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?!
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!
Join us as we discuss: a coffee shop that helps patrons get their mojo on, how to leverage the knowledge of all of your customers in one place, and why words matter – if you want to sound smart.
Caffeinated, Educated, and Articulated! Oh my!
Join us for a special “London Edition” as we discuss: avoiding turbulence at 35,000 feet, how to properly welcome someone at the border, and getting a haircut at the airport?!
Flyers, Criers, and Clippers. Oh my!
Join us as we discuss the less-than-straight path of the typical B2B customer, the power of words as demonstrated by the one and only Mr. Rogers, and The Department of State’s efforts to make the customer journey efficient and effective.
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.
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.
Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key.
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.
Make sure your remarkable customer experiences are memorable for the right reasons, whether you’re running a diner or an insurance company.
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!