Experience Matters

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Tune into conversations with customer service experts to discover never-seen-before best practices, challenges, real-life success stories, and more.

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Redefining Tech Support with Marti Clark: Inside Google's IT Support Revolution

Redefining Tech Support with Marti Clark: Inside Google's IT Support Revolution

Episode HighlightsThe Intersection of Marketing and CX: Marti explores the critical role of integrating marketing strategies with customer experience initiatives to drive brand loyalty and customer satisfaction.Leveraging Data for Personalization: She emphasizes the importance of using data to understand customer needs and preferences, enabling businesses to deliver personalized experiences that resonate with their audience.Building a Customer-Centric Culture: Marti discusses the importance of fostering a customer-centric culture within organizations, highlighting how it can lead to improved customer loyalty and business success.In this episode of Experience Matters, we delve into the world of IT operations and support with Marti Clark, a seasoned professional from Salesforce (ex-Google). Marti shares her experience managing the transition of 200,000 employees back to the Google office post-pandemic, highlighting the challenges and innovative solutions involved in the process. She discusses the significance of collaboration across departments, the pivotal role of technology in facilitating smooth transitions, and the importance of customer effort scores in enhancing internal support services. Marti's journey from managing external customer interactions with AdWords to focusing on internal IT support showcases her adaptability and commitment to excellence in customer service, offering listeners a wealth of insights into the nuances of customer support in both external and internal contexts.Clark dives deep into the concept of 'marketing with a purpose,' urging businesses to align their objectives with their customers' values. "When your brand's purpose aligns with your audience's beliefs, magic happens," Marti explains, showcasing how such alignment drives customer loyalty and fosters a sense of community around a brand.Through her engaging conversation, Marti Clark leaves listeners with a powerful message: "In the end, our stories are the legacy we leave behind. Make them count." This episode is a must-listen for anyone looking to make a meaningful impact through their marketing efforts, offering valuable insights into creating stories that not only sell but also inspire.

Episodes

Redefining Tech Support with Marti Clark: Inside Google's IT Support Revolution

Redefining Tech Support with Marti Clark: Inside Google's IT Support Revolution

Episode HighlightsThe Intersection of Marketing and CX: Marti explores the critical role of integrating marketing strategies with customer experience initiatives to drive brand loyalty and customer satisfaction.Leveraging Data for Personalization: She emphasizes the importance of using data to understand customer needs and preferences, enabling businesses to deliver personalized experiences that resonate with their audience.Building a Customer-Centric Culture: Marti discusses the importance of fostering a customer-centric culture within organizations, highlighting how it can lead to improved customer loyalty and business success.In this episode of Experience Matters, we delve into the world of IT operations and support with Marti Clark, a seasoned professional from Salesforce (ex-Google). Marti shares her experience managing the transition of 200,000 employees back to the Google office post-pandemic, highlighting the challenges and innovative solutions involved in the process. She discusses the significance of collaboration across departments, the pivotal role of technology in facilitating smooth transitions, and the importance of customer effort scores in enhancing internal support services. Marti's journey from managing external customer interactions with AdWords to focusing on internal IT support showcases her adaptability and commitment to excellence in customer service, offering listeners a wealth of insights into the nuances of customer support in both external and internal contexts.Clark dives deep into the concept of 'marketing with a purpose,' urging businesses to align their objectives with their customers' values. "When your brand's purpose aligns with your audience's beliefs, magic happens," Marti explains, showcasing how such alignment drives customer loyalty and fosters a sense of community around a brand.Through her engaging conversation, Marti Clark leaves listeners with a powerful message: "In the end, our stories are the legacy we leave behind. Make them count." This episode is a must-listen for anyone looking to make a meaningful impact through their marketing efforts, offering valuable insights into creating stories that not only sell but also inspire.

Greg Melia’s Customer Experience Must-Haves: Empathy, Curiosity, and Storytelling

Greg Melia’s Customer Experience Must-Haves: Empathy, Curiosity, and Storytelling

Episode HighlightsThe Role of Empathy and Curiosity: Greg advocates for fostering a culture of empathy and curiosity within organizations, encouraging employees to actively listen to and engage with customers to improve service delivery and customer satisfaction.Systematic Design for Proactive Solutions: He emphasizes the importance of investing in predictive analytics and customer journey mapping to anticipate customer needs and design proactive solutions.Importance of Aligning Systems to Serve Customers: He highlights the need for regular reviews of internal processes and systems to ensure they are aligned with enhancing customer experience.In this episode of Experience Matters, Greg Melia, CEO of the Customer Experience Professionals Association (CXPA), imparts his vast knowledge of the intricacies of customer experience (CX). Greg emphasizes the importance of empathy and curiosity in CX, stating, "The first key that we need to have is empathy connected with curiosity." He shares insights on the evolution of CX as a discipline and how it's shaped by a blend of psychology, organizational design, and systems theory, aiming for outcomes beneficial to customers, employees, and the bottom line. Highlighting the need for a systematic approach to CX, Greg explains, "It's about designing and intentionally working to create a better outcome."Greg also draws attention to the transformative power of storytelling in CX, illustrating how shared stories can profoundly influence customer perception and brand loyalty. He asserts, "Stories are the currency of human connection," underscoring the role of narratives in crafting compelling customer journeys that resonate on a personal level.With this episode, listeners are not only treated to a masterclass in customer experience but also to a narrative-rich exploration of how empathy, curiosity, and storytelling intersect in order to drive business growth.

Transforming Customer Service into Revenue with Shep Hyken

Transforming Customer Service into Revenue with Shep Hyken

Episode HighlightsThe Power of Customer Feedback: Shep emphasizes the critical importance of leveraging customer feedback to transform service interactions into opportunities for revenue generation.Data-Driven Insights: Sharing insights from his annual survey, Shep reveals that nearly a quarter of customers would not return after just a satisfactory experience, underlining the need for businesses to aim beyond satisfaction.Creating 'Moments of Magic': He discusses the significance of creating customer experiences that exceed expectations, even slightly, to foster loyalty and repeat business, coining these as 'Moments of Magic.'In the first episode of Experience Matters, visionary customer service and CX expert Shep Hyken delves into the transformative potential of customer service. He discusses how businesses can convert service interactions into revenue opportunities. Drawing from his extensive background and recent surveys conducted by his company, he illustrates the stark contrast between moments of mediocrity and true customer delight, underscoring the significance of consistency, predictability, and the strategic leveraging of customer feedback. “You are the first person to hear this information based on this year's annual survey, which just came back to me last week,” says Shep, sharing some key takeaways and data points from his annual survey with the listeners. “Almost a quarter of the customers, 23%, said that if they had a ‘satisfied’ experience, they are either not likely or would never come back,” emphasizing the need to create customer experiences that truly stand out.Hyken underlines the criticality of elevating customer experiences beyond mere satisfaction to create 'Moments of Magic'—experiences that exceed expectations. He dives deeper into what makes a customer interaction better than others. He simplifies the answer to an age-old question: How can customer service teams truly define this “better” and create more impactful customer experiences?