#23 Self-Service Portale
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Explore "selfservice" with insightful episodes like "#23 Self-Service Portale", "10 Principles of High Productivity Retailing", "RecruiterCast - Ep 74 - QR Code Comeback + Self-Service Tech Support", "71: Empowering Employees Through Well-Deployed Technology With Bennett Bennett" and "#5 Es wird bei McDonald’s kein Röhrli mehr geben" from podcasts like ""CX Inside – Customer Experience mit SAP", "Telaid Tech Connect", "RecruiterCast", "Customer Service Academy" and "Hosting the Hosts"" and more!
Today we’re speaking with Jim Inglis, a 60-year home center industry veteran, executive, and author. In part two of this podcast series, we explore the ten principles of high productivity retailing gleaned from Jim’s time with The Home Depot and his tenured career. Jim shares insights about how building brand, customer loyalty, trust and culture is critical for success in retail.
IN THIS EPISODE:
KEY TAKEAWAYS:
LINKS MENTIONED
www.telaid.com/solutions/retail-automation/
BIO: Jim Inglis
Author of How a Bleeding Orange Culture Can Change Everything! Jim Inglis has more than 50 years of experience in the home improvement retail segment. He served in executive positions with The Home Depot for 13 years and has served on the board of several retail-related associations and businesses. Since founding Inglis Retailing in 1998, Jim has advised leading home improvement retailers worldwide. In 2015, he was honored with a Lifetime Achievement Award from the Global Home Improvement Network and the European DIY Retail Association.
In this week’s episode of #RecruiterCast, John and Dave talk about the recent comeback of the QR Code as well as the top 5 tips they have for self-service tech support.
It was also #nationalwingday....can anyone guess the average wing consumption per person?
In this episode, I interview Bennett Bennett from Mashgin about technology, deployment, and customer self service:
- Educating customer is key to removing the mystery from technology and empowering users
- Infrastructure must be a consideration of any organizational improvements, including technology
- Self service is about providing options - so ensure that customers have a path that makes sense for them
- Enabling self service frees up employees for higher value tasks, such as guest engagement and stocking shelves
It's time for the great service comeback!
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/ServiceRecipe
Instagram: https://www.instagram.com/recipeforservice/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
Kelly Brickley is a Business Development Manager at Pyrios, an AGC Black Box company. She has more than 25 years’ experience in the contact center industry internationally, including 7 years with ICMI as their Director of Educational Services based in Southern California.
She shares her thoughts on how to better support your Agents post-COVID.
Top 3 Tips:
Provide online resources customers can use to resolve their issues themselves (15:19).
With self-service options taking some of the pressure off Agents, they now have an opportunity to be proactive with customers; reaching out, educating them, and doing more for them (15:48).
It’s time to look at how bots can fit into your strategy. They’re becoming very useful in assisting Agents mid-call, serving up answers straight away which saves Agents from trawling though the knowledge base (03:07).
You'll Learn:
A best-practice approach to provide real-time support to remote Agents (03:57).
Why call analytics is the future of Quality Assurance (08:00).
How leading contact centres are changing the way they do coaching (10:03).
Connect with Kelly here: https://www.linkedin.com/in/kelly-brickley-2b04692/
If your priorities include boosting employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.
Bridgette Dalzell is the General Manager of Customer Connection Hubs at Bank of New Zealand. She's spent the last 25 years involved in customer experience, customer service, and customer sales. And she's led teams across New Zealand, Australia, India and the Philippines.
Top 3 Tips:
Have a really good data set of understanding why your customers are calling.
Have a team of people dedicated to doing call listening.
And then come up with a strategy around what is your low hanging fruit and how you'll measure it.
You'll Learn:
How Bridgette has dealt with unprecedented high call volume. And how she’s taken 14,000 calls out of her service contact centre in the last few months - while improving customer experience (including for high volume callers) - by pushing customers to self-serve and digital (01:43 and 04:31).
How to address any concerns around the cost of having a transformation team, so you can make a rock-solid business case for having one (08:09).
The way to guarantee your customers' experience is kept top-of-mind in every meeting (10:40).
Full show notes: https://bravatrak.com/bridgette-dalzell-podcast
Connect with Bridgette on LinkedIn here: https://www.linkedin.com/in/bridgette-dalzell-b582b86/
Get your free copy of Game On here: https://bravatrak.com/game-on-book
In today's SaaStr insider episode, SaaStr SVP and GM, Amelia Ibarra sits down with Naomi Rozenfeld, VP of Revenue @ Wix Answers. Together they discuss how to execute a winning self-service strategy, including when to launch, cross-functional implications, and how to find the right balance between self-service and customer support.
Video + blog post: https://www.saastr.com/how-to-execute-a-winning-self-service-strategy-with-wix-answers/
Don Schminkey, Senior Technical Project Manager at Channel Fusion, and Jason Frueh owner of My Creative Shop share their thoughts from Amsterdam on CHILI Publish and the money-making opportunity the platform provides printers and marketers to help clients with file creation and more. Kevin Goeminne, CEO of Chili Publish, joins to discuss their recently launched Universal Graphics Editor.
Chili Publish: http://www.chili-publish.com / Channel Fusion: http://channel-fusion / My Creative Shop: http://www.mycreativeshop.com
What happens when the HOTTEST online document editor gets into the hands of a crafty entrepreneur? Kevin Goeminne, CEO of Chili Publish and Jason Frueh, Owner of MyCreativeShop.com, discuss the results of this truly unique product and their equally unique partnership from #SpicyTalks18 in Chicago.
Chili Publish: https://www.chili-publish.com/start / My Creative Shop: https://www.mycreativeshop.com
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