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Customers For Life
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80% of businesses believe they deliver 'superior' customer service, yet only 8% of their customers agree. That's mad! You could drive a freight train through that statistic. And this is exactly why we created this podcast. Businesses need a whack across the head on where money is leaking (or in some cases gushing) out in the form of fair to middling customer interaction that creates indifferent customers. We're going to show you how to increase profits with zero or low cost tactics to retain ...
 
Stories of your customers on their journey, and how they build or break relationships with companies like yours. Host Russel Lolacher shares real customer experience case studies in a 1950s radio drama narration style with modern tips and analysis. Born from The Upsell.com Blog, The CX Storytime Podcast: Tales from the Customer Journey presents true customers' stories including the impacts of their customer experiences, followed by valuable strategies on engagement and retention to help you ...
 
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Customer Experience Storytime host and storyteller Russel Lolacher shares the story of When Stress Meets Service. In this tale, we’ll hear the story of Louis, who in a fit of stress and procrastination, forgot to solve a problem that would cost him more money than he was comfortable spending. We’ll hear about how his service provider chose to a ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of Two Ears, One Mouth, Zero Service. In this tale, we’ll hear the story of Colin and Renee. A couple doing what many couples do, go out to eat. This time however, it left them feeling like their needs didn’t matter and with a bad first impression of a new city. ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of A Service Tier Too Far. In this tale, we’ll hear the story of Sarah. A woman trying to advance her event-driven side hustle with an online ticketing and management system, only to learn their service is not geared towards helping the customer and their ticket ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The High Price of Canopy Coverage. In this tale, we’ll hear the story of Jack and his search for a canopy for his pickup truck, his experience with various dealers and how one business responded when the prices differed widely, then we will explore what were ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Couch with Abandonment Issues. In this tale, Today…we’ll hear the story of Todd, who was planning with his wife Vanessa and their children to move into a new beautiful home. Following delivery information he found on a wholesaler’s website, he was plannin ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Crooked Path to a Tattoo. In this tale, Jeremy is enjoying a beautiful, exotic vacation with his girlfriend Bree. To mark the occasion, he decides to get a tattoo only for that experience to take more turns than anyone expected. Listen to hear how one cus ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of Have Wine, Might Travel. In this tale, Paul and Clarissa travel to wine country to relax and enjoy some downtime. They want to visit the local wineries but know how stressful it is trying to get more than a few bottles back home. What's an airline's role in t ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Jilted Jewelry Store. In this tale, Joan really wanted a necklace she'd seen in the window of a local jewelry store boutique, only to encounter a business who wasn’t as excited to see her. Listen to her story to learn how the assumptions of a staff member ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Man Who Should Not Move. In this tale, David wanted to try out the craft beer of a local brew pub when he was struck by the intolerance of others and the shocking response of a brewpub manager. The tale starts from the pub floor and travels to a social me ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of A Dish Bear-ly Served Cold. In this tale, Robert and Deborah set out on a last minute road trip after their initial plans fall through. Their local adventures don't go as planned and they've all but resigned themselves to a ending their trip with a feeling of ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Disappearing Digits. In this tale, Paul and Lynn buying a used computer from their son, Joe. Though comfortable with technology, computers frustrate the couple so when put in a position to have to update a software as a service (SAAS) security protection, ...…
 
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of A Delivery Most Foul. In this tale, David and Anna are looking to establish their new home with a new mattress and washer and dryer set. After going to their local department store and being provided an amazing level of service, the experience changed dramati ...…
 
CX Storytime host and storyteller Russel Lolacher shares the story of The Time that Retail Forgot. In this tale, Susan wants nothing more than to find a jean skirt that fits her. After finally getting to a place where she has what she wants, the only obstacle in her way is the policy of a retail store and their ability to accommodate. Will Susa ...…
 
CX Storytime host and storyteller Russel Lolacher shares the story of The Anti-Social Socialite. In this tale, Kyle is excited to learn more about social media and to understand how he's doing in this field. After purchasing a book that promised what he was looking for, he soon learned that appearances are often deceiving. When the product didn ...…
 
CX Storytime host and storyteller Russel Lolacher shares the story of Never too Proud for Pinenuts. In this tale, Cindy and Linda are tackling their work stress by enjoying some comfort and consistency at a local restaurant. Unfortunately, the resident chef throws a possible wrinkle into their world. How will wait Ryan respond? Once we get an a ...…
 
CX Storytime host and storyteller Russel Lolacher shares three stories of When Shame Came to Town. In this multi-tale podcast, we hear the stories of Roger, Heather and the couple of Joseph and Darcy, each looking to get what they paid for: a movie, a piece of lingerie and a gourmet pizza. Little did they they know that each of them, in their o ...…
 
