Crack The Customer Code

Today we discuss how the wrong perspective on bad customer service blinds us to the vital insight we need to make improvements where they are needed the most. Zooming in on bad customer service Too often, customer service is pushed into its own corner. We see this a lot on surveys, where bad customer service is separate from things like long lines at the store, or even rude employees. When we speak in such general terms about poor service, we cheat ourselves out of the opportunity to get to the root cause of the problem. Before asking customers to rate their customer service, we challenge you to ask this question: “What does bad customer service really mean to the customer?” It’s often something very specific that leads a customer to report a bad service situation. But unless we take the time to ask more specific questions, we never get the insight needed to make significant improvements. Are you ready to uncover the truth about why your customers are unhappy with the service they receive? Listen in!  

Adam and Jeannie join veteran change agent Eddie Turner to discuss his innovative methods for facilitating change smoothly and effectively. The holistic approach to facilitating change Change is often difficult for individuals. But for organizations, it can be disastrous if the process for facilitating change is not carefully planned and executed. Today’s guest, Eddie Turner, has mastered the art of change management in many industries. Eddie explains some of the common challenges around organizational change. It’s not just about adopting new processes. It’s also about employees and stakeholders leaving their comfort zones to learn new skills. And for many employees, this can even bring job security into question. Eddie walks us through the four main stages of change facilitation: Denial, Resistance, Exploration, and Commitment. It’s critical to understand what your employees are feeling during all these stages, and honest communication is key. Are stakeholders in your organization in denial about necess

Today we discuss some of the ways augmented reality (AR) can enhance marketing and overall customer experiences. Augmented reality is not just for games! According to Wikipedia, “Augmented reality (AR) is a live direct or indirect view of a physical, real-world environment whose elements are augmented (or supplemented) by computer-generated sensory input such as sound, video, graphics or GPS data.” Using GPS data to add graphics to real-life environments, Pokemon Go is a perfect example of this technology. But AR is not just for fun and games! Companies are learning how to use AR technology to help customers visualize changes and make better choices. Adam and Jeannie discuss some ways AR is already changing the customer experience in industries like fashion, beauty and interior design. Companies are leveraging this technology to eliminate a lot of the footwork, guesswork and ultimately, disappointment for their customers. As this technology continues to develop, we see many opportunities for retailers, de

Adam and Jeannie have a fascinating and entertaining discussion with Anna Liotta, author of Unlocking Generational CODES. About our guest Anna Liotta, MA, CSP is an award-winning speaker, business consultant and author with a deep understanding of how generational demographics and dynamics can affect the landscape of business. Early in her consulting career, Anna noticed a common theme:  a fundamental lack of understanding between different generations within an organization that hindered trust, alignment and long-term success.   Further, this generational misinterpretation or breakdown, was occurring across many different industries from high-tech to manufacturing, wealth management to legal services, and medical care to, insurance solutions.  Anna chose to make alignment and understanding across generations her mission.  The founder of The Generational Institute™ and author of Unlocking Generational CODES Anna leverages her Generationally Savvy Communication Solutions™ programs to help clients develop s

Today we discuss how customer service situations turn bad or worse when the customer is refusing help offered by front-line employees. Why is your customer refusing help? While salespeople are typically trained to handle rejection, many other customer-facing employees are not. We train our staff to deliver the best experience possible, but sometimes they try a little too hard, creating tension in the customer experience. This often takes the form of help offered when the customer doesn’t really want it. In many cases, the employee is trying to make the experience better while the customer is perfectly happy how things are. But when the customer is refusing help, there’s usually a good reason. Are your star employees really listening, or are they creating awkward experiences by forcing what they perceive as better service offerings on customers? Related Content 360Connext® post, 3 Ways to Add Magic to your Customer Service Training Customers That Stick® post, 9 Customer Service Training Ideas That Wor

Today we join bestselling author and TEDx speaker Bryan Kramer to discuss the power of sharing to drive customer engagement and create lasting human connections. Viral content and the art of Shareology From sharing content to sharing rides, humans are hard-wired for sharing. But before we can share content and ideas customers will want to engage with, we must first understand why people share things in the first place. How does it relate to our brands? How does it relate to our customers’ goals? Bryan Kramer has it down to a science. Bryan gives us some valuable insights from his extensive research into the science of sharing, and how it has changed over the generations. It’s still different for everyone, so beware the tendency to assume all members of a given segment or generation share and interact with content the same way! As humans, Bryan explains, “we want to connect in ways that stands out. We want to be a part of something greater than ourselves.” The best brands strike a great balance between auto

Live from the National Speakers Association’s Influence 2016 conference, Adam and Jeannie discuss ways to use content in customer service and improve the overall experience. Beyond marketing: Content in customer service Sharing valuable content is now an essential part of a successful digital marketing strategy. Companies have had to pick up new skills and tools, or even create new departments to keep up. So now that we’ve got our content hats on, let’s talk about using those resources to improve the customer experience. Forward-thinking companies have used content as an alternative to sending customers through the usual processes to get the help or information they need. Adam and Jeannie share some great examples, and some ideas on how content can become a key asset in moving customers smoothly through their journey. Content isn’t just for marketing anymore. Many don’t realize the content they create is already a part of the customer experience, but it is! You’ve got great content, so why not take it a st

