In this episode, I take a deeper dive into the Great Service Comeback Framework: Safety, Hospitality, Quality, and Simplicity 1. Customers demand safe and sanitary locations 2. Customers expect hospitality that delivers kindness and personalization 3. Customers rely on you to provide consistent quality 4. Customers prefer experiences that are easy …

Bestselling author and former CX and social media leader at McDonald's, Discover, and Humana, Dan Gingiss, and CCW Digital writer and analyst, Matt Wujciak talk about emerging engagement channels in CX, marketing, and customer service.

If you build a thriving workplace for your employees you'll have happy customers. In this podcast I've interviewed Sarah Metcalfe providing great insights about how ti achieve such a crucial goal.By Paolo Fabrizio

In this episode, I speak with Clint Westbrook, who has spent time with Disney, Darden Restaurants, and The Wolfgang Puck organization. We discuss: Treating Customers as Guests Having fun at work and being generous with recognition Developing teams to grow Building a reputation of trustworthy leadership It's time for the great service comeback! Tony…

In this episode I talk about the benefits of employee engagement. When team experience is prioritized, they: 1. Buy in to the culture 2. Give extra discretionary effort 3. Understand the "why" behind the work 4. Feel a connection to the organizational culture 5. Deliver amazing customer service It's time for the great service comeback! Tony Johnson…

In this episode, I interview Charity Bradley, marketing leader, about brand and the customer experience. We talk about personalized service, marketing, and digital experience in this evolving economy. Keep these 4 pillars in mind: Hospitality, value, interactions, and service recovery Merchandize well and make sure customers have a great selection …

CX is changing and you don't want to fall behind. Tune in to this episode to learn some best practices and consumer behavior trends on navigating the customer experience during and after the COVID-19 era.

In this episode, I discuss employee + team training as a way to build sales and consistency. 1. Training builds confidence in your team 2. Training builds job skills and competence 3. Combine great training with removing hassles for employees, such as ensuring they have the tools they need to do their jobs 4. As a leader, set a great example and mo…

In this episode, I interview Chase Jordan, a veteran of the hospitality, retail, and healthcare spaces to get his perspective on service and leadership. Providing Effortless Experiences Training Your Teams Analyzing Customer Feedback Prioritizing time to delivery Watching work flow and customer journey to determine ways to improve customer experien…

An interview with the Thuzio Co-Founders - Tiki Barber (former New York Giants running back and current CBS Talk Show Host), and Jared Augustine (current CEO of Thuzio, CEO of Julius Influencer Marketing, and former Director at Seamless - now Grubhub).

In this episode, I talk about: Tying customer experience to team behaviors Empowering and giving ownership to your team Understanding what your team needs to do their work more effectively The GUEST service model: Greet, Understand, Elevate, Seek Out, and Thank It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, …

In this episode, I talk about the healthcare marketplace and delivering great patient service (PX). Angela Pannuti is our guest and offers up some impactful points on service and healthcare. Physician's Assistants are the Swiss Army Knives of healthcare Building relationships quickly is a key to driving patient satisfaction and inspiring patients t…

In this episode, I talk about the 3 principles to creating a customer focused culture. Bust down silos Set clear expectations Listen to customer and employee feedback and take action on their comments/ideas It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background incl…

In this episode Tony Johnson speaks to Bill Redwine. Bill is a higher education veteran with decades of experience driving student experience and service at Morehead State University. Bill discusses his management by walking around style along with his love of the higher education space. In this episode we discuss community involvement and the pote…

In this episode, Customer Service Expert and Trainer Tony Johnson discusses how to select the right team for the right roles. This can help build culture and sales growth throughout your organization. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regu…

In this episode, Customer Service Expert and Trainer Tony Johnson speaks with military and retail veteran Scott Bauerschmidt. Scott brings his experience with the military and big box retail to the customer experience - training, people first, and humility are key to his style. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Auth…

Most organizations are quickly coming around to the view that virtual training is a must-have — given its obvious benefits. You might be relatively new to it and find yourself doing more virtual because of the crisis times we’re living in. Or maybe you’re more experienced — but you’d love a quick primer on some fundamentals. Seasoned trainer Johnny…

In this episode, Customer Service Expert and Trainer Tony Johnson discusses how to engage your team with training, recognition, and communication. Start by selecting a fantastic team and then train them to be amazing. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and res…

In this episode, Customer Service Expert and Trainer Tony Johnson discusses customer journey, empathy mapping, and understating your customers. Also, Tony will talk about how to be at your best when you are at your busiest. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail a…

In this episode, Customer Service Trainer and Speaker Tony Johnson discusses The Great Service Comeback and reopening post-coronavirus Also, Tony will talk about how to be at your best when you are at your busiest. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restau…

In adversity lies the most opportunity. Opportunities arise in challenges and how you approach incoming storms. If you can step in and be a problem solver for your customers, you move yourself from being a vendor to a trusted advisor. See how finding sales opportunity during times of adversity requires shifting focus from selling, toward building c…

Technology alone can't solve what ails the selling process in so many sales organizations. Mistakes so often made by salespeople today are based on simple mistakes grounded in false assumptions and beliefs about people, selling and buying. Our podcast interview with George Bronten, founder and CEO of Membrain and author of the new book 'Stop Killin…

Lyft Product Manager and Social Media Leader, Chris Vetrano, discusses Lyft's social media strategies with CCW Digital's Matt Wujciak. Learn how to combine and capitalize on CX and Digital Marketing with the right tools and strategies.

