Say What!

It’s shocking how often people use 38 words to describe something when 2 would do the trick – we’re looking at you lawyers and accountants! Words matter and there is no excuse for trying to hide what you mean. We explore words and messaging in this next iteration of SAY WHAT?!

Episode 34: The Little Things You Can Do to Create Surprise and Delight

How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX.

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Episode 22: Why Customer Service and Marketing Must Collaborate

Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think.

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Episode 17: How Customer Experience Creates Word-of-Mouth Marketing

Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key.

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Episode 15: How to Cultivate Powerful Customer Relationships with Honesty

Why you shouldn’t be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power of positive feedback.

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Episode 9: How Restaurants, Health Insurers, and Nike Make Remarkable Experiences

Make sure your remarkable customer experiences are memorable for the right reasons, whether you’re running a diner or an insurance company.

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Episode 8: How Comcast Xfinity Is Changing Their Image Through Customer Care

Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you’ll earn their business for years to come. So don’t pull a CX bait-and-switch by fumbling the handoff!

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