Curated Experience

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 single time you hear my voice. Speaker 2 (37s): Welcome everyone. I have been having this conversation with my friend, Ana, who is in Australia. We've been talking about human to human relationship in the customer experience on, are you still with me? Speaker 3 (54s): I am still here. I must. Thanks for having me back. Speaker 2 (58s): You're welcome. I am. I'm excited to have the second part of this conversation. So, you kn

-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 - https://rammp.thinkific.com https://www.linkedin.com/in/annaharrison/ 

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 e

Quote “I used to say I was stuck in an abusive relationship with American Airlines.”  My first experience with an American Airline - is this the norm? Airlines are notoriously hated Was it the same customer experience regardless of which country the airline is from? How many different airlines have you used while jet setting? waitingforservice #customerexperience #customerservice #amastenumah

Shauna and Amas continue the conversation and laughs while discussing Waiting for Service.  Is the start up cost of setting up good customer service always the sticking point? ROI of customer service American vs British customer service

“Your customer service experience isn’t bad by accident. Most of it was intentionally built to be mediocre.” Shauna and Amas discuss his new book Waiting for Service. Enjoy the insights delivered with humor and get your signed copy at: https://www.betterexperiencegroup.com/product/waiting-for-service/ #waitingforservice #customerservice #customerexperience #amastenumah 

Amas has a great conversation with world renown author and keynote speaker Steven Van Bellghem. You will enjoy hearing about: The evolution of customer experience The new customer expectation What is the next great development in regards to customer experience And much more. Learn more about... Amas: https://www.amastenumah.com/ Steven: https://www.stevenvanbelleghem.com/

The conversation continues with those crazy people guys, Brian and Ted from 5th Talent.  In part two they discuss: The methodology to getting the human to human challenge right It's not the ping pong table, pizza party or even higher wages so what is it? What makes a person want to flip burgers for less money rather than work in the contact center And much more Learn more about Brian: https://www.linkedin.com/in/briankearney-meaningfulwork/ Learn more about Ted:                   https://www.linkedin.com/in/tnardin/  

Amas visits with Brian Kearney and Ted Nardin, founders of 5th Talent for two great discussions. In this first one, they discuss the following: The disconnect between what companies say and how they actually treat their people  They discuss whether or not the contact center job a worthwhile job How does getting the human to human piece right actually benefit you? And much more Learn more about Brian: https://www.linkedin.com/in/briankearney-meaningfulwork/ Learn more about Ted:                   https://www.linkedin.com/in/tnardin/  

This week Amas and Bob take a look forward to the opportunities of 2021: Contact centers may end as we know them Companies may start to focus on service in a new way What will 2021 mean for AI? Learn more about Amas Tenumah Learn more about Bob Furniss  

Amas and Bob take a look back at 2020 and discuss: The Bromance is real The biggest positives for the industry last year Cloud telephony  Being more thoughtful about the DNA of your company  and much more.  Learn more about Amas Tenumah Learn more about Bob Furniss

Amas and Bob are back together to discuss the most difficult job in any company and why: They illustrate what life in a call center looks like One uncomfortable challenge for male supervisors How socioeconomic factors impact call centers  A direct message for call center executives And much more! Learn more about Amas Tenumah Learn more about Bob Furniss

Tune in to hear a great conversation with Amas and Luke Anderson as they discuss the following: What exactly is "Customer Experience"? Is the chief customer officer a real role? What are companies actually doing to improve 'Customer Experience'? Can technology really help the experience of the customer? How can technology help service employees? And much more.   Learn more about Luke Anderson Learn more about Amas Tenumah  

Amas and Bob have engaging conversation about communities.  Here are a few topics you will hear about: Should communities be a tool in your self service toolbox? Hear how a few companies have made communities work for them How do I migrate people into your community from the social network built communities? If you want to know how to get the most out of the community tool, listen to this podcast.  Learn more about Amas Tenumah Learn more about Bob Furniss    

The discussion on chatbots continues this week.  After a quick recap, you will learn more about: The difference between a chatbot and an expanded knowledgebase What makes a good chatbot? Is your chatbot authenticated? Just like a human, a chatbot has its limits, plan handoffs And so much more. Learn more about Amas Tenumah Learn more about Bob Furniss  

In this episode Amas and Bob discuss the following: Are chatbots delivering what they promised? Chatbots don't work well without one thing and Bob tells you exactly what that is. You will hear key tips to designing more effective chatbots. Just like pets and kids, chatbots need care and feeding. Should you be transparent about using a chatbot or more subtle? And much more... Learn more about Amas Tenumah Learn more about Bob Furniss  

Amas and Chris have an insightful conversation about: Who really designs brand promise? What causes the gap between what is expected and what is delivered? How do you measure the gap? The real work to fulfill brand promise is internal. And Much More  Learn more about Amas  Learn more about Chris 

Amas and Bob continue the discussion about social media channels and take a deeper look at operationalizing social media care.  They discuss: Whether or not you should have to be on every social media channel your customers are on? TikTok for Service? Your organization voice on social media How important is a channel transition plan? Measuring success on social media And much more... Learn more about Amas Tenumah Learn more about Bob Furniss

Amas and Bob enjoy answering a question from an Omaha listener: Do you have to be everywhere you customers are? Which channels would work best for you? One of the most popular social media channels doesn't have service options yet, do you know which one? They will discuss the trend of over investing in social media at the cost of other channels  They also share the best way to stop issues from going viral  And much more... Learn more about Amas Tenumah Learn more about Bob Furniss

What is the function of CX Consulting in 2020? How the loss of strategy planning impacts implementation? Why playing it safe no longer works? Where do you start when it is apparent you have a problem? Eagle Creek: https://eaglecrk.com/ Ray Goff: https://www.linkedin.com/in/ray-goff-457067154/