The new golden rule.August 10, 2018 / Podcast # 18-19
When we think of customer service we tend to focus on the front line employees who are taking the customer phone calls. While they are often the face of the organization, there are thousands of decisions made throughout the company than wind up making customers feel less-than great. Jeanne Bliss, author of the new book Would You Do That to Your Mother, says that treating customers with respect is something that needs to permeate the entire organization, from customer facing roles all the way to the CEO.
Jeanne Bliss is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. For over 20 years, she led customer experience executive at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002 she has guided customer experience transformations for major global organizations through her firm, CustomerBliss, and has inspired audiences through her keynote speeches. She is the co-founder of the Customer Experience Professional’s Association and has been called the “godmother of customer experience.”
How to define the perfect customer experience.December 30, 2016 / Podcast # 16-38
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.
How to actually make your customers happy and make your life easier.May 1, 2015 / Podcast # 15-09
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.
On finding - and keeping - the right customers.February 6, 2015 / Podcast # 15-03
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.
Tracking social media mentions to know exactly what your customers think.March 21, 2014 / Podcast # 14-06
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 productâ€™s reputation. In turn, MasterCard refined the product, delivering a solution that met each of their customerâ€™s needs.
Using New Tools to Your AdvantageAugust 10, 2012 / Podcast # 12-16
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 peopleâ€™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 â€a new guru of customer service excellence.â€ Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture â€” and how they fit into todayâ€™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
Understanding and Targeting New DemographicsJune 29, 2012 / Podcast # 12-13
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:
*AMAâ€™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.
Determining â€œwhyâ€ is key to thrilling customersNovember 11, 2011 / Podcast # 11-45
When profits fall, dysfunction rises and morale flounders. According to Mark Stevens, author of Your Company Sucks: Itâ€™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…
Engaging consumers in an age of declining loyaltyAugust 26, 2011 / Podcast # 11-34
Itâ€™s 3:00 a.m. Do you know what your customer wants? According to Robert Bloom, author of The New Experts: Win Todayâ€™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 â€œ3:00 a.m. nightmareâ€ and nailing several make or break, now or never moments throughout the customer experience is the key to making your brand their preference.
A holistic approach to creating sustainabilityJuly 29, 2011 / Podcast # 11-30
Itâ€™s tough for corporations to strike the right chord of corporate responsibility todayâ€™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. Itâ€™s about identifying your business mantra and making sure every aspect of the business is conducted in this spirit. Read more…