Customer Service

Nick Webb on What Customers Crave

How to define the perfect customer experience.

December 30, 2016 / Podcast # 16-38

Nick Webb

What sets you apart isn’t your product but the experience surrounding your product. People don’t go to Starbucks just for the coffee, they go for the experience. Nick Webb, author of What Customers Crave, published by AMACOM, joins us to talk about how to cultivate the perfect customer experience, even if you’re selling widgets, not lattes.

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Adam Toporek on Being Your Customer’s Hero

How to actually make your customers happy and make your life easier.

May 1, 2015 / Podcast # 15-09

Adam Toporek

Customer service isn’t always the most glamorous job. It usually only makes the news when something has gone horribly wrong or over-the-top indulgent. However, there’s a happy medium, says Adam Toporek, author of Be Your Customer’s Hero, published by AMACOM. Being a hero to your customers isn’t about grand publicity stunts. It’s about being there for your customers when they need you.

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Noah Fleming on Enduring Customer Loyalty

On finding - and keeping - the right customers.

February 6, 2015 / Podcast # 15-03

Noah Fleming

In Evergreen: Cultivate the Enduring Customer Loyalty that Keeps Your Business Thriving (published by AMACOM), author Noah Fleming explains how constantly searching for new customers is not a solution for new business. Fleming argues that customer loyalty is built through proper marketing that balances getting new customers and keeping existing ones. The purpose of the book is to give managers the steps needed to find their right sense of balance.

Noah Fleming helps clients dramatically and rapidly increase sales, multiply profits, and maximize customer value as CEO and founder of Fleming Consulting & Co. He is a regular contributor for publications such as Fast Company, Forbes, and the New York Times.

 

 

Chris Monteiro on Taking Social Media Seriously

Tracking social media mentions to know exactly what your customers think.

March 21, 2014 / Podcast # 14-06

Chris Monteiro

Chris Monteiro, head of MasterCard Worldwide Communications, shares with us communication strategies companies should use in order to help drive growth. Monteiro is in charge of supporting global communications integration, helping the company achieve its vision of a world beyond cash. MasterCard, whose revenues have now reached 60% internationally after going public in 2006, has embraced purposeful listening to inform their business decisions. Listen as Monteiro provides concrete examples of how listening to consumer needs through various online platforms actually helps to improve products. Tracking over 80,000 related social media comments for their Mobile Payments option a few years ago helped MasterCard learn about the product’s reputation. In turn, MasterCard refined the product, delivering a solution that met each of their customer’s needs.

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Micah Solomon on Customer Service in the Twenty-First Century

Using New Tools to Your Advantage

August 10, 2012 / Podcast # 12-16

Micah Solomon

Micah Solomon joins us on Edgewise to discuss his new book High-Tech, High-Touch Customer Service. Micah addresses the positive and negative effects technology has had on customer service today as well as the recent changes in the balance of power between customers and businesses. Using companies like Twitter and Yelp, Micah describes the importance of immediate customer conversation and how customers now, more than ever, can easily choose to take their business elsewhere. Other good examples of technology harness for revenue are companies like Netflix and Amazon that tap in to people’s strong desire for self-service and the need to receive things much faster than ever.

Micah Solomon, author of High-Tech, High-Touch Customer Service, is the customer service strategist and business keynote speaker termed by the Financial Post ”a new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling Exceptional Service, Exceptional Profit.

For additional training on this topic, consider these AMA seminars:
*Customer Service Excellence: How to Win and Keep Customers
*Leading Extraordinary Customer Service
*How to Create an ITIL Service Desk and Incident Management PRocess

To learn more, read these AMACOM Books:
*Strategic Customer Service, by John A. Goodman
*Customer Service Management Training 101, by Renee Evenson
*Award Winning Customer Service, by Renee Evenson

 

Dick Martin on Adapting to a Diversified World

Understanding and Targeting New Demographics

June 29, 2012 / Podcast # 12-13

Dick Martin

Dick Martin joins us on Edgewise to discuss his latest book Otherwise: The Wisdom You Need To Succeed In A Diverse World. The main theme of this book is that businesses must strive to better understand people unlike themselves, and why this ability is now more important than ever. Dick touches on the three steps he describes in his book for businesses such as Fox News and MSNBC to adapt to the flux in society. He also discloses who he deems the most innovative marketers in the world.

Dick Martin is a business writer specializing in marketing and public relations. He has written articles for the Harvard Business Review, BusinessWeek.com, the Conference Board Review, Leader to Leader, the Journal of Business Strategy, and the PR Encyclopedia. He is also a frequent speaker to business and student groups. Martin was executive vice president of public relations, employee communications and brand management for AT&T from 1997 to 2003, capping a 32-year career with the company. He was also chairman of the AT&T Foundation.

For additional training on this topic, consider these AMA seminars:
*AMA’s Advanced Course in Strategic Marketing
*Strategic Agility and Resilience: Embracing Change to Drive Growth
*Communicating Up, Down and Across the Organization

To learn more, read these AMACOM Books:
*Leading with Cultural Intelligence, by David Livermore, Ph.D.
*Building a House for Diversity, by R. Roosevelt Thomas, Marjorie I.
*The Cultural Intelligence Difference, by David Livermore, Ph.D.

 

Mark Stevens on Declaring War on Yourself

Determining “why” is key to thrilling customers

November 11, 2011 / Podcast # 11-45

Mark Stevens

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

Robert Bloom

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

Carol Sanford

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

Dan Pink

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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