Best Customer Service podcasts we could find (Updated September 2018)
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Here at Everyday Property Manager, we are dedicated to helping you grow and thrive in the multi-family Housing industry. You are in a service business and there is great demand for excellent customer service and communication skills in this industry. We want to take your customer service and communication skills to the next level and beyond! Sure, this business is full of challenging moments, but it his how you handle the moments of challenge that make you exceptional.
 
The “Focus on Customer Service” podcast features brands who are offering amazing customer service via social media. It is hosted by Dan Gingiss (@dgingiss).Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service. At first only the channel of last resort – when other service channels failed – social media is quickly becoming the channel of first resort for many customers, requi ...
 
Welcome to Tony Johnson's Cust Serv Nation! Join Tony Johnson for a deep dive into Customer service best practices drive excellence.
 
C
Customer Service Show
Weekly+
 
In this show podcast we share stories of Good and Bad Customer Service. If work in the service industry most people "vote with their feet" and never return to your place of business.. Great customer service is often doing the little things other companies don't do (not mammoth actions costing thousands of dollars)
 
Simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivalled customer support experience.
 
Our podcasts are designed to provide timely insights and practical advice for learning, training, sales and customer service performance challenges confronting organizations across business. These podcasts with leading business and thought leaders explore their most critical challenges and provide practical points of view on how to overcome them.
 
It's National Customer Service Week, and here's how not to do it. For more information on how to get your Customer Service right, get in contact with the Institute of Customer Service at www.instituteofcustomerservice.com.
 
By providing members with a complimentary, 24/7/365 opportunity to engage with countless, exclusive online resources and a series of award-winning conferences at which they can interact without wires, CCW Digital will create a better, more empowered breed of call center professionals that will deliver a better, more satisfying experience for customers and business stakeholders.
 
Welcome to the Smarter Selling: Customer service. Who is selling? Everyone!!! podcast, where I share my thoughts of my recent holiday and customer service excellence. It’s so easy to influence/ look after your customer once everyone in the business realises it’s also THERE business! (Not just the sales persons job).
 
Customer Service Reps have to go through alot each day while making the customer feel good but what we REALLY wanna say we got to hold back this is REAL STORIES of how it goes down in a call center
 
Welcome to the Customer Service in 60 seconds, where you get tips and more information on how best to render service to customers.
 
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This week's double episode offers an important reminder: successful contact center initiatives are not "one size fits all." ServiceNow's Abhijit Mitra, our first guest, reveals the importance of adapting technology to the unique needs of the contact center operation, agents and customers. It is not enough for technology to be "powerful" -- it m ...…
 
This week's guests do not represent identical organizations. They do, however, share a passion for the customer experience -- and the role people play in the process. Jim Iyoob of ETech, our first guest, reveals how to meet the heightened expectations of today's customers. What do they really want? How can an organization pair the right people ...…
 
Recorded at CCW Vegas 2018, this week's double-episode offers a deep dive into modern contact center trends. We begin with Dan Burkland of Five9. As the host of the CCW Excellence Awards, Burkland is the perfect person to answer burning customer management questions. What are some commonalities among "excellent" contact centers? How are leading ...…
 
It's almost a rule that customer contact professionals have to rave about the power of artificial intelligence. But what can they do to actually harness that power? How can they ensure AI and automation are meaningfully contributing to the custmer experience? For Nate Ford of Allianz and Carmit DiAndrea of Verint, one particularly valuable appl ...…
 
Live from CCW: Brian Court of Intralinks and Alton Harewood of 8x8 debunk the idea that customer centricity and cost consciousness are opposing forces. Bad customer service processes and systems, it turns out, actually cost money. Investing in a great customer experience can thus prove very fruitful...very quickly. If, it should be noted, the i ...…
 
To thrive in today’s era of customer centricity, organizations must answer two questions: What are customers demanding? How do we actually meet those demands? Lori Jarchow of Ecolab and Andrea Pohlman of Aeritae explore those questions in the latest edition of the CCW Podcast series. After discussing the new, heightened expectations of today’s ...…
 
If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix any problems – you need to dig deeper. You need a robust, ever-evolving analytics program. SiriusXM is fervently committed to such a program, and senior so ...…
 
From RBS, Nick Muir joins us and shares that it’s not the data that matters, it’s how you use it. He notes that the organization must find customer data wherever it is in the enterprise as there’s no point in having the data if you can’t use it to understand and interact with your customers better. He notes that AI is certainly a solution at wh ...…
 
Lufthansa Director of Customer Services Product Development Martin Sassenfeld join us and shares that "There was a big battle between sales and service and who can do the first-use cases, IT, business, etc.” He continues that customer service won the internal battle. "We won the chance to build our first-use case where we wanted from customer e ...…
 
The CEO of HomeServe Membership, Greg Reed joins us and shares that the key to his business is an engaged staff. He’s happy to hear when his organization goes above and beyond and does "a little more than they’re supposed to do.” Greg explains that such behavior showcases that the employee cares about the customer and the company- and that "the ...…
 
General Manager for Customer Service Operations in Strategy with Arizona Public Service, Hui Wu Curtis joins us and shares her shift from hospitality to energy was actually seamless in that the organization knew it was time to focus on CX. Of course many organizations across myriad industries have realized that CX must now be a focus. Hui then ...…
 
From Google, Yuval Dvir joins us and notes that beyond the scope of his job, he's interested in things that are happening out there. He’s interested in discussing how executives are implementing AI solutions. He’s also interested in learning about the challenges of the different industries and the segments where he does see similarities: "On th ...…
 
Kristin Guthrie joins us and discusses realizing the long pole in the tent is your data. The very first person she hired for her team was her marketing research scientist. Her desire was to collect all of her necessary data as quickly as possible. Kristin explains that there are a lot of areas in any organization that can be improved immediatel ...…
 
