234: (Tip) Tips for Customer Service Bots
Are you using customer service bots? So much can go wrong! With Adam and Jeannie to help, you can use them to save...
07:10
leadership podcasts
235: Customer Experience Touchpoint Tips
What is a customer experience touchpoint? Jeannie shatters common myths and shares tips for a more customer-centric...
04:25
14 Perhaps It's Time to Stop "Leading" and Focus on Influencing with Dr. Neal Schnoor
The concept of leadership is a good one, but is it possible that we've turned it into a list of behaviors we "do" in...
58:17
Adam and Jeannie share common customer survey mistakes and how to avoid them to get thoughtful responses. Losing our...
14:24
Voice Studio 14: Finding the Real Power in Your Message
In this episode, Andrea discusses the importance of connecting deeply and personally with the message you're wanting...
09:30
240: Matt Dixon, Kick-Ass Customer Service
Bestselling author and customer service expert Matt Dixon to uncovers surprising facts and common misconceptions...
34:27
242: Jason Forrest, The Power of Customer Certainty
In this special edition live from C-Suite Network conference, three-time Stevie Award winner Jason Forrest unlocks...
12:21
243: How Corporate Myths Hurt Customers
Adam and Jeannie explore how corporate myths affect culture and customer experience, ways to identify them, and what...
10:56
244: (Tip) The Magic of 1-to-1 Experiences
Adam shares his thoughts on the importance of 1-to-1 experiences as we hand parts of the experience over to...
03:35
246: Chase Clemons, Basecamp’s Customer Service Ethic
Adam and Jeannie discuss Basecamp’s customer service ethic and tackle some of the top challenges faced by support...
23:44
247: (Tip) 3 Powerful Questions
Jeannie shares 3 powerful questions to get actionable feedback from customers. Powerful innovation starts with...
03:59
Adam and Jeannie explore some universal customer tipping points, or moments of truth in the customer journey, for you...
06:06
Today in the United States is Independence Day, a day celebrated with summer cookouts and fireworks explosions. Like...
04:31
249: How Customer Service Training Goes Wrong
Adam and Jeannie discuss several ways customer service training goes wrong, how that impacts the customer experience,...
10:10
252: Alison Herzog, Dell Customer Experience
Adam and Jeannie interview Alison Herzog, head of global social business strategy at Dell, about "deep listening" on...
25:17
253: (Tip) Situational Awareness in Customer Service
Jeannie and Adam report live from the National Speakers Association’s Influence 2017 conference to discuss the power...
05:56
254: Rocky Romanella, Tighten the Lug Nuts
Jeannie and Adam interview Rocky Romanella, author of Tighten the Lug Nuts:The Principles of Balanced Leadership....
25:41
20: How to Facilitate Transformation in Students, Organizations and Teams with Douglas Walters
Douglas J. Walters has over 45 years of experience as an educator, administrator and consultant. Most recently, he is...
58:42
257: Pat Iyer, Legal Nurse Podcast
Jeannie and Adam interview author and medical liability expert Pat Iyer live from the NSA Influence 2017 conference....
13:32
Voice Studio 20: Why People Don't Believe You Care About Them
In this Voice Studio episode, we discuss Doug Walters' quote from episode 20: "Students know when you care....
04:40