show episodes
 
The Changing Discourse Podcast’s mission: Provide individuals with tools, methods, and practical philosophy for today’s world. With a mix of coaching, leadership questions, and interviews with world-renowned leaders you will discover the solutions to many of your leadership challenges. Now is the time to tune in and start changing your discourse!
 
Awesome Humans is a podcast by Brett McCallum. Entrepreneur, author, speaker, and all-round Aussie bloke, Brett McCallum has been in the IT business with his company Virtech for over 15 years, alongside many other ventures - with a range of successes and learning experiences along the way. In this series, Brett interviews all sorts of inspiring humans from varied backgrounds to share their stories with the world. Many of Brett's guests have an entrepreneurial background and an amazing story ...
 
Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variet ...
 
They don’t care about your 900 years of combined experience of your wall of books. They only want to know one thing. Once they’ve signed on the dotted line, are you going to take care of them? Welcome to The Judd Shaw Way, where we believe providing an exceptional client experience is just as important as quality legal representation. From secret tips for creating unforgettable “Wow” moments to proven customer service pointers, The Judd Shaw Way is everything you need to go from being a good ...
 
Let’s Be REAL is a podcast hosted by SAP's Andy Hughes and Denise Russo that focuses on leadership, innovation, and learning. We invite you to listen, be inspired, and gain valuable insight from leaders around the world, both inside and outside of SAP.
 
Recorded conversation guided by an untamed enthusiasm for life with some of the most inspiring, forward thinking and kindest of hearts in endurance, spirituality, wellness, adventure, campaigning & entrepreneurship. This is a monthly delve into a passion pit designed to provoke, educate, inspire and empower us to awaken our sense of living in the right here and right now. More at: http://enthuselife.co.uk
 
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show series
 
It takes more than pixie dust to shape a great culture, engage your team, and create a magical experience for your clients. For Dan Cockerell, the magic began when he took on the role of Operations Manager at Disney’s All-Star Resorts. But it didn’t play out as you’d expect: instead of beginning his role as the department’s overseer, he began on th…
 
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jason Yun, Co-founder at Relay, where they discuss automation's role in building trust between internal and external customers. Learn more about Jason: Jason's LinkedIn Relay's LinkedIn Relay's Official Website Other Resources: Year of Yes by Shonda R…
 
How to Use Customer Feedback to Improve Performance Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience. Top Takeaways:  · There is a slow death of customer service. Many younger e…
 
No matter where they are in the country, clients have one expectation that defines their experience with your law firm. They want to know that you'll do what you say you'll do. How you do that can be the difference between a wow experience or an underwhelming, never-going-back-there again experience. It starts with the small things you promise to d…
 
The Impact of Bad Customer Service on Your Customers, Employees, and ROI Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). She shares how organizations can identify, measure, and address issues to improve customer experience. Top Takeaways:  · Customers are smarter than ever before. They…
 
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Lee Cockerell, Chief Learning Officer at the Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic. They discuss the role of leadership in creating world-class customer service. Learn more about Lee: Lee's LinkedIn Cockerell Academy…
 
Trends That Will Affect Customer Service and Customer Experience Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing and consulting firm. He shares insights about the future of customer service and the power of customer experience in driving tremendous value…
 
Hello Awesome Humans! In the podcast studio today we have Kelly Humphries. Kelly is a Survivor, Author, Transformational and Intuitive Speaker and Results and Trauma Coach. Born in Queensland, Australia, she is a survivor of child sexual abuse and speaks from lived experience. Kelly is passionate about breaking cycles of abuse and is a powerful voi…
 
How to Design Experiences that Exceed Your Customer's Expectations Shep Hyken interviews Ian Johnston, Founder of Quinine, a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement. Top Takeaways:  · A smart sh…
 
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Dan Steinman, Chief Evangelist at Gainsight. They discuss the difference between support and customer success and how businesses should apply automation to both. Learn more about Dan: Dan's LinkedIn Gainsight's LinkedIn Gainsight's Official Website Ot…
 
There Is No Such Thing as Over-communicating With Your Customers Shep Hyken interviews Jeffrey T. Mezger, Chairman, President and Chief Executive Officer at KB Home, one of the most recognized brands in homebuilding. They discuss the goal of being customer-obsessed, how your organization can provide an excellent experience in spite of supply chain …
 
Imagine this: it’s 9/11, you’re the leader of a Disney theme park with ten thousand guests inside. The news of the terrorist attacks broke, and you’re scared your park could be a target. There’s also the concern that if guests get wind of the report, there could be a stampede at the park’s exit. To make things worse, it’s your second day on the job…
 
Hello Awesome Humans! In the podcast studio today we have Dan Cockerell. Dan is the former Vice-President of the Magic Kingdom at Walt Disney World in Florida. In this podcast Dan talks about his story and his journey from working as a parking attendant at Disney's Epcot Center to joining the Disneyland Paris Management Trainee Program, moving to F…
 
Investing in Customer Service Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen, and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways:  · Why don't all companies deliver a great custom…
 
Jason Viglione, Director of Customer Support Experience at H1, joins the next episode of The Support Automation Show. Jason is a dynamic, senior thought leader professional possessing a 20+ year proven track record of superior performance in the technology solutions space. And today, he shares his knowledge of support automation in the healthcare i…
 
