Russel Lolacher

JANUARY 23, 2022

In episode five of Relationships at Work, I hang out with Vernon Ross , author and found of Enterprise Podcaster, which helps organizations get into the world of podcasting. We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture.

Culture 98

Culture Engagement Employee Experience Sales 98

Customer Bliss

JANUARY 24, 2017

Podcast Episode Overview. One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we sometimes think. About Scott.

2009 194

2009 Loyalty Leadership Engagement 194

Customer Bliss

OCTOBER 24, 2019

Whether you’re currently a CCO, looking to become a CCO, or a C-Suite leader who manages customer relations within your organization, there are a few key principles and ideas that you should be familiar with if you want to be successful. Foster Good Employee Experience. If you want happy customers, you need happy employees.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It starts with understanding the customer journey and how they feel during the different moments of their experience.

Customers 149

Customers Loyalty Consulting Engagement 149

Gainsight

MARCH 4, 2022

In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcasts. To deal with the distance and working in isolation, here are some one-line pearls of wisdom from the various podcasts. The effort will help provide focus and alleviate distraction. You can take a break.

2020 97

2020 Insights Culture Customer Success 97

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. FAEs can hurt your bottom line, too. What is an FAE? .

Insurance 179

Insurance Call Center Consulting Interaction 179

Beyond Philosophy

AUGUST 13, 2020

Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? We discussed this idea of Customer Effort in a recent podcast, and its related measurement, the Customer Effort Score. . The Rational System of your thinking would have “taken the cognitive wheel.”

Effort Score 182

Effort Score Net Promoter Score Government Document 182

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. For example, décor can indicate to people what to expect regarding pricing. The reverse is true, also.

Reference 88

Reference Communication Brands Information 88

Customer Bliss

APRIL 24, 2018

I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016. Amanda quickly developed a curiosity to know more about why things did or didn’t go well with customers and how to problem solve.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . When I finally got through, the person at the other end greeted me with a cheery, “Oh, hello there, how are you?”.

Loyalty 156

Loyalty Call Center Customers Consulting 156

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? What if they love your product enough to be passionate about sharing feedback? It can be a challenge to not only hear the feedback, but to then dispense it to the right groups within your organization. What if you have lots of them?

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., Along with being a popular international speaker, blogger, and author of Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies , Thompson and I go way back. There is a lack of focus on presenting the business case for your program.

ROI 154

ROI Customer Experience Customers Customer Centricity 154

Beyond Philosophy

DECEMBER 6, 2019

I wondered how I did that. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? How do people talk about customers at the organization?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

JUNE 25, 2020

In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Today, I intend to give you practical advice on how to make and manage customer memories.

Management 188

Management Insurance Net Promoter Score Connections 188

Beyond Philosophy

DECEMBER 11, 2020

Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. Design the emotions into your journey maps. Train your people on how to evoke emotions.

Measurement 174

Measurement Management Net Promoter Score 2002 174

Beyond Philosophy

SEPTEMBER 10, 2020

We discussed this phenomenon in a recent podcast and how we all do this. The team demonstrates how football (aka, soccer, for those unfamiliar with the British version of the word) should be played. Your love for the team makes them the best, and your “hope springs eternal” that this year will be their year.

Sports 182

Sports Leadership Books Consulting 182

Beyond Philosophy

MARCH 28, 2019

We want to make a good decision but worry about how terrible the consequences will be if we make a bad one. We discussed uncertainty in business and Customer Experience and how to cope with it in a recent podcast. It crystallized for me how vital certainty is in business. How People Cope with Risk.

Management 143

Management Consulting Banking 2019 143

GetFeedback

DECEMBER 16, 2019

Your customers want more, so you need to meet and exceed their expectations. However, you can’t find a compelling reason to push you beyond the barriers that get in the way of doing it; lack of an efficient way to collect feedback, fear of criticism, and being complacent. Customer preferences differ. The result?

Feedback 195

Feedback Social Media Customers Consumers 195

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. Empathize with Your Clientele and Make Them Feel Welcomed. He had to inspire what he wanted to be delivered. Inspire What You Want to be Delivered.

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

Beyond Philosophy

MAY 31, 2019

We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential. You can remember things as being better or worse than they are. How Memory Works.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. Customer loyalty is a function of memory.

Events 194

Events Books Consulting Feedback 194

Beyond Philosophy

MAY 14, 2020

However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. Ahearn’s background was in the insurance industry.

Consulting 167

Consulting Interaction Definition Insurance 167

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Integrity Solutions

APRIL 13, 2022

Who can blame them, really. And as anyone with customer experience responsibilities already understands, getting to know what your customers want and being able to fulfill those needs is fulfilling and purpose-fueled work. Unfortunately, training and internal processes often reinforce this negative mindset of what it means to sell.

Sales 52

Sales Customer Service Banking Loyalty 52

Beyond Philosophy

APRIL 9, 2021

If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Yep, you guessed right, not much.

Management 156

Management Social Media Call Center Connections 156

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Listen to the podcast below to discover how Suzzanna transforms CX teams to excellence.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Customer Bliss

MAY 3, 2018

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? As the company’s first CCO, Patricia shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite. Transition from Support to Value.

Telecommunications 149

Telecommunications Customer Experience Consulting Government 149

Beyond Philosophy

MAY 9, 2019

We discussed the significance of the insignificant in a recent podcast. Your Intuitive System Reacts to the Insignificant. The Rational System that psychologists call System Two can articulate specific and vital attributes of a choice. You can then articulate the problem. So, it stays intuitive, and just “feels wrong.”.

Net Promoter Score 151

Net Promoter Score Hospitality Consulting Retail 151

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. This is a major responsibility with a company that has 13 million customers and about 3,000 employees.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. Thank you all for your support and for taking the time to listen to these podcasts. I’ve got a lot of great interviews coming up that I can’t wait to share with you!

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

Customer Bliss

JUNE 28, 2018

Do you remember how many airlines there were when you were a kid?) The number of domestic and international passengers rises every year—as do both costs and revenues. What actions does your company take to Make Mom Proud ? They focus on helping customers achieve their goals, needs, and desires.

Airlines 135

Airlines Competitive Advantage Travel Customer Satisfaction 135

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. This is a major responsibility with a company that has 13 million customers and about 3,000 employees.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. .”

Management 161

Management Insurance Document Consulting 161

Kustomer

SEPTEMBER 30, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen divulges five secrets on how to stop agent burnout. He goes into detail about why burnout absolutely needs to be prevented in the workplace and what leaders can do now to to stop burnout before it happens.

Employee Experience 52

Employee Experience Customer Service Loyalty Technology 52

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Airlines 140

Airlines Insurance Books Travel 140

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. If you do, you are in the minority. Here are a few we shared: 1.

Customer Centricity 174

Customer Centricity Consulting Transportation Sports 174