Waiting for Service

Latest Episodes:

Episode 27 - What Elon Musk Gets About Customer Feedback Oct 03, 2017

Show notes

I have said it before, most customer surveys are a waste of time. I had a bad experience at Best Buy, so I decided to share some free feedback with their CEO - didn't ask for anything, just wanted to share my suggestions as a customer. My email got forwarded to someone, who proceeded to offer me a gift card to Best Buy - I was offended, and hurt that they think I am so easily bought. Then I got over my hurt feelings and used the gift card to buy a new headset. This is a short episode, listen, share and start improving the experience in meaningful ways.

Episode 26 - "You Must Consider Your Customers Whores" w Jamie Ham Aug 29, 2017

Show notes

7:11 the problem with NPS is that it is antiquated. 8:00 Lack of imagination. Ingenuity is lagging behind: you already know your customer better than you think. 9:10 do you have a loyalty card? 9:27 I have no fucking idea what it does

Episode 25 - The Tyranny Of Incrementalism w Jamie Ham Aug 29, 2017

Show notes

8:17 Customer experience is a product 11:11 nuke the competition 12:05 CSAT, NPS is no longer cutting edge

Episode 24 - We Are So Disconnected w Jamie Ham Aug 29, 2017

Show notes

Why we are so disconnected in the age of Facebook and why it matters

Episode 23 - Why You Can't Trust Customers Jun 12, 2017

Show notes

It's never been a better time to have opinions - especially if you are a customer, everyone wants your opinion. How do you feel about the delayed flight? Give us your ideas on how to improve our clusterfuck of a service. On and on. The idea is you create a "Voice of the Customer" program that will inform how a company might improve it's experience. Problem is the "Voice" you are hearing from the customer is uninformed and misleading.

Episode 22 - Customer Service is harder than Rocket Science pt 2 (w Luke Anderson) Apr 10, 2017

Show notes

"If I can only clone my best employees". Think about your best employee - the one you are always creepily talking about cloning. The one who seems to connect emotionally with customers, says the right things and customers love. Instead of cloning, the goal should be thinking about how to influence their thinking.

Episode 21 - Customer Service is harder than Rocket Science pt1 (w Luke Anderson) Apr 04, 2017

Show notes

I got to stop watching the news, it is messing with my worldview - I am pro-human being, I am decidedly optimistic about the inherent goodness of humans. Whether you are bullish or bearish on the goodness of humanity is beside the point. The thing is at some point in your business you have to put two human beings in a room or on the phone who have never met each other - correctly predicting how well that ends is nearly impossible. This is why I was pretty stoked to talk to Luke, he is focusing on that very thing, how do we improve the Human to Human interactions in Customer Experience. There are all kinds of models that can predict how a Rocket will launch into orbit...there's not a model that can predict how two human beings how have never met will interact"

Episode 20 - Jumping Over The Dollars Of Tomorrow For Cents Of Today Mar 25, 2017

Show notes

"Jumping over the dollars of tomorrow for pennies of today" concludes our guest Michael Furman.
Customers are not loyal to the best product, so what are they loyal to?
Even though the price point is important what customers care above all, is a great experience. One of the main mistakes companies make is believing that customers think the same the company managers think.
Listen to the whole (very insightful) episode to hear the essential takeaways Michael shares from his 30-year-long experience.

Episode 19 - Stop Blaming Training for your customer Service problems Feb 28, 2017

Show notes

You don't need more training. Training is not the reason your experience stinks.
Most training programs and processes are awful. But if you've had a great training program, it's still not equipped with what it takes to help you build an emotional connection with your customers.
You need more contextual coaching to learn how to say "No" to a customer or to say bad news to a customer.

Episode 18 - What A Customer Service Clusterf*** Looks Like Feb 17, 2017

Show notes

This is an episode about the anatomy of a painful customer experience.
We have a real end consumer on this episode who shares his experience with one of the leading phone companies.
There's all of this effort to wow people when people just don't want to go through all the hassle. As a customer I just want you to take care of my problem and make me spend 30 mins on the phone and put me through all of your departments.
In the episode, we discuss how all this process can be re-engineered.

Our TOPPODCAST Picks

Follow Us

Stay Connected

Related Podcasts

Links

Stay Connected