Live from the National Speakers Association’s Influence 2016 conference, Adam and Jeannie tackle the challenges women face in building professional confidence with expert and speaker, Becky Spohn. About our guest Becky Spohn is an Inspirational Speaker and Trainer with over 25 years in the industry. She uses her unique style of tough-love, humor, and compassion to educate, entertain, and inspire audiences of corporations, associations, and individuals across the country. As Founder of Confidence Concepts, LLC., Becky directs seminars, workshops, and retreats focused on building both personal and professional confidence. Becky is a professional member of the National Speakers Association, the American Society of Training and Development, and the International Facilities Management Association. She is co-author of the forthcoming book “Hard-Hats and High-Heels {Lessons Learned from Women in Facilities Management}”.  Connect with Becky LinkedIn Facebook Becky’s website, Confidence Concepts Sponsor messa

Reporting live from the National Speakers Association’s Influence 2016 conference, Adam and Jeannie discuss the connection between culture and customer service excellence. Create lasting impressions with proactive service To provide satisfactory customer service, you must be there for customers when they need you. But if you’d like to be known for great service, you must reach out to customers before they need you. A strong customer-focused culture that empowers employees to connect on different levels can create huge opportunities to proactively build loyalty and trust. Don’t overlook your chance to shine with customers who never had a problem or asked for anything special. JW Marriott Desert Ridge in Phoenix, AZ creates a lasting impression of outstanding service for guests who never call the desk.  We hope this little story from our stay at JWM inspires you to reach out to your customers in an unexpected, memorable way! Related Content Customers That Stick® post,  Turning a Customer Service Culture

Adam and Jeannie interview personal branding expert Jane Anderson live from the National Speakers Association's Influence 2016 Convention. Personal brands have more personal customers “When you’re in a personally branded business, you are far more connected to your customers than ever,” says personal branding expert Jane Anderson. That said, relying on big-brand customer service experience in a personal brand setting can be a huge mistake! Jane outlines some of the key distinctions for us and shares some great examples of how this can go wrong. It’s crucial to consider everything from how you dress yourself to how you train your staff. Jane explains the three main elements of excellent customer service for clients in a personal brand setting. What’s the best way to approach unhappy customers as a personal brand? Here’s where making the right distinctions and your personal connection to clients can make the biggest difference. Listen to Jane’s story of how she turned a terrible customer service situation i

Today we discuss claims of company longevity as a sales point and whether or not they still have a positive marketing impact on today’s consumers. Is company history still a viable sales point? We’ve all seen marketing copy that says things like “America’s favorite widget for 50 years!” or “Building whirligigs since 1942.” In generations past, these claims held a lot of water for consumers looking to do business with brands they can trust. But in today’s world, technology changes overnight and products and services we’ve never thought about are turning new brands into household names. And connected customers have too much power to assume you offer the experiences thy want simply because you’ve been around forever. They look for social proof of experiences that fit into their modern, digitized lives. Empowered consumers have turned innovative companies like Amazon and Netflix into giants in a relatively short time, leaving leading brands like Borders and Blockbuster with little more than their “impressive”

Adam and Jeannie tackle customer experience challenges in many industries with Curtis Kopf, Vice President of Customer Experience for Premera Blue Cross. Behind-the-scenes customer experience challenges A great customer experience is an easy one. But there is often great complexity involved in making those experiences happen. Curtis Kopf has a long history of working with customer-focused organizations that are driven by strong missions. These companies have become leaders in their industries by hiding that complexity, or simplifying internal processes and training programs to remove that complexity from the equation altogether. For many companies, the challenge is not so much about understanding their customers as it is about executing the actual solutions to their challenges. We often feel powerless to neutralize known pain points due to internal processes, industry regulations, legal obligations and safety practices. Sometimes the best improvements come from pushing those perceived limitations and even

Today we discuss infrastructure and the ability to fit into the customer ecosystem as key factors behind the success of any game-changing innovation. Brilliant innovation is still just one step towards the next great thing Tesla Motors plans on making their amazing electric cars more attainable and affordable for the masses. This sounds great, and they certainly have the technology to create the product. But what about the infrastructure? Currently, it can be challenging to find a charging station for these vehicles, and Tesla hasn’t said much about how they are addressing this. This news hearkens back to the early days of the automobile itself. It was many years before it actually made sense for most people to own one, as the fuel as a commodity was less accessible than the vehicles themselves. Perhaps the same fuel companies that (eventually) grew around the gas-powered auto industry will evolve to accommodate the electric cars. Perhaps not, but Tesla seems willing to take that risk and move forward. Wha

