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Today's customers have multiple ways to educate themselves on products and services. It's important that front line personnel are experts in regards to being knowledgeable about their company's products and services. Join Errol and his guest Sean Hawkins, manager of the award winning call center at iContact to get tips on creating customer experience experts to insure employees confidently interact with customers.
The program focuses on Zingerman’s Community of Businesses and its philosophies and Customer Complaint Process. The businesses include the original business, Zingerman's Delicatessen, plus Zingerman’s Bakehouse, Creamery, Catering, Mail Order, ZingTrain, Coffee Company, Roadhouse Restaurant, Candy Manufactory and the newest business—Events at Cornman Farms. Zingerman’s produces and sells all sorts of full flavored, traditional foods in its home of Ann Arbor, Michigan to the tune of $50,000,000 a year in annual sales. Effectively managing conflict has allowed Zingerman’s to grow from 2 employees to 700 over 33 years. Like Apple Computers, Zingerman’s delights its customers with its food and its customer relations. It has also been lauded by President Obama and others for its employee support, including its fair base salary, hours and benefits. Zingerman’s philosophy of Servant Leadership, Energy Management, Going Direct and Handling Customer Complaints is at the core of its popularity and success.
Ari Weinzweig is CEO and co-founding partner of Zingerman's Community of Businesses. Ari was recognized as one of the “Who’s Who of Food & Beverage in America” by the 2006 James Beard Foundation and has awarded a Bon Appetit Lifetime Achievement Award among many recognitions. Ari is the author of a number of articles and books.
Zena Zumeta, internationally known as both a mediator and trainer of mediators. She is president of the Mediation Training & Consultation Institute, Zena Zumeta Mediation Services, and The Collaborative Workplace in Ann Arbor, Michigan.
How are your Customer Service skills? Are they preventing you from building a better customer base? The customer experience has emerged as the single most important aspect in achieving success for companies across all industries. Customer experience management involves strategy that focuses the operations and processes of a business around the needs of individual customers. Businesses must be able to execute what they refer to as the "Three D's". This week on The Networking Diva Hour, hear how you can get the edge on giving the best customer service to help you grow or keep the base you have happy.
My co host this week back by popular demand, is Barry Thomsen, President at Business Marketing Ideas, A Best Selling Author, and Business Coach. Barry knows that the life of a small business person is not all fun and profits. Hear his take on "The Customer Experience". You'll never look at CS the same way again!!
Barry's six published books which are available in bookstores and online are:
90 Days To Success As A Business Owner - Cengage/Learning, USA
The Smart Guide For Business Startups - Smart Guide Publishing, USA
When the Shit Hits the Fan - Career Press, USA
The Jelly Bean Principle - Oak Tree Press, USA
Save Your Business - Crimson Publishing, UK
23 Reasons Why Businesses Fail - Jaico Publishing, India
Check Barry out @ www.idealetter.com/barrybio.htm
Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss
This on demand audio series is a part of the Executive Girlfriends Group Vignette Series. Chicke Fitzgerald interviews Jeanne Bliss. The original live interview was 5/22/15.
Chief Customer Officer 2.0 is based on a five-competency framework that successfully launched multitudes of Fortune 100 and Fortune 500 companies through their customer experience transformations. The framework addresses the issues that remain prominent, including siloed organizations and the need for clear goals and metrics, as well as new factors, like social media, that have altered the customer relations dynamic forever.
You’ll learn the five key competencies embraced by world-class leaders and the role of the Chief Customer Officer in uniting the organization to build and embrace these new competencies.
After 25 years as the Customer Experience Executive in five major US Corporations, Jeanne Bliss founded CustomerBliss in order to create clarity and an actionable path for driving the customer loyalty commitment into business operations.
Her website is http://www.customerbliss.com/
To order the book click HERE
For more information about the Executive Girlfriends' Group see: http://www.executivegirlfriendsgroup.com
Join Anna Scheller as she discusses customer service, "The Sale after the Sale". How often have you made a buying decision based on the customer service you received at a restaurant or car dealership. Customer Service is not just anything--it's EVERYTHING when it come to customer retention.
As a leader in the hospitality industry and a sales trainer, Anna gives valuable insights into key principles for not just getting a customer, but keeping them coming back. A buyer is a buyer is a buyer and you can keep it that way with good customer service.
The TalentCulture #TChat Show is back live on Wednesday, April 29, 2015, at its new time from 1-2 pm ET (10-11 am PT).
Last week we talked about how to deal with bad bosses, and this week going to talk about why internal customer service is so important.
When we think of “customer service” we usually think of those to help us throughout the sales process, but service must be a total commitment not just for the front line, but for every employee of any business, from individual contributor to CEO.
Everyone has a customer. If it is not the outside customer, then it is the internal customer — anyone within an organization who at any time is dependent on anyone else within the organization.
This is the root of internal service. It is the understanding that everybody supports everybody else in the organization.
Join TalentCulture #TChat Show co-founders and co-hosts Meghan M. Biro and Kevin W. Grossman as we talk about why internal customer service is so important with this week’s guest: Shep Hyken, Chief Amazement Officer at Shepard Presentations, customer service expert, keynote speaker and New York Times and Wall Street Journal bestselling business author.
Thank you to all our TalentCulture sponsors and partners: Dice, Jibe, TalentWise, Hootsuite, IBM, CareerBuilder, PeopleFluent, Predictive Analytics World for Workforce and HRmarketer Insight. Plus, we're big CandE supporters!
Customer loyalty and retention strategies that work for entrepreneurs, small businesses, medium sized businesses. Marketing expert Jeanne Grunert of Seven Oaks Consulting shares with you her best tips for customer loyalty and retention. What works, what doesn't, and what can you do that won't break the bank and bust your budget? Jeanne offers practical tips on how to encourage customers to return to your business time and time again.
Building Customer Loyalty Program with SpotOn with Tommy Chan is our guest on The Core Business Show with Tim Jacquet. After nearly 50 years of combined experience working with over 125,000 small businesses, we built SpotOn to help small business owners solve an overwhelming challenge in today’s deal-obsessed economy: creating loyal customers. We started this company in 2010 with the goal of providing small business owners with a budget-friendly marketing alternative to daily deal sites, and consumers with a memorable, convenient loyalty program. Since then, it’s evolved into much more.
Since launching SpotOn in April 2012, we’ve witnessed its ability to drive traffic and create happy, loyal customers in ways traditional marketing can't. Digitizing the punch card is only the beginning. We're transforming the way small businesses communicate with customers by making data accessible and actionable. Everything merchants need to maximize repeat visits, strengthen off-peak business, and increase revenue is at their fingertips.
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