CX consultant, keynote speaker, CEO, and Forbes Councils member, Annette Franz (The 100 Most Influential Tech Women on Twitter by Business Insider) covers the importance of EX (employee experience) and how it translates to CX (customer experience) in this chat on employee engagement.

WSJ and NYT bestselling author, Shep Hyken discusses some of his latest work on delivering amazing customer service and experiences. In this podcast, Shep shares classic service-driven inisights and comical personal stories.

In this episode I talk about the verification process.--- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/appSupport this podcast: https://anchor.fm/muzick-hairston/support

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Low-touch, automated interactions are all the rage in many industries, including the travel and hospitality space. How is this rise of bots impacting the ability to make a human connection? Reservations.com co-founder Mahesh Chaddah, who believes passionately in the human touch, shares his take on where agents and bots fit into the contact center o…

In this two-part episode from CCW Austin, we welcome Stacey Haynes from Fossil and Aransas Savas from WW (formerly Weight Watchers). Stacey begins by revealing how to make the most of customer experience partnerships, while Aransas shares how to make purposeful design the centerpiece of your customer contact (and business) strategy.…

From newsworthy security breaches to "low-touch" digital channels, customers are justified in having trust issues. Do not, however, let them question YOUR experience. Take Luke's advice, and learn how to make your entire omnichannel experience secure, customer-centric, frictionless and personalized.

Live from CCW Austin, "Wonder-FULL" author Kelly Radi reveals how to unleash your inner superpowers, which will in turn help your team members play to their strengths. The result will be a better, more empowering office dynamic -- and a better, more customer-centric engagement experience.

Is customer engagement moving away from voice? Not according to Manny Marrero from Getaroom, whose company continues to make the voice channel its priority. Reliance on a conventional channel does not, however, mean the company is averse to using advanced analytics technology to make more meaningful customer connections.…

This is an intro to my next segment that I will be discussing and providing information--- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/appSupport this podcast: https://anchor.fm/muzick-hairston/support

The customer experience is too important to leave to chance or guesswork. Let Trent Haynes from BNY Mellon Pershing and Brian LaRoche from CallMiner reveal how a deeper approach to analytics can help you better understand your customer -- and better position your agents for success.

You can't create a great experience without knowing your customers. But if "knowing your customers" is the only purpose of your customer intelligence strategy, you're missing out on some significant opportunities. Live from CCW Austin, Allison Corley from Mercedes-Benz Financial Services shares her more multi-faceted, dynamic analytics success stor…

The insurance industry is one of the top 5-10 industries to be disrupted in the next 10 years through autonomous vehicles, internet of things and changing consumer demands. Insurance Australia Group (IAG), the largest general insurer in Australia and New Zealand, has ambitious plans to lead the digital transformation in the insurance industry by be…

The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and autom…

How do you build an effective CX strategy when your team is spread across the world and your direct customer is not the end user? Like many B2B and B2C businesses, that was the challenge facing PostNL, the premier postal provider for the Netherlands. In today's experience economy, it's all about going the extra mile. For this podcast episode, we in…

What’s the art of quiet influence — and how can you excel at it? Learning how to exercise influence is vital in many work situations today — on teams, with customers, in flat organizations, and especially when you don’t have formal authority but you need to drive strong results. The latest podcast from Integrity Solutions features practical tips fr…

Global powerhouse Rakuten has benefited greatly from its commitment to an omnichannel experience, and two leaders from the organization recently joined CCW Digital to discuss their road to success. They were joined by Martin Taylor, whose company Content Guru helped to empower their journey -- and the omnichannel revolution within so many other lea…

Should your contact center team's use of data be creepy, costly, risky ... or customer-centric? This isn't a trick question, but actually achieving the customer-centric outcome CAN be very tricky. Luckily, Brad Lemons of Nationwide is on your side. He'll be sharing best practices for using customer data in his presentation at CCW Austin. Ahead of t…

Because customer centricity involves elevating the entire journey, you cannot focus solely on a particular channel or function. You need to consider the entire, end-to-end experience. Certain channels do, however, play a particularly vital role in capturing data about the customer experience. Chat is one of them, and in this exclusive podcast, Jim …

You've heard data can empower a great customer experience, but how do you achieve that connection? How do you acquire the right data, interpret those insights and then create actionable intelligence for your key stakeholders? Brian LaRoche of CallMiner and Cristopher Kuehl of Sitel answer this question in a podcast conducted at CCW Vegas.…

Leading equine etailer SmartPak has all the ingredients for a "human" customer experience -- a clearly defined market, employees who truly know and care about horses and a passionate commitment to customer experience. But how does the organization measure this humanity? How, more importantly, does it transform a customer-centric framework into demo…

On the one hand, emerging organizations have the opportunity to adopt a customer-centric vision from day one. On the other hand, emerging organizations have the unique challenge of preserving that vision as they rapidly scale in terms of size, region and scope. In this exclusive CCW Digital podcast, Meredith Molloy of Purple Carrot reveals how her …

Thought that sales is for extroverts? ‘Gift of the gab’ ‘they can sell i e to the eskimos’ etc- think again!

In the hours leading up to the 2019 CCW Excellence Awards, we caught up with two of this year's finalists. First, Northwestern Mutual discusses how his organization is making an omnichannel customer experience a reality. He also shares his perspective on empowering employees. We then welcome Alex Gross of BARK, who shares how his company is using a…

We love to talk about 360-degree customer views, real-time analytics and actionable intelligence. Putting the insights into action? Well, that's another story. Luckily, CCW participants from Verizon and Verint are here to discuss the mechanics of collecting and leveraging high-caliber customer insights -- across the entire organization. They reveal…