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    #customerexperience

    Explore "#customerexperience" with insightful episodes like ""How One Word Can Help Shape Your 2024" with Special Guest, Angie Robinson", ""How One Word Can Help Shape Your 2024" with Special Guest, Angie Robinson", "How can banks improve customer communication?", "The Simple Ways to Be a Customer Experience Expert with Shep Hyken" and "Get Smarter With Data" from podcasts like ""Customers First Podcast", "Customers First Podcast", "CX Innovators", "What's Next! with Tiffani Bova" and "Customer Smarts"" and more!

    Episodes (14)

    "How One Word Can Help Shape Your 2024" with Special Guest, Angie Robinson

    "How One Word Can Help Shape Your 2024" with Special Guest, Angie Robinson

    I'm thrilled to share with you our latest episode of the Customer's First Podcast, where we had the incredible opportunity to dive deep into the power of having an anchoring word to guide your year and why our Special Guest Angie Robinson, a certified life and leadership coach and Customers First Regular Contributor, and I both choose one. It can transform your life and your business. Angie shares her background in human resources and how she transitioned into starting her own business focused on leadership and life coaching. We express gratitude for Angie's impact on our own life and discuss the energy and excitement of the new year. We both discuss how we prefer living with intention rather than making New Year's resolutions. We discussed the concept of choosing a word of the year and expressed our interest in discussing Angie's process for selecting a word. Angie introduces a handout called "10 impactful coaching questions to help with self-reflection and goal-setting" on her website. (link below)

    Angie emphasizes the importance of understanding the why behind our goals. We discuss the need to go deeper and ask multiple whys to determine our motivations and desires. She suggested asking ourselves what success looks like and what we wish was different in our current situation, as well as the importance of understanding the risks and obstacles that may arise and planning ahead for how to overcome them. She mentions the concept of commitment and recommends rating our commitment level on a scale of one to ten and then identifying what it would take to go from that rating to a ten, as well as the importance of not using this rating against ourselves and staying grounded in our goals and desires throughout the year despite any challenges or setbacks.

    She shares that she started doing this about 12 years ago and highlights its power in helping us push through the year and facilitating transformation when we look back at the chosen words. We talk about the significant role emotions play in this process and how understanding the concept of creating desired feelings can shape our thoughts and actions, explaining that once we have established the end result, we can move on to choosing the word. We outline our process, which involves asking ourselves questions about what we want the next year to bring, what we want to celebrate, and what we need more or less of in our lives. She mentioned keeping a list of potential words on her phone and periodically evaluating them, sometimes seeking assistance from Google or AI models to narrow down the options. We describe it as an organic process that eventually leads us to the perfect word for the year. We even share Angie's word for 2024, which is "limitless," revealing that "limitless" represents her desire to let go of limiting beliefs and barriers that hold us back and her intention to make decisions in alignment with being limitless.

    Angie discusses how, throughout the year, she uses prompts from a project called "One Little Word" to keep her word alive, explaining that she reflects on how the word shows up in her life and even takes pictures that reflect the word. She mentions holding a clipboard with examples of how the word is making a difference and using sticky notes or a vision board to keep the word visible and stay accountable and focused. We mention the importance of checking in with ourselves and having an accountability partner to keep on track.

    We then shifted the conversation to a more personal note, to our "Spill the Tea" session, where we shared our experience working at McDonald's as our first management job and how it shaped who we are today. We talk about learning leadership and discovering our love for helping people. Angie describes her passion for Disney, photography, and scrapbooking, acknowledging that she has been too busy to scrapbook in recent years, but she still engages in digital scrapbooking and makes school books for her kids during school years. We discuss her future plans, including travelling to Italy and Germany and potentially working with the Disney Institute. She expresses her love for travel and shares her final thoughts for the new year, encouraging listeners to dream big and be intentional about their goals.

    Timestamps:

    0:03:10 Setting Goals and Reflecting on the New Year

    0:10:35 Identifying Blind Spots and Overcoming Obstacles

    0:12:03 Commitment: Scale of 1 to 10

    0:14:41 Choosing a Word of the Year: The End Result and Emotions

    0:20:27 Choosing a word for the year: limitless

    0:23:54 Practices to stay accountable and focused on the word

     

    Angie's Contact Information:

    Website: www.angie-robinson.com

    Instagram: @angierobinsoncoaching

    LinkedIn: @angiekrobinson

    Handout: https://www.angie-robinson.com/coaching-resources/#free-resources

     

    Tacey's Contact Information:

    https://linktr.ee/taceyatkinson

    Until next time, 

    Remember: 

    Customer-Centric Cultures Create Magical Customer Experiences. 

