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Navigating the Customer Experience

Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
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Navigating the Customer Experience
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Now displaying: July, 2016
Jul 26, 2016

Suzy Prudden is a prize-winning International speaker, seminar leader and best-selling author. She’s won numerous awards for business and speaking, and has appeared as a guest expert on over 1,000 radio and television shows including Oprah, The Today Show and Good Morning America.

With her publishing company, Suzy say they pride themselves on customer service. She tells us it should be your number one priority.

“It’s the only thing that going to make your business work. If you don’t have good customer service, you might as well seriously not be in business.”

Suzy says her employees need to leave their personal problems behind and not bring it into the office. She wants her employees to change their mindsets upon arriving at work. An example she gives is about a mother with a sick child at home.

“I would say go home and be with your kid, and I would not dock their pay for that either. You have to create a culture of support. If you have a culture of support in your company, then the people who work in the company will want to support the company.”

In order to sustain a culture of service in your business, Suzy gives the advice of simply paying attention.

“You have to pay attention to your customer, you have to pay attention to the people that work with you and most importantly you have to stay on top of everything!”

She notes that if you fail faster, you’ll also learn more quickly as a result. When you fail, you learn, and when you learn you get better. Failures give the opportunity to know what isn’t working and what needs to be fixed.

“I like to teach people how to make money and I can do that through Itty Bitty Publishing.”

We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here!

INTERVIEW LINKS:

www.IttyBittyPublishing.com

http://suzyprudden.com/

“Think and Grow Rich” by Napoleon Hill

“Psychic Energy” by Joseph Weed

“Mind Mapping” by Tony Buzan

Jul 19, 2016

Lee Caraher is a CEO and acclaimed communication strategist known for her practical solutions to big problems. She started Double Forte as a new kind of communications firm designed to work with good people, doing good work for good companies doing great things in their categories. So far so good. This is not her first rodeo, and she’s learned a lot along the way that she shares with others in the hopes that everyone can reduce drama and conflict in the workplace and create careers that matter.

Lee has a reputation for building cohesive, high producing teams who get a lot done well and have fun at the same time. A sought-after coach and confidant to her clients, Lee regularly helps organizations navigate complex, sensitive and critical situations. She is a straight talker who doesn’t hold too many punches, although she does her best to pleasant about it.  An experience speaker and facilitator, Lee blends immediately applicable insights with inspiration and humor for engaging and entertaining sessions for audiences large and small.

Her first book “Millennials & Management: The Essential Guide To Making It Work At Work” was published by Bibliomotion in October 2014. The book is based on her own work building a successful intergenerational workplace, as well as the insight from more than 250 managers, leaders and employees of all ages in different industries across the country. For Millennials, management, and senior leaders, the book is a practical and entertaining guide to breaking down the misconceptions between Gen Y, GenX and the Baby Boomer generations, and details how to build a constructive, productive work environment that builds business, loyalty and strategic advantage.

 Lee started a public relations and communication strategy firm with a partner almost 15 years ago. Before that, she was employed with many other large communication firms.

“My whole career has been in this function of figuring out what to say and who to say it to so they can hear it”

She says her journey to entrepreneurship came out of necessity when she needed the flexibility in her schedule to help her mother who was diagnosed with cancer.

Lee believes that the customer experience is the lifeblood of any company.

“The brand that you have is only half of whatever is in that package (of what you sell). The other half is in the experience that people have with your brand.”

The experience your customers have is going to be the indicator for company sustainability.

Her agency is very focused on service, and Lee says that if you deliver good results but a great experience you will keep that client forever.

You have to recognize that each client will have a different culture.

“We have to shift to each culture. Really understanding who your customer is is important.”

She notes that communication is a big issue in companies all over the country, and can be a challenge as most businesses have three generations in them. Millennials tend to prefer communication by text, whereas baby boomers are more likely to pick up the phone.

“Don’t assume people have the same communication preferences as you do”

Your business is only as good as your relevancy is. For this reason, staying up-to-date is the most important thing you can do in your day.

Lee says that companies need to have a plan in place for the worst-case scenario.

“In today’s world that’s moving so quickly, there’s no longer 24 hours to figure it out”

Companies that receive negative feedback on social media should respond immediately and direct the person to a private email address to get the conversation off of the public forum.

She shares that if team moral is bad, you have to address the issues right away. However, going through challenging times as a team can create a stronger bond with employees.

“People come to work with all of their baggage. How do you help them focus, be productive and be happy?”

