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KCBS Radio Weekend News | KCBS All News
California governor proposes a $21 billion wildfire fund
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The Frankie Boyer Show | Biz Talk Radio
Report Show PG&E To Blame For Deadly Camp Fire in California
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Mason & Ireland
Monty Williams the Suns' Top Target for Coach - Where does that leave the Lakers?
Aired 1 year ago 1:39
jeannie Discussed on MyTalk 107.1
Aired 2 years ago 1:40
Xtra Sports Radio 1300 AM
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Aired Last week 13:09
374: What's More Personal: Twitter or a Phone Call?
In this interesting episode, Adam and Jeannie share their differing opinions on whether phone conversations or chat platforms such as Twitter provide the best customer service. On one side it is considered that Twitter conversations are well thought out and more personalized than reading a script on a direct call. Whereas on the 'for phone calls' side, it's argued that we can create better connection with tone of voice and other factors.Learn more about your ad choices. Visit megaphone.fm/adchoices
Aired 6 months ago 14:45
350: New Year's Resolutions
Adam and Jeannie kick off 2019 with some of the best resolutions you can make to continuously improve customer experience and customer service all year long. Are you ready to kick off a customer-focused new year? We made it to 2019. Yippee! We had a long, much-needed break, but weâ€™re so glad to be back. And what better way is there to start the new year than to make meaningful resolutions? Perhaps youâ€™ve already made your resolutions about eating healthier and actually using that gym membership, but weâ€™re here to talk about improving your customer experience as part of your strategy for business success. â€œOur resolutions are all about customer experience and customer service.â€ -Adam Toporek So what should you resolve to do for your customers in 2019? Adam Toporek and Jeannie Walters are two of the most recognized and respected names in customer experience and customer service, and theyâ€™re here to help you hit the ground running. Not only have they shared some of the most important resolutions you can make on behalf of your customers, but they had a lot of fun doing it! â€œResolutions should be about ACTION.â€ -Jeannie Walters Resolutions may tend to fade over time, but weâ€™ve got a few you need to keep top-of-mind throughout the year. Hereâ€™s to an exciting year of focusing on customers for greater business success! Related Content 360ConnextÂ® post, What You Need to Know to Reduce Customer Effort in 2019 Customers That StickÂ® post, The Fusion of Brand and Culture with Denise Lee Yohn EpisodeÂ 214: Who Drives Customer Experience? EpisodeÂ 300: Celebrating 300 Episodes (with live guitar) We're on C-Suite Radio!Â Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then â€” using the principles from our book Be Your Customerâ€™s Hero â€” gives them the skills and confidence they need to handle any service interaction. Donâ€™t leave your frontline team hangingâ€¦ Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com. Â Take care of yourself and take care of your customers. Â
Aired 8 months ago 16:52
343: Are Subscription Boxes Filled with Data Gold?
Jeannie and Adam discuss the past, present and future of custom subscription boxes and their growing role in the data revolution. Subscription boxes enter the data revolution In the past few years, we have seen explosive growth in data collection methods. As a result, marketers get a better ROI on their campaigns while delivering more personalized products, services, and experiences. And now weâ€™ve seen a growing trend in subscription boxes, where consumers offer much richer information from the start. Services like BirchBox, StitchFix, BarkBox, Blue Apron, and many others, offer custom-tailored boxes based not only on their initial preferences, but their behavior of returning merchandise, upgrading and downgrading service levels, and more. â€œThe data that you CAN get is so much richerâ€¦â€ -Jeannie Walters But now these services are beginning to use Artificial Intelligence to analyze this data, and really leveraging the power of smart algorithms. This serves not only to reduce the costs of keeping stylists and consultants on the ready, but to create richer customer profiles and inform new ways of segmenting. The robots are collecting and acting on information about size, weight, dietary preferences, styling preferences, and many more things marketers wouldnâ€™t have dreamed of having access to in the past. So, this all sounds great, doesnâ€™t it? Itâ€™s a win/win where organizations have increasingly powerful data at hand and consumers save precious time knowing someone (or something) is making good choices for them, possibly better than the choices theyâ€™d make on their own. â€œOrganizations are using every action we take as a data point to understand us.â€Â -Adam Toporek However, you might guess that weâ€™ve been wondering if this is sustainable, and we certainly are! What happens when algorithms start sending things they think customers should like, but donâ€™t? Then what happens when customers â€œsettleâ€ for those choices simply to receive incentives for future purchases? In the search for perfect data, marketers and their robots continually open the door for new imperfect forms of targeting, and consequently, imperfect customer experiences. So this growing trend of subscription boxes coupled with the use of AI is rife with potential for disaster! In this episode, we dive into this trend from the customerâ€™s perspective, look back at how it all got started, where it is today, and what it may mean for the future of marketing and big data. Our robots say you need to listen in! Related Content 360ConnextÂ® post, Whatâ€™s Missing from your Data Insights? Customers That StickÂ® post, What Great Brands Do EpisodeÂ 335: Do You have a Purchase or Usage Brand? EpisodeÂ 311: Which Retail Touchpoints Matter Most We're on C-Suite Radio!Â Check it out for more great podcasts Â Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then â€” using the principles from our book Be Your Customerâ€™s Hero â€” gives them the skills and confidence they need to handle any service interaction. Donâ€™t leave your frontline team hangingâ€¦ Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com. Â Take care of yourself and take care of your customers. Â