Book Report

We’re excited to give you an overview of an important book, you should know about, as well as share some of our favorite passages as part of our next BOOK REPORT!

Episode 57: Increase Your Value by Humanizing Your Brand

Join us as we discuss: fruits and vegetables that may not look pretty but still taste yummy, the coming of a marketing rebellion led by (who else?) the consumer, and an NBA basketball star who made a little girl’s dream come true. 

Vegetables, Rebellions, and Sneakers. Oh my!

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Episode 54 – Creating Iconic Talk Triggers and Making Your Experience More Convenient

Join us as we discuss: how to implement ancient wisdom into your employee and customer training efforts, how to take a painful process and make it enjoyable every step of the way, and how iconic talk triggers conveniently enhance your customer experience.

Tribal, Technical, and Bibliographical. Oh my!

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Episode 53 – The Christmas Carol Customer Experience

Enjoy a series of “Christmas carol” variations as we explore call center agent best practices, the downside of a new website, the value of customers, the importance of keeping customers, the impending arrival of AI bots, twelve things to fix in the new year, and a holiday wish for listeners of the Show.

Reindeer, Jingle Bells, and Santa Claus – Oh my!

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Episode 48: The Importance of Using Specific Words in External and Internal Communications

Join us as we discuss: How the words you use in your website navigation really do make a difference, how saying the right thing can turn a failure into another try, and why aligning your internal culture with your brand may be the secret to some of the world’s most successful companies.   

Navigating, Motivating, and Integrating. Oh my!

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Episode 47: Paying Attention to Little Details in Order to Have BIG Impact

Join us as we discuss new expectations for high-rise living, placing your order at a fast food restaurant, and staying top of mind in a world filled with distractions!

Building Intention, Ordering Reinvention, and Paying Attention. Oh my!

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Episode 36: The Role Messaging and Automation Will Play in the Future of Customer Service

Why direct messaging is crucial to the customer experience of tomorrow when a “free” cruise isn’t really free, and how a CEO reports to his employees.

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Episode 33: A Simple Way to Test Your Customer Experience

The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.

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Episode 21: A Simple Idea to Build Great Customer Relationships

How something unrelated to your business can be a great way to build strong customer relationships. Why making your life harder is the best way to make the customer experience better.

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Episode 19: How Customer Experience Creates Your Brand

Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate.

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Episode 14: How to Create the Ultimate Service Culture

Why a great service culture starts with corporate culture, how brands are pushing new frontiers in experiential marketing, and what gas rewards can teach us about the importance of a frictionless customer experience.

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