CX Storytime host and storyteller Russel Lolacher shares the story of The Bird and the Baggage. In this tale, Don is going through an emotional experience, something not only impacting him bus his relationship with his wife. As a customer looking for empathy and assistance from a local business, he got more than he bargained for from Dirty Bird ...…
 
CX Storytime host and storyteller Russel Lolacher shares the story of The Woman Who Was Told Differently. In this tale, Clare has returned to a local mechanic to learn the current status of her beloved vehicle. What was told to her on this visit vs her initial visit may shock and astound you. And once this tale is over, we will explore how Clar ...…
 
Host Russel Lolacher introduces the CX Storytime Podcast. The customer experience is an emotional experience. Through narrative storytelling of customer experience case studies, the CX Storytime podcast host Russel Lolacher will provide entertainment, education and inspiration on how businesses can build better long-term customer relationships, ...…
 
As a business owner, don't you often wonder how your customer is feeling at every step of their journey with your organization, across all touch points? Today's guest explains the big dividends of getting immediate feedback in the transaction regardless of whether they purchased or not. This is gold in a time when most customers are indifferent ...…
 
If you want your customers to be happy, you have to have employees who are well matched for the task. Matt Levesque runs a sales force that is responsible for nearly 1 billion dollars in sales. He lends his insights into the hiring process with his 3 golden questions that helps him understand what makes a candidate tick.…
 
Nicole Reyhle is Founder & Editorial Director for Retail Minded publication. She is a Forbes contributor on the subject of retail sales and customer service. Listen in as Nicole shares her 10 best practices for retail success. www.RetailMinded.com Connect with Nicole in Twitter: @RetailMinded
 
In this edition of Customers For Life, Louis Efron, Head of Global Employee Engagement at Tesla Motors, shares his secrets for hiring the right people who further the mission of the organization. He is a contributing writer for Forbes and Huffington Post and the author of How to Find a Job, Career and Life You Love. www.LouisEfron.com…
 
There is a big lesson to be learned from farmers. Not the every day guys, but those county fair geeks who grow one ton pumpkins. They hold the secret to explosive growth, and Mike will show you how it applies directly to your business. It’s your turn to grow an award winning, explosive company! By his 35th birthday MIKE MICHALOWICZ(pronounced m ...…
 
You can't be customer centric unless you're employee centric. And being employee centric means that you're focusing on connecting at a deeper level with what they personally care and value. This is what creates an organization of people who are inherintly focused on delivering exceptional customer experiences. There is a direct cause and effect ...…
 
In this episode we explore the big dividends behind the world's most inspiring presentations. Guest Jeremey Donovan is a TED Talk super fan and has studied hundreds of the most popular presentations to understand the elements of the winning formula that moves audiences of any size to get their heads nodding 'yes'. Whether you're presenting to a ...…
 
Russell Brunson is a rare breed in the Internet Marketing space. He is an expert and taking very complicated online principles and helping new marketers leverage this tool as a way to grow their business, scale their efforts and increase profitability. He is the founder of DotComSecrets.com and the author of the recently published book (which y ...…
 
Benjamin Franklin said, "Only two things are certain in life; death and taxes." If you own a business then there is actually one other certainty: You will have at least one unhappy customer. There is big money behind the proper recovery of this customer because they will actually be more loyal to your brand if you take the appropriate steps to ...…
 
Ever seen this in Twitter? "Thanks for the follow! Download my cool thing. [link]" I have, and it's awkward as hell. I just met you and I'm doing what everyone else is doing -- I'm asking, "What's in it for me? This is a critical mistake most businesses make online because it overlooks a critical step in social networking and that is to buildin ...…
 
Our guest Michael Williams, CMO for Grand Prix America, Formula One, has worked in sports marketing his entire career including the NFL, NHL, San Francisco 49ers and Mighty Ducks of Anaheim in addition to Disney. In this edition he shares that sports marketing is no different than any other marketing. He's a genius at explaining how he creates ...…
 
Storytelling is the great connector, and one of the most powerful tools in a leaders toolbox. Yet few have developed the skill and have leverated it fully to build powerful connections with their employees, customers and business partners. William Black, President of BizRunner.com explains why most leaders miss the mark with their storytelling ...…
 
Since the dawn of man, belongingto a group or a community is what kept us safe. It's how we distributed the labor of survival, practiced our religion or had our fun. It's no different today. Where there are like-minded people with a common interest, there is a group. Our guest, Thomas White is an expert at creating groups. He is the CEO of the ...…
 
