Tag Archives: customer service podcast

Flashback Friday: Podcast: Janet LeBlanc on Creating a Customer-Centric Culture

Earlier this month, we learned that a substantial portion of our audience does not believe their companies have a customer centric-culture. Janet LeBlanc, President, JANET LEBLANC + ASSOCIATES  has been a perennial favorite at the Total Customer Experience Leaders Summit. Let’s take a look back to 2012, where we spoke to her about creating a customer centric culture for some tips:

One building a customer centric culture  LeBlanc says, “it’s one of the most challenging transformational change initiatives for any senior executive to undertake.” For more on the process and the types of culture you may currently be operating under, listen to the podcast. 

If you’d like to hear more from Janet LeBlanc, join us at the Total Customer Experience Leader’s Summit in April.

Register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com 

Storyteller Spotlight Series: Pete Winemiller of NBA’s Oklahoma City Thunder

In this, the final episode of our 2011 Storyteller Spotlight podcast series before we arrive at the 2011 NACCM event, I spoke with Pete Winemiller, Senior Vice President, Guest Relations of the NBA’s Oklahoma City Thunder.

Pete will be presenting “How Strong Leaders Facilitate Moments that Matter” on Tuesday, November 15th at NACCM.

People do not remember days, they remember moments ‘ Moments Matter! Your verbal and nonverbal communication with customers can make or break consumer loyalty in a split second. Customers think more about their experiences with people than they do about products and services. David Stern, Commissioner of the NBA, recognized Pete ‘for setting the gold standard for the NBA fan experience.’ Learn why at this session, where the key takeaway will be “Feel the power of thinking big & ACTING
SMALL to really CLICK!TM with your Guests.”

In this podcast we discussed how Pete helps to make 18,000 sports fans feel at home on a regular basis, and the ways we can stay connected to our customers in this increasingly high-tech world. Listen to the podcast here.

To hear more from Pete, join us this month at NACCM! Remember, readers of the Customer’s 1st blog and save 15% off the standard registration rate at NACCM with code NACCMBlog.

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Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Storyteller Spotlight Series: Jamie Naughton of Zappos!

At Zappos!, customer service has no time limit. In fact, the record for longest customer care call currently stands at 8 hours and 23 minutes!

I had the pleasure recently of speaking with Jamie Naughton, Speaker of the House at Zappos for the first of our 2011 NACCM Storyteller Spotlight Series. Jamie shared with me some of the secrets that keep her motivated, and the story of the 7+ hour customer call. To hear more, listen to the podcast here.

Jamie will be presenting “Delivering Happiness” at the 9th annual NACCM event. As Speaker of the House at Zappos, Jamie works directly with CEO Tony Hsieh, focusing on the culture for which the company has become known. Learn the different ingredients used by Zappos.com to build a long-lasting enduring brand, including the importance of customer service and company culture. Jamie’s one key takeaway: How to Deliver Happiness through Service! Learn more about her session and the NACCM event by downloading the brochure here.

Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog. Register here.

Stay in touch with NACCM, follow us on Twitter, become a fan on Facebook or join our LinkedIn Community for event updates, discounts and industry news and information.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Podcast: Why Customer Service Is So Bad

Kimberley Palmer of USNews and World Report, recently posted a podcast with author, Emily Yellin, a keynote speaker at this year’s Customers 1st Conference and author of the book Your Call Is (not that) Important to Us: Customer Service and What It Reveals About Our World and Our Lives. It looks at the world of customer service. She explains to Ms. Palmer why companies force us to spend so much time on hold, or otherwise frustrated, when their products and services give us problems. She also tells us what to do about it. Its definitely an interesting listen and we encourage you to check it out.


Practical eCommerce Podcast

Todd Jennings of Practical eCommerce recently recorded a customer service podcast that is a great way to get started building up the customer service within your business. The podcast, only a minute longer is a good reminder that customer’s always come first with business and businesses must rely on good customer service in order to succeed. Take a moment and listen to the podcast here.