22, 2011 / Podcast # 11-15
Work + produce = reward. This is thought to be the algorithm that inspires efficiency across the workforce.
In this episode of Edgewise, best-selling author Dan Pink discusses his findings, based on over 40 years of research: that the stimulus for success isn’t just the almighty dollar, but the presence of autonomy, mastery, and purpose in an employees work life.
Dan shares tactics to tap into and harness one’s personal rhythm of productivity, to empower peak performance and to make lasting contributions to within an organization.
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Josh Bernoff on Keeping Ahead of the Technology Trends
How to keep up with the customers through tech.
December 3, 2010 / Podcast # 10-49
Customers have turned out to be super-savvy when it comes to technology. It’s common practice to check the product reviews of everything from restaurants to the new vacuum cleaner before anyone even considers buying something. Josh Bernoff wants companies to embrace this tech-friendly mentality; to think outside the box and ignore the job title. It may be the employee you least expect who comes up with the idea that keeps the good reviews coming in. Read more…