Today, there are multiple ways we communicate with our customers using technology. Our website, social media, ads, email, etc. But where most businesses miss the mark, and miss the money, is with their ability to tell the story of their business in any sort of compelling way. Copywriting can change the scope of what's hot now, but only if you n ...…
 
By the time most companies get to the point of mapping the customer journey, they are already way behind in the game. When customer journey mapping should be done is before your build out your solution. Guest Jana Sedivik explains the massive gap that most tech companies encounter in their process of bringing their solution to market. Visit Jan ...…
 
The pulse of social media and ratings & review websites are increasingly powerful as more consumers understand that THEY hold the power. Businesses who are not fully engaged in this vehicle that amplifies your brand is missing the big picture value. Marty McDonald is a pro at helping craft beer and golf courses get their social media on. Check ...…
 
Yet another example of where the 'customer experience' is ruling the school. With Medicare reimbursement being tethered to patients perception of the care received, there is big money on the table that is motivating healthcare providers to put 'care' back into the process. Consultant Terre Short shares how she works to flatten the org chart and ...…
 
Weldon (Wally) Long is a New York Times & Wall Street Journal Best Seller. He is an expert in the area of business growth by focusing on the simplicity of mindset, the sales process and the consistent application of what needs to get done. www.WeldonLong.com
 
The days of a website just being a brochure are long gone for those businesses who understand the hidden value of tracking customer behavior on a website. There is gold to be mined when you understand the basics of website analytics. Our guest, Justin Christianson of Conversion Fanatics explains the simple 'musts' to identify the lost opportuni ...…
 
Customer satisfaction surveys or market research surveys are highly valuable to an organization but let's be honest, most consumers would rather just provide that feedback in a ratings & review website like Yelp or in social media. What actually happens with that data, and where are the missed opportunites for companies when it comes to closing ...…
 
You have one shot to get it right with a customer; maybe two if you're extremely lucky. Employees who are detached emotionally are extremely damaging to your brand because the assumption customers make is that this employee is a perfect reflection of the brand promise - good or bad.
 
In this episode special guest Michael Kaleikini, Certified Trainer In American Business Etiquette, explores the best practices and face palms in the language of service. Our casual culture combined with lack of training has led us to using certain language that doesn't work at all in service. 'No problem', 'yup' and 'sure' is lazy language and ...…
 
Greg Hickman is an expert at mobile marketing for businesses and was developing strategies since the early days in 2002 with Cabella's. Today he is a podcaster, global speaker, and blogger on the subject helping businesses of all sizes understand what's working now in consumer behavior and how you make sure your business isn't losing one penny ...…
 
On this episode of Customers For Life, we explore the big dividends developing your businesses story. Listen in as PR expert Heidi Yeranossian shares her decades of experience with some of the largest ad agencies on Madison Avenue and her current work with small and mid-market brands. These are big takeaways that most businesses overlook! You c ...…
 
When you think about every transaction that went off the rails and someone walked away frustrated, angry, disappointed or any other negative emotion out there - the root of this emotional response rests on one simple concept: Unmet expectations. When you are clear on what you deliver and how it's going to be delivered, it minimizes the areas of ...…
 
Do you hear that dripping? It's the sound of money leaking out of your business. Special guest, branding expert Patty Dominguez shares with us best practices from her experience in marketing with a Fortune 50 company so that you understand your brands super hero power, and how to understand the roots of your brand promise. For more information ...…
 
Want to retarget your website visitors with advertising like the enterprise level companies do? Small to mid-market businesses now have the ability to run highly targeted ads to their website visitors that is low cost and high converting. Special guest Jesse Jameson, CEO of Heynow Interactive, shares the latest in Facebook ads that is as simple ...…
 
Radio show host and award winning author Dom Testa shares how he manages high touch engagement with his customers that span his multiple businesses endeavors. From hosting a top radio show in Denver with hundreds of thousands of daily listeners, to the many stakeholders of his non-profit foundation, The Big Brain Club, and to the legions of loy ...…
 
Drip, drip, drip... that's the sound of money leaking out of your business. Put away the duct tape and bailing wire because in this episode we're going to show you exactly how to increase your sales and profits by investing in one key employee. When you look at your business from the world view of your customer, you begin to see interesting thi ...…
 
The (very abreviated) back story on Pamela Herrmann & Dr. Carrie Rose and how they came to the mission of helping businesses see the truth behind what customers really want. The format for this podcast is 15-20 minute episodes that include stories, real life experiences, face palm moments, and ultimately the take-aways that you can bring forwar ...…
 
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