    Now Go, Create the Magic! 

    "How One Word Can Help Shape Your 2024" with Special Guest, Angie Robinson

    "How One Word Can Help Shape Your 2024" with Special Guest, Angie Robinson

    I'm thrilled to share with you our latest episode of the Customer's First Podcast, where we had the incredible opportunity to dive deep into the power of having an anchoring word to guide your year and why our Special Guest Angie Robinson, a certified life and leadership coach and Customers First Regular Contributor, and I both choose one. It can transform your life and your business. Angie shares her background in human resources and how she transitioned into starting her own business focused on leadership and life coaching. We express gratitude for Angie's impact on our own life and discuss the energy and excitement of the new year. We both discuss how we prefer living with intention rather than making New Year's resolutions. We discussed the concept of choosing a word of the year and expressed our interest in discussing Angie's process for selecting a word. Angie introduces a handout called "10 impactful coaching questions to help with self-reflection and goal-setting" on her website. (link below)

    Angie emphasizes the importance of understanding the why behind our goals. We discuss the need to go deeper and ask multiple whys to determine our motivations and desires. She suggested asking ourselves what success looks like and what we wish was different in our current situation, as well as the importance of understanding the risks and obstacles that may arise and planning ahead for how to overcome them. She mentions the concept of commitment and recommends rating our commitment level on a scale of one to ten and then identifying what it would take to go from that rating to a ten, as well as the importance of not using this rating against ourselves and staying grounded in our goals and desires throughout the year despite any challenges or setbacks.

    She shares that she started doing this about 12 years ago and highlights its power in helping us push through the year and facilitating transformation when we look back at the chosen words. We talk about the significant role emotions play in this process and how understanding the concept of creating desired feelings can shape our thoughts and actions, explaining that once we have established the end result, we can move on to choosing the word. We outline our process, which involves asking ourselves questions about what we want the next year to bring, what we want to celebrate, and what we need more or less of in our lives. She mentioned keeping a list of potential words on her phone and periodically evaluating them, sometimes seeking assistance from Google or AI models to narrow down the options. We describe it as an organic process that eventually leads us to the perfect word for the year. We even share Angie's word for 2024, which is "limitless," revealing that "limitless" represents her desire to let go of limiting beliefs and barriers that hold us back and her intention to make decisions in alignment with being limitless.

    Angie discusses how, throughout the year, she uses prompts from a project called "One Little Word" to keep her word alive, explaining that she reflects on how the word shows up in her life and even takes pictures that reflect the word. She mentions holding a clipboard with examples of how the word is making a difference and using sticky notes or a vision board to keep the word visible and stay accountable and focused. We mention the importance of checking in with ourselves and having an accountability partner to keep on track.

    We then shifted the conversation to a more personal note, to our "Spill the Tea" session, where we shared our experience working at McDonald's as our first management job and how it shaped who we are today. We talk about learning leadership and discovering our love for helping people. Angie describes her passion for Disney, photography, and scrapbooking, acknowledging that she has been too busy to scrapbook in recent years, but she still engages in digital scrapbooking and makes school books for her kids during school years. We discuss her future plans, including travelling to Italy and Germany and potentially working with the Disney Institute. She expresses her love for travel and shares her final thoughts for the new year, encouraging listeners to dream big and be intentional about their goals.

    Timestamps:

    0:03:10 Setting Goals and Reflecting on the New Year

    0:10:35 Identifying Blind Spots and Overcoming Obstacles

    0:12:03 Commitment: Scale of 1 to 10

    0:14:41 Choosing a Word of the Year: The End Result and Emotions

    0:20:27 Choosing a word for the year: limitless

    0:23:54 Practices to stay accountable and focused on the word

     

    Angie's Contact Information:

    Website: www.angie-robinson.com

    Instagram: @angierobinsoncoaching

    LinkedIn: @angiekrobinson

    Handout: https://www.angie-robinson.com/coaching-resources/#free-resources

     

    Tacey's Contact Information:

    https://linktr.ee/taceyatkinson

    Until next time, 

    Remember: 

    Customer-Centric Cultures Create Magical Customer Experiences. 