Hello Awesome Humans! In the podcast studio today we have Chris Feeney. It is a crazy story of how a young bloke who was brought up by Irish parents and into a family business changed his life and moved into the entertainment world. We chat about the ups and downs in his life, and his amazing ability to become The Missing Link. Tune in today and li…
 
Reinforcing Behaviors that Shape Your Organization’s Culture Shep Hyken interviews Dan Cockerell, Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How's the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. He shares how a sustainable culture that inspires loya…
 
How to Use TikTok for Marketing and Customer Service Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. Top Takeaways:  · Social Media is an opportu…
 
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success. They discuss how startups can adopt automation to engage with customers positively and gain a competitive advantage. Learn more about Jennifer and…
 
Empowering Customer Support Agents with Data Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa, the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Top Takeaways:  · Issue Centricity is a focus on a customer's specific sit…
 
How to Develop Workplace Culture Like a Skill Shep Hyken interviews Daniel Coyle, New York Times bestselling author of The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed. They discuss developing your team’s culture as a skill through consistent action, practice, and reflection. Top Takeaways:  · Culture is not about words.…
 
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Robin Clayton, Director, Digital Lending and Marketing at Paramount Residential Mortgage Group. With a strong background in financial services, real estate, and corporate operations, Robin brings creative and innovative solutions to the organization’s…
 
The 5 Core Concepts to Customer Service Shep Hyken interviews Chris Lynam, Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor, and author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World. They discuss how your organization can …
 
How Communication Affects the Employee and Customer Experience Shep Hyken interviews Dorian Stone, Head of Organizations Revenue of Grammarly Business. They discuss how communication affects an organization's productivity, experience, and revenue. Top Takeaways:  · Communication is part of the experience. If you don't communicate well with your cus…
 
In this episode, Jody Maberry joins both Chip and Tanner as Chip signs off. To continue to follow Chip find him on LinkedIn. Chip is stepping away to take on a full-time role with The Arbinger Institute. Guest: https://www.linkedin.com/in/jodymaberry/ Host: Tanner Brock - tanner@changingdiscourse.com Host: Chip Huth - chip@changingdiscourse.com Voi…
 
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Rachael McBrearty, Chief Customer Officer at LeanData and Host of the OpsStars Podcast. They discuss how to create the right mix of automation and human intervention to ensure you are delivering high-quality customer support If you enjoyed this episod…
 
The Link Between the Top Rated Customer-Focused Companies and the Stock Market Shep Hyken interviews Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers …
 
Wendy Troxel is a senior behavioral and social scientist at the RAND Corporation and author of "Sharing the Covers; Every Couple's Guide to Better Sleep." She holds adjunct faculty positions at the University of Pittsburgh and the University of Utah. She is a licensed clinical psychologist and certified behavioral sleep medicine specialist. Troxel …
 
Employee First: How Culture, People, and Service Work Together Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, Inc., an organization that provides training and tools to transform your customers into loyal fans. She is the author of Employees First!: Inspire, Engage, and Focus on the Heart of Your Organization. They discuss how …
 
"Emile “Mo” Moured served the United States Navy and Marine Corps for 28 years as a chaplain. As a pastor, leader, coach, trainer, confidential counselor and advisor, he helped high-performing teams develop the skills and resilience needed to succeed in large, complex, dynamic, high-stress environments. Mo currently operates as the founder and owne…
 
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Rick DeLisi, Author and Lead Research Analyst at Glia. They discuss the benefits of digital transformation in customer service and how businesses can offer effective digital solutions. Learn more about Rick and Glia: Rick's LinkedIn Glia on LinkedIn G…
 
How Winning Organizations are Built Shep Hyken interviews Annette Franz, founder and CEO of CX Journey Inc. and the author of Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. They discuss why customer-centricity needs to be understood and lived by the whole organization. Top Takeaways:  Annette Franz shares th…
 
Desmond Lomax Consultant, Executive Coach, Public Speaker, and Management Trainer with a focus on Public Safety, and Diversity and Inclusion. Guest: https: https://www.linkedin.com/in/desmond-lomax-cmhc-cpm-1837a439/ Host: Tanner Brock - tanner@changingdiscourse.com Host: Chip Huth - chip@changingdiscourse.com Voice-over: Mike Huth - mhuth@paladint…
 
Six Ingredients for Transforming Your Business to Thrive Shep Hyken interviews Joel Bines, managing director and global co-head of the Retail Practice at AlixPartners and the author of The Metail Economy. They discuss how to meet the growing expectations of the smart and savvy Me-centric customer. Top Takeaways:  Joel Bines shares the six ingredien…
 
Col. Kevin C.M. Benson, USA Ret., Ph.D., served in armor and cavalry assignments in Europe and the U.S. He commanded a tank company at Fort Polk, La., and a tank battalion at Fort Hood, Texas. He also served as the C/J-5 for Combined Forces Land Component Command during the initial invasion of Iraq and as director, School of Advanced Military Studi…
 
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Shep Hyken, Chief Amazement Officer, Speaker, Author, and Writer at Shepard Presentations. Shep shares valuable insights about the impact of automation on customer service and customer experience. Learn more about Shep and Shepard Presentations: Shep'…
 
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