#101 The front Porch of Customer Service is the call Center
Waiting for Service
What does the invention of the Air conditioner have to do with the call center? We discuss the impact of your phone system to your customer experience.
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#100 - Customer Retention is the holy grail
Waiting for Service
The status quo is to focus on acquisition as opposed to retention. Most of the current approach is built on faulty premise that customers are promiscous. How can you build customer intimacy in a few clicks Preview (see attachment or web link for the full transcript): Speaker 0 (0s): Most of what you consume from so-called experts contains either half-truths outright lies or information that is not useful. They keep telling you how wet water is and you know, it is doing, you know, gut. I am committed to share in nothing but the absolute unfiltered on edited, no euphemism truths. Every...
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#99 How to convert half of your site visitors w Dr Anna Harrison
Waiting for Service
-The status quo is to convert less than 5% of guests - Most of the current approach is built on faulty language -How can you build customer intimacy in a few clicks Connect with Anna -
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#98 Citizen Customer Services designed to fail
Waiting for Service
Episode 4 is full of humor and will provide new understandings. #waitingforservice #customerexperience #customerservice #amastenumah
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#97 You are punished for loyalty
Waiting for Service
Quote: I used to say I was stuck in an abusive relationship with American Airlines.
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#96 The ROI of customer service is dubious
Waiting for Service
Shauna and Amas continue the conversation and laughs while discussing Waiting for Service.
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#95 Bad Customer Service happens on purpose
Waiting for Service
“Your customer service experience isn’t bad by accident. Most of it was intentionally built to be mediocre.”
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#94 Evolution of Customer experience with Steven Bellghem
Waiting for Service
Amas has a great conversation with world renown author and keynote speaker Steven Van Bellghem.
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#93 Being a Service Agent can be better we will show you how
Waiting for Service
The conversation continues with those crazy people guys, Brian and Ted from 5th Talent. In part two they discuss:
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#92 Being a service employee still sucks and how to fix it
Waiting for Service
Amas visits with Brian Kearney and Ted Nardin, founders of 5th Talent for two great discussions. In this first one, they discuss the following:
info_outline- Government and citizen services
- Calling the Taliban government
- Has anyone knocked at your door yet?
- Why do you think the Taliban government can respond to citizens so much quicker than an American government agency?
- Quote: ‘The recent pandemic put a finer point on this century-long problem - when they were forced to shut down physical offices, the deficiencies in the system were further exposed.’
- Are there any positive ways the pandemic can shape government services?
- Quote: ‘Most states are leaning into being digital-first - they’re putting greater emphasis on the websites and mobile apps’
- Previously, and in the book, you recommended reaching out to your local representative, how would that be helpful when your issue is about government services?
- Post office
- Started hilariously
- Quote: “The post office seems to be trying to be good at customer service, but they’re still failing. I know they’re trying to be good because they have a massive banner in their offices that says they care about the customer experience. Yet, they proceed to make you wait for hours and deal with rude employees
- What is caring then?
- How are they bad
- Why are they bad
- Are they sour that they aren’t so necessary anymore?
- Are they stuck between a rock and a hard place?