Today’s guest shares how Columbus Metropolitan Library creates an environment that’s attractive, comfortable, and relevant to today’s rapidly-changing needs and lifestyles. Columbus Metropolitan Library: Creating a community around knowledge To remain relevant and attractive in today’s world, organizations of all kinds need to rethink the ideal customer experience often. And in some cases, they must rethink the way they do business. Libraries are no exception. But sadly, most have not changed much with the times. Columbus Metropolitan Library (CML) has maintained impressive membership and attendance rates in spite of a growing belief (currently about 66% of Americans) that libraries aren’t important to their lives. Why visit a physical library in today’s connected world? As Chief Customer Experience Officer, Alison Circle has brought a wealth of marketing and customer experience wisdom to CML. By tuning into the changing needs of members and the communities they serve, libraries like CML are providing com

Today we discuss the impact different methods of payment have on customers and the way we do business. Methods of payment and the experiences around them We admit payment methods aren’t a sexy topic like unboxing or social media engagement. And that’s why this part of the customer experience is so often overlooked! But trust on this one: It’s huge. So how does method of payment fit in, and how much of an impact does it have on your customer experience? Would you know? From those holding up the line writing old-fashioned checks to those throwing a fit because they can’t use their AMEX, it’s typically your front-line staff that takes the heat. Have you thought of your payment methods as a driver for attracting or losing your best customers? For larger companies, it’s easier to provide numerous payment options to help provide the best experiences for everyone. But many smaller and growing companies need to choose. It means striking the right balance between customer demands and making a realistic assessment o

Adam and Jeannie interview Chloë Thomas, author of Customer Manipulation. Why call it "customer manipulation?" Many businesses struggle because they refuse to think of it this way. But in reality, it is our jobs as marketers to manipulate customer behavior. We use whatever tools we can to attract customers, to get them to spend more, then send new customers our way. So how can we keep a handle on customer behavior, without being pushy or feeling guilty? Chloë explains how to use the customer conversation as the “global term for all interactions customers have with your business. A prevalent theme in Chloë’s book, it’s not just talk. It’s about building trust through consistency, great customer service, and getting customers to share their positive experiences with others. Can you stay in control of your own customer conversation? Listen in! About our guest Chloë Thomas is an eCommerce expert focused on eCommerce strategy and marketing, to help eCommerce people make better decisions as they build their pa

Jeannie and Adam discuss recent issues with the TSA check-in process and how many of the customer experience nightmares that emerged around it could have been avoided. TSA Customer Service Customer service in government security… Dare we use these phrases in the same sentence? In many cases, TSA agents have done an excellent job providing good customer service while staying firm with security regulations. There are many people doing great work in the organization! However, the TSA has been in the news a lot lately due to increasing wait times and other poor experiences. Travelers have taken to Twitter using the hashtag #hatethewait to vent the frustrations about long lines and ill-prepared staff. This could happen to any organization that doesn’t look ahead, see trends, or react quickly enough. What’s really wrong here, and how could these situations be avoided? Adam and Jeannie discuss their own experiences with the TSA to uncover how they could leverage resources they already have to ease frustration, a

Today’s guest discusses the digital fan engagement strategy behind the Copa America Centenario, one of the world’s largest soccer tournaments. Fan engagement in the digital age There’s much more to the modern fan engagement than getting the crowd excited at the stadium. Today, fans are engaging on social media, websites, mobile apps and email lists. Die-hard fans are looking for more information and a deeper connection to the game, while newcomers and guests are just hoping to figure out what it’s all about. Christianne discusses the techniques used for reaching out to all kinds of sports fans via digital channels. Through a carefully-engineered digital strategy, fans are able to engage with other fans, their favorite teams, and even the players themselves. It’s not just about having the information available on the web and mobile devices. It’s about discovering how fans engage differently per channel, and offering experiences on those channels that are unique yet well-connected. Going mobile with fan eng

Jeannie and Adam discuss transparency in business, and what it means for customers, employees and stakeholders. Seeing through the concept of transparency How much information do you really need to share, and with whom? This is an age-old conundrum, but the digital age has brought about new challenges. Transparency has become a hot buzzword in recent years, and with good reason. Customers, employees and stakeholders are demanding more information than ever before. This is especially true for millennials, and they are using the many new tools available for digging up information companies don’t offer up-front. Adam and Jeannie share some stories about transparency gone wrong. When is it too much information for customers? For employees and stakeholders? Before you lay it all out on the table, you need to strike the right balance between protecting sensitive information and offering disclosure.  Where or how you share the information can also make a huge difference. Should the onus be on customers to dig i

Adam and Jeannie discuss the challenges of creating a culture around patient empathy with Sven Gierlinger, Chief Experience Officer for Northwell Health. Embedding patient empathy into process and culture Healthcare workers are indeed heroes. With sensitive tasks and complicated registration processes at hand, creating experiences that make patients feel safe and comfortable is a tall order. With a background in hospitality at Ritz-Carlton, Northwell Health Chief Experience Officer Sven Gierlinger looks at patient experience through a different lens. Like the hospitality industry, as Sven explains, healthcare “puts heads on beds and gets paid for it.” And his own past experiences as a long-term inpatient helps him amplify the need for healthcare organizations to embed a focus on service and empathy into clinical processes. Thanks to forward-thinking patient experience experts like Sven, we’ve come a long way. But there’s still a lot of work to be done! Listen in as Sven shares some of the best ways to cre