Employees want to do work that matters. When they don’t understand how they are making a difference, this is when you get the negative impact.

“My experience is the best leaders are the ones who basically love the people around them. They’re very motivated by other people’s success.”

Lee explains that if you don’t intertwine your work and your life responsibilities, it’s very challenging to do either very well.

When she is well physically, her company too is well, and healthy companies are the ones that people stay at.

Two quotes Lee lives by are, “Focus is your friend”, and “Family first.”

We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here!

INTERVIEW LINKS:

www.LeeCaraher.com

www.Twitter.com/LeeCaraher

www.Facebook.com/LeeCaraher

Focus @ Will

Word Swag

Relax & Rest

Facebook Pages

“Primal Leadership” by Daniel Goleman

“Are You Fully Charged” by Tom Rath

“The Optimistic Workplace” by Shawn Murphy

“Never Eat Alone” by Keith Ferrazzi

Jul 12, 2016

Paul Potratz is the COO of Potratz Advertising Agency in New York. They work with businesses creating top funnel brand strategies, consumer engagement, and content on websites, social media and sales training.

Paul worked in both radio and television, and then made his way to an ad agency. In 2003, he made the decision to start his own advertising agency.

“Every business is like the seasons; you have to stay motivated when things slow down because it’s just right around the corner before they start to pick up again.”

“One thing about entrepreneurship (is) if you’re motivated by always reinventing with change, then I feel you will always be successful.”

Paul identifies current global customer service as an essential component of your business.

“You don’t have anything if you don’t have customer experience.”

A part of great customer service is showing the clients how much they are appreciated. Paul and his customer service team created a way of letting his clients know how important they are with Coffee Mug Strategies. These mugs have strategy options that are tailored to the business and create leads.

“We’ve heard it over and over and over it’s much easier and much less expensive to keep a client than always trying to be adding new clients.”

Building great content on your website, providing research, having comparisons and providing it to your potential clients will invite them in, and make them more comfortable to purchase from you.

“Become a content machine, get that content on your website and then take them to the next logical step.”

Paul talks about how he stays motivated. Other than loving what he does, he likes getting in on the action.

“Roll your sleeves up once in a while. Granted, we can’t always do that because you can’t scale but you can do it every once in a while and it gives you the sense of excitement.”

INTERVIEW LINKS:

www.MugStrategies.com

www.facebook.com/PotratzAdvertising

“As a Man Thinketh” by James Allen

“Man’s Search for Meaning” by Viktor Frankl

“The Energy Bus” by Jon Gordon

“Scientific Advertising” by Claude Hopkins

 

 

Jul 5, 2016

Andreas Jones is the leading authority on small business growth and profitability. He is a #1 International bestselling author, coach, speaker, consultant and trainer, as well as an army combat veteran. After the arm, Andreas had a series of jobs including VP of a national bank. He had been featured on NBC, CBS, FOX, ABC, CNN and USA Today.

Andreas says joining the army gave him an opportunity to grow as a person.

“That’s probably one of the best decisions I’ve made in my life. It really helped me to kind of find myself, find my identity. It helped me with being more disciplined and the ability to persevere.”

While studying economics, Andreas came across a statistic that he didn’t like hearing.

“80% of businesses fail in the first two years. I think of someone’s dream going down the line and that really didn’t sit too well with me so I started studying business and what I can do from my standpoint.”

“Customer service is an attitude, more so than a job or task.”

Andreas says the most important pillars that a business needs to succeed are getting to know your customers and building relationships with them. Listening to the customer, and finding out what else would enhance the customers life to make them repeat customers of yours, is also crucial.

“Those are the things that customers want to know; that you care about them, that they are more than just a transaction for you.”

Newsletters, discounts, punch cards, refer a friend and more are ways you can build relationships with your customers. The goal is to keep the customer engaged in the process.

“Involve your customer in your day-to-day and having your customer as your partner as you build your business.”

His advice on staying motivated is to be the best person you can be. Schedule time for your family, and know that you are helping other people with their dreams.

“The game changer in all human interaction is emotions, and its an incredible emotion to know someone cares about you. So it’s really about connecting with your team and getting to know them outside of just their job description.”

We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here!

INTERVIEW LINKS:

www.BusinessBreakThroughSolutions.com

www.AgileCRM.com

“7 Habits of Highly Effective People” by Stephen R Covey

“The Compound Effect” By Darren Hardy

 

 

 

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