    Now Go, Create the Magic! 

    How can banks improve customer communication?

    How can banks improve customer communication?

     Bradley Cooper, editor of ATM Marketplace, discussed this topic in detail in a today's CX Innovator's podcast episode with Mack Turner, president and owner of Mack Turner Marketing Consulting and Insights LLC. Turner has experience both as a marketing executive director at Bank of America and as a speaker at the Bank Customer Experience Summit. 

    CX Innovators
    en-usNovember 22, 2023

    The Simple Ways to Be a Customer Experience Expert with Shep Hyken

    The Simple Ways to Be a Customer Experience Expert with Shep Hyken

    Welcome to the What's Next! Podcast with Tiffani Bova. 

     

    I’m excited to bring back an episode with my friend Shep Hyken. 

     

    Shep is a NY Times and WSJ bestselling author of multiple books, including Moments of Magic, one of my favorites. He’s a customer service expert and a keynote speaker. He works with companies who want to build loyal relationships with their customers and employees by delivering fantastic customer experiences.

     

    THIS EPISODE IS PERFECT FOR… anyone in customer service and customer success organization and leaders who wake up every day focused on improving customer experience.

     

    TODAY’S MAIN MESSAGE… the only thing that's going to separate one company from the next is the experience that a customer has with a brand. It will no longer be about product and price – customer service and customer success will carry as much, if not more, weight than price in purchase decisions. Customer-focused companies make sure everyone on the team knows their value to the customer, even if they work behind the scenes.

     

    Leaders have to define what the customer service experience is going to look like, and they have to live it: communicate it, train it, and serve as the role model. Make sure you hire people with a personality that matches the character of the company; you can train for everything else. Once you have the right people, make sure every member of your team is “service-aware,” which means understanding how your touch point matters to the customer.

     

    WHAT I LOVE MOST… be more convenient. Be easier to do business with, and no matter what, create a frictionless experience for your customers – that’s what they will remember.

     

    Running Time: 31:46

     

    Subscribe on iTunes

     

    Find Tiffani on Social:

    Facebook

    Twitter

    LinkedIn

     

    Find Shep Online:

    Website

    Twitter

    LinkedIn

     

    Get Smarter With Data

    Get Smarter With Data

    Many organisations are struggling to get ahead when it comes to their customer data. In this episode we will go over some of the areas you might not be thinking about and talk through a data strategy example to help spark some ideas. We will cover why data is so important and the journey to creating better quality data.

    Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

    If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

    See omnystudio.com/listener for privacy information.

    The Power of Customer Segmentation

    The Power of Customer Segmentation

    Are you a marketing or CX leader that’s finding it hard to get the rest of the organisation on the same page when it comes to your customer segmentation? In this episode we’re going to talk through how to create great customer segmentation and use it to unify your organisation. We will cover what to avoid, barriers, tips and some examples of great segmentation. 

    Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

    If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

    See omnystudio.com/listener for privacy information.

    Organisational Silos Are The Enemy Of Great CX

    Organisational Silos Are The Enemy Of Great CX

    Are you a marketing or CX leader that’s struggling to keep up with customer expectations constantly rising? Organisational silos are probably one of the core culprits holding you back. In this episode we dive deep into the pain that silos create. We start by exploring why silos exist and what types of silos there are.  Followed by looking at the key areas in customer experience that silos impact including data, customer segmentation, customer engagement and technology.

    Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

    If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

    See omnystudio.com/listener for privacy information.

    Navigating Customer Experience One Backgammon Move at a Time! With Stacy Sherman

    Navigating Customer Experience One Backgammon Move at a Time! With Stacy Sherman

    I am so excited to have on the show today, a friend, a fellow Clubhouse member and podcaster.

    Stacy Sherman goes in-depth into the world of customer experience. She discusses ways that businesses can improve their customer experiences, the impact of social media and influencer marketing on customer experience, and how to balance work and personal lives.

    This episode provides powerful insights, advice, and actionable tactics that can help businesses create extraordinary customer experiences.

    Listeners will walk away with actionable tips and strategies to help them be more successful in their customer experience initiatives.

