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Aja talks about: · What makes the Spartan Race so unique · How to keep the brand consistent over 200 races · The Importance of Community The book that has influenced Aja the most in the past year: · Be our Guest: Perfecting the Art of Customer Service https://amzn.to/3ifcfH9

Scott talks about: · What it means to be ICONIC · Why companies run from their own uniqueness. · How you should “Go Negative” The book that has influenced Scott the most in the past year: · Be the Best at What Matters Most: The Only Strategy You Will Ever Need https://amzn.to/3hobA5B His note to all customer service professionals: “If I were being treated the way that I am currently treating this...

Antonia talks about: · The importance of building a world class culture first · What it means to emotionally engage with your customers · How to differentiate on brand experience The book that has influenced Antonia the most in the past year: · Prosperity: Better Business Makes the Greater Good: https://amzn.to/35XMFAK Her tip to power meaningful customer experience: “Be you, bring your own life e...

Darren talks about: · What people say about UX · How to decipher between a real UXer and a fake one · How to seamlessly connect UX and CX The book that has influenced Darren the most in the past year: · Multipliers: How the Best Leaders Make Everyone Smarter: https://amzn.to/3qnWb9w His note to all customer service professionals: “Ascribe to Excellence...Because when you focus on excellence, you b...

Howard talks about: · What it means to be digitally driven · Why Executives grimace when you want to focus on CX · How to prioritize your Digital Transformation The person who has influenced Howard the most in the past year: · Shep Hyken - Cult of the Customer · Tom Goodwin - Digital Darwinism His note to all customer service professionals: “You are the #1 listening post to the customer, so while...

Jane talks about: · Lessons she learned from her Dad · Talks about her time on Undercover Boss · The importance to taking caring for your people The person who has influenced Jane the most in the past year: · Chick fil a – They are the best out there in Customer Service. · Dare to Serve by Cheryl Bachelder: https://amzn.to/3pwKLzP

Michael talks about: · What CX has to do with better experience in the contact center · How to improve employee retention · How training in the contact center is different than general CX The person who has influenced Michael the most in the past year: Art Ginsler’s book: Art’s Principles – 50 years of hard-learned lessons in building a world class professional services firm: https://amzn.to/34L5i...

Chris Voss - World's #1 Negotiation Coach, Bestselling Author "Never Split The Difference" - CEO at The Black Swan Group, Ltd - Part 2 of 2 [Negotiation] Chris talks about: · What is mirroring and why it works? · What is the beauty of silence? · How do you get comfortable being uncomfortable? · What is the importance of visualization? · What tactics should a Customer Service Rep use to diffuse a f...

Chris Voss - World's #1 Negotiation Coach, Bestselling Author "Never Split The Difference" - CEO at The Black Swan Group, Ltd - Part 1 of 2 [Negotiation] Chris talks about: · How long do you have to make that first impression? · How did you make your first impression count? · How do I get the customer who is fired up to calm down and get them to trust you? · What is the power of an open-ended ques...

Paul talks about: · The Fireside Chats Without The Fires Podcast · Why some managers only see their employees vs. family · Why he sees his employees as a sports team The person who has influenced Paul the most in the past year: Limitless by Jim Kwik His note to all customer service professionals: “Be authentic to the customers’ needs.”

Brad Cleveland - Author, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results [Customer Experience] Brad talks about: · Why organizations should build a core leadership team around the Customer Experience · The importance of effective communication · How to get Employee Feedback The person who has influenced Brad the most in the past year: My Mom, Annie Cleveland...

Jeff Toister, Author of The Guaranteed Customer Experience [Customer Guarantee] Jeff talks about: · What is a customer guarantee? · How do you ensure promises are kept? · How do you recover from a broken promise? The people who have influenced Jeff the most in the past year: · Denise Lee Yohn · Leslie O’Flahavan His note to all customer service professionals: “Write your own thank you letter, put...

Bob Burg - Bestselling Co-author of “The Go-Giver” [Giving] Bob talks about: · Your true worth is determined by how much you give in value than you take in payment · The Five Laws of Stratospheric Success · And the importance of communicating with tact and empathy

Ron talks about: · What it takes to build a service culture · The difference between excellent service and service culture · And the importance of a service mindset

Melina talks about: · The old adage “Perception Is Reality” · How to shift your business to be customer-obsessed · What drives buying behavior · How to leverage the power of questions

Mary Poppen - Chief Customer Officer, Glint at LinkedIn [Customer Success] Mary talks about: · Why it’s important to be happy at work · How to become happier and more successful · And company culture plays a role in employee engagement

Dan Brousseau – Principal at McorpCX [Customer Experience] Dan talks about: · What it means to have a double bottom line · How to turn insight into impact · And the steps to take to get impact

Marcus Sheridan - Author, They Ask, You Answer [Customer Obsessed] Marcus talks about: · Why companies should obsess over customers · Why don’t companies educate their customers · Why consumer ignorance is no longer a sales and marketing strategy The person who has influence Marcus the most in the past year: “Never Lose a Customer Again” – Joey Coleman His note to all customer service professional...

Dr. Chris Phelps - Dentist, Author & Cialdini Method Certified Trainer [Influence] Chris talks about: · The difference between telling vs. influencing employees · How to improve patient experience · The results of behavioral science in his practices The person who has influence Chris the most in the past year: Robert Cialdini. Books: Influence: The Psychology of Persuasion: https://amzn.to/3er...

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing] He talks about: · How to get a customer interested in brands · How to pique someone’s interest · Why it’s important to obsess over your customers’ success · The importance of empathy and authority in storytelling The person who has influence J.J. the most in the...

Ben Gertz - Director of Learning and Development at EcoWater Systems LLC [Learning & Development] Ben talks about: · Learn & Development, and why it is important · The benefits of L&D · What happens after training · How companies can be intentional about L&D when we are working from home His note to all customer service professionals: “Training doesn’t end in the classroom, so what...

Kieron Kitson-Walters - Senior System Administrator at Under Armour [Customer Service] Kieron talks about: · The importance of blending both empathy and technology · How to empower your agents to provide empathy · How to set clear expectations · The importance of innovation at Under Armour His note to all customer service professionals: “Listen.” Transcript and show notes can be found here JOIN TH...

Ebrahim Hyder - VP Consumer Support at Michael Kors [Customer Service] He talks about: · Why and How to establish operational excellence standards · How a brand like Michael Kors create customer loyalty · How to improve your First Call Resolution The book that has influenced Ebrahim the most in the past year: ✔️ Pushing Boulders: Oppressed to Inspired by Athol Williams: https://amzn.to/3dah9Ur Ebr...

Marc Havercroft - Global Chief Customer Officer - SAP Cloud Business Group| SAP SuccessFactors [Human Experience] He talks about: · Individualization vs Personalization · Removing obstacles and listening to your people · The importance of Emotional Intelligence The book that has influenced Marc the most in the past year: ✔️ Grit: The Power of Passion and Perseverance: https://amzn.to/39W5LJM Marc’...

Alice Sesay Pope - SVP, Global Head of Contact Centers at VISA [Digital Transformation] She talks about Digital Transformation: · Who should have a seat at the transformation table? · How to mitigate risk? · How to build a business case to digitally transform a company? The book that has influenced Alice the most in the past year: ✔️ Switch: How to Change Thing when Things are hard: https://amzn.t...