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Customer Experience

Customer Experience

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The message is coming loud and clear. Customers want more! More respect, more choice, and more help! And they also want less! Less hassle, fewer procedures, less aggravation. They want a better experience every time they deal with you. Please join us to learn how to deliver that “more” and that "less" to your customers. Each week, trailblazing experts in Customer Experience will share what's new, what's exciting and what you can do to transform how your customers perceive you and your company. Interactive, provocative, test out new ideas, remember classic wisdom. Hear and be heard. Visit our blog at www.improvingcustomerexperience.com

On-Demand Episodes

Part 1 - Mark talksabout employee engagement, how inextricably bound to customer engagement it is and the urgency with which this issue needs to be addressed, considering the negative impact this has on a company's P&L. This... more

Mark is a consultant in his firm New Paradigms LLC and an author of a new book "Managing Whole People". In the first of two parts we are going to explore the concept, value and the "how to's" of employee engagement -- and how that... more

Consultant, author and educator Dick Lee is founder and principal of High-Yield Methods, a Twin Cities-based consulting firm that helps clients globally manage CRM implementation. HYM views CRM “holistically,” taking it beyond... more

Over the course of his accomplished career, Dennis has started various new businesses, launched brands, and restored prosperity to floundering businesses. His experience ranges from running family businesses to public... more

Our guests are from Spoken Word, a company that brings new technology to customer experience.... Heidi Miller Heidi Miller is the Chief Conversation Officer at Spoken Communications, a speech recognition technology company... more

Guests Marilyn Suttle and Lori Jo Vest join g us to talk about their book, Who's Your Gladys? Publishers Weekly says - “It’s the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful... more

Social media, social media, social media! It seems that’s all we hear about these days. Many find them asking themselves asking “how can social media help me in my business? Isn’t is just a bunch of young kids telling each other what they... more

The cosmetics industry is totally focused on customer experience. It has to be. Customers are not just buying makeup. They are buying a dream, an image -- an experience. Terry Brown realized this when he left his job as President of a... more

Shelle Rose Charvet, president of Success Strategies is known round the world for her ground-breaking book, "Words That Change Minds: Mastering the Language of Influence." Shelle brings that expertise directly to the issue of... more

Lean Six Sigma with Michelle Lue-Reid. Michelle is co-head of RBC Royal Bank’s Process Excellence unit and is a member of the Retail Shared Services Operations senior leadership team. In her role, Ms. Lue-Reid is responsible for... more
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