    Tune in now to hear from this amazing keynote speaker and expert in customer experience! Sign up for Stacy's eNewsletter

    You can check out Stacy 

    Twitter

    LinkedIn

    Instagram

    Blog

    Podcast

    Mentoring

    Product Placement and It's Effect on the Customer Experience. Special Guest Dominic Artzrouni

    Product Placement and It's Effect on the Customer Experience. Special Guest Dominic Artzrouni

    Join Tacey and her special guest , Dominic Artzrouni, Founder & Director of Concave Brand Tracking.

    Today's Topic: Product Placement and It's Effect on the Customer Experience.

     

    Timestamp: 01:05: Dominic’s Story

    Timestamp: 04:55: How Product Placement Works

    Timestamp: 11:01: Brand Clearances

    Timestamp: 28:13: Speed Round

     

    Dominic’s Contact Info:

    Website: https://concavebt.com

    LinkedIn: @dartzrouni

    YouTube: https://www.youtube.com/channel/UCKtaOz8e1gMzUxs3WKjcQpw

     

    Tacey's Contact Info: www.taceyatkinson.com

    Product Placement and It's Effect on the Customer Experience. Special Guest Dominic Artzrouni

    Product Placement and It's Effect on the Customer Experience. Special Guest Dominic Artzrouni

    Join Tacey and her special guest , Dominic Artzrouni, Founder & Director of Concave Brand Tracking.

    Today's Topic: Product Placement and It's Effect on the Customer Experience.

     

    Timestamp: 01:05: Dominic’s Story

    Timestamp: 04:55: How Product Placement Works

    Timestamp: 11:01: Brand Clearances

    Timestamp: 28:13: Speed Round

     

    Dominic’s Contact Info:

    Website: https://concavebt.com

    LinkedIn: @dartzrouni

    YouTube: https://www.youtube.com/channel/UCKtaOz8e1gMzUxs3WKjcQpw

     

    Tacey's Contact Info: www.taceyatkinson.com

    Brian Carr on delivering a valued customer experience

    Brian Carr on delivering a valued customer experience
    The Price of Business | On October 14, 2013, Brian Carr, Chief Revenue Officer of Appcelerator was interviewed about how his role is all about delighting the customer and making sure the organization delivers a customer experience that is valued. Brian talked about how his sales, marketing and customer service team had to rethink their collaborative efforts in order to deliver a seamless, meaningful experience to the company’s customers. He also talked about how he had to tear down organizational silos, knock down barriers to delighting the customer, and realign all the functions outward to the buyers’ journey. Please share with us your comments, feedback and guests you would like to hear us interview!

    Carol Snell on innovative call center strategies

    Carol Snell on innovative call center strategies
    The Price of Business | On May 11, 2013, Carol Snell, CEO of SalesPortal was interviewed about innovative new ways to use the call center to drive additional revenue. This fast paced interview starts off with a lively discussion on how call centers are far from dead but are actually big growth areas. Carol talked about the impact of mobile devices on call centers and new opportunities to do brand partnership marketing that drive significant additional revenue. Please share with us your comments, feedback and guests you would like to hear us interview!

    Brian Goffman on LinkedIn's enterprise sales apps

    Brian Goffman on LinkedIn's enterprise sales apps
    The Price of Business | On September 30, 2013, Brian Goffman, Head of Enterprise Marketing at LinkedIn Corporation was interviewed about how LinkedIn is expanding into enterprise sales applications. Brian talks about the trend of social selling and how sales people are seven times more productive selling through LinkedIn’s Sales Navigator than through traditional means like cold calling. He also shares how rapidly LinkedIn is growing and the company’s new vision for itself and its member worldwide. Please share with us your comments, feedback and guests you would like to hear us interview!

    Jeff VanDeVelde on retooling customer experience

    Jeff VanDeVelde on retooling customer experience
    The Price of Business | On July 1, 2013, Jeff VanDeVelde, Senior Vice President, Client Experience and Loyalty, SunTrust Banks, Inc. was interviewed. Christine Crandell interviewed Jeff on how SunTrust used retooling its customer experience strategy from the ground up as a way to drive more revenue and build loyalty in an era of deep distrust of banks. Jeff shares how they went about understanding customer expectations and the role their CEO and employees had in sustaining this new way of doing business. Please share with us your comments, feedback and guests you would like to hear us interview!
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