Mark Beaumont, record-breaking cyclist who peddled his way around the world in less than 80 days joins us to discuss perseverance- among other things. He notes in passing, early on in the conversation that he had broken bones for most of the trip. But his focus in the interview- as it was then- was to accomplish the ultimate goal. And the ultim ...…
 
Claudiu Coltea joins us from the Chief Customer Officer Exchange and shares that for his organization, Customer Experience doesn’t have it’s own sandbox but the team makes everyone elses sandbox prettier. He says that the employee experience is a critical part of customer experience so his team collaborates with HR- working on integrating data ...…
 
How can you know what works and what doesn’t for connecting successfully with prospects and customers? One important way is to focus on their Behavior Styles — a critical selling and communication skill which Integrity Solutions’ Mike Fisher explores in this podcast.
 
Recorded live at CCW in Austin, Cheryl China returns to discuss building your personal brand which begins with listening. Whether it's your boss, your direct reports or your colleagues- always be present. She take us through starting at the bank 19 years ago and building her career over that time. As she didn't go to university- her bosses were ...…
 
Angela Hunter joins us and shares that "being more customer centric means you need to be able to map customer journeys, being more customer centric means you need to implement new measurement systems and not just focus on an annual survey, being more customer centric means that you need to understand how you can implement segmentation and lifec ...…
 
From UBS Wealth Management, Ketan Samani joins us and shares his thoughts on digitalization, "There are two things, I think when I look at digitalization and the ecosystem that is developing, from a consumers prospective, they're looking that do organization I work with, or I need the services care for me? Do they have ethos of investing in rel ...…
 
With companies like LL Bean getting rid of their unlimited returns policies, and fraudulent product returns costing retailers billions of dollars a year, today we look a real-world research study that shows how organizations can turn returns into a profitable and positive experience instead of just an upsetting drag on revenues. Tema Frank inte ...…
 
With companies like LL Bean getting rid of their unlimited returns policies, and fraudulent product returns costing retailers billions of dollars a year, today we look a real-world research study that shows how organizations can turn returns into a profitable and positive experience instead of just an upsetting drag on revenues. Tema Frank inte ...…
 
DBS Bank’s Managing Director, Head of Customer Experience Raju Nair joins us and shares that everything changed with the new CEO: "When he stated our new aspiration then was to become the bank of choice, initially. And he then said, 'Okay, we are the bank of choice for Asia, so we need to stand for Asian service. What is Asian service?' And the ...…
 
You probably have never, ever wondered how running a post acute medicare care network is similar to running a casino, but Jim White’s done just that. He shares how he built up a keen understanding of the customer experience in his gaming career and how he brought that forward to working with seniors and others. So we've kind of copied some of t ...…
 
The VP and MD of International Markets for Harley Davidson, Marc McAllister joins us and shares that he’s responsible for a good portion of the globe. Recorded at CEM Asia in Singapore where Marc is based, he shares that the company is reinventing itself while remaining true to it’s storied brand roots. He notes that Harley Davidson Motors Grou ...…
 
The Senior Director of Operational Excellence and Six Sigma- US & Canada for Marriott Hotels, Sally Toister joins us from the OPEX Summit in San Diego where she shares that the organizations entire business is around customer experience. Her background is obviously as a six sigma practitioner. She was taught the hospitality business and has ada ...…
 
Citi’s Director of Customer Listening and Engagement, Michelle Brigman joins us from CCW where she shares that we all know that we need to listen to the voice of the customer to understand that we’re bringing the right solutions to them. Michelle and her team realized that they had an opportunity to not wait for customers to provide information ...…
 
Chris Dotson joins us and shares that he leads the operations enablement group which is comprised of the training, quality, process, risk and change management teams that surround the customer contact center. Chris and his team have to make sure that they’re always looking at things from the players perspective. To understand- what are they loo ...…
 
The Chief Customer Experience Officer for AIA Malaysia, Troy Barnes joins us and shares that he tries to keep it as simple as possible. He see’s his position as ultimately him being personally accountable for the experiences the organization creates for customers. He, of course, credits his very talented team for actually getting the job done. ...…
 
Dominic Hoffmann, the Chief Customer Experience Officer of Lazada Malasia of the Lazada Group of the Alibaba Group joins us and shares that NPS might not be the definition of success as it’s currently widely understood. That said, Dominic does agree that it’s one of the most important KPIs to measure the customer experience. The organization ev ...…
 
Hope is not a strategy. So says Wells Fargo’s SVP National Client Service, Heather Magaha who joins us from CCW and further shares that you’ve got to have a plan but at least try something. You can’t sit in status quo or you get nowhere- by definition. You’ve got to be brave. When she came into her role, she did hear the familiar refrain “we’ve ...…
 
The CMO of IHH Healthcare/Parkway Pantai, Alvin Neo joins us from CEM Asia in Singapore where he shares his organization is the second largest private hospital operator in the world by market capitalization. They service the middle class and above- those people who can afford, have the desire for and beyond the best clinical outcome, appreciate ...…
 
We’ve all heard it. Many of us have even been tempted to ask this question on a sales call. The Sales Call Question You Should Never Ask You are nervously wondering what you’ll ask when you go on that sales call, and some well-meaning person advises you, “Ask them what’s keeping them up at night.”… The post NEVER Ask This Question on a Sales Ca ...…
 
We’ve all heard it. Many of us have even been tempted to ask this question on a sales call. The Sales Call Question You Should Never Ask You are nervously wondering what you’ll ask when you go on that sales call, and some well-meaning person advises you, “Ask them what’s keeping them up at night.”… The post NEVER Ask This Question on a Sales Ca ...…
 
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