Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
117: Insights and Trends on Customer Experience for 2021 with Jim Freeze
Jim Freeze is the Chief Marketing Officer, and he focuses on brand strategy and awareness, thought leadership, product marketing, demand generation, creative services and public and analyst relations. Jim brings more than 25 years of experience leading marketing teams at Fortune 1000 and other enterprise technology companies, a history which includes proven success in all aspects of marketing, sales and business development.
Most recently, Jim served as a Chief Marketing Officer at Aspect Software, where he was responsible for all aspects of global marketing, including product management, product marketing, branding, advertising, customer experience and demand generation programs.
Could you just take a little time and share with us how it is that you got into what you are doing today, brand strategy, thought leadership, just tell us a little bit about that journey to where you are now. You were talking a little bit about Conversational A.I and this has been a very unconventional year no matter which country you’re living in the world, everybody's impacted by this pandemic. How do you see, just almost like a kind of prediction for 2021, if you could maybe share some insight with us, maybe based on data or just insights you've garnered from conversations that you've had with other people, Conversational A.I really flourishing in 2021 and do you see changing just the landscape of how customers interact with different businesses? Customers focus a lot more on the quality of service that they're getting than before. Would you agree? Do you find that as a result of the pandemic, there's just more emphasis on how people are being served, are they exercising empathy, are they exercising care, customers are just more aware of those softer skills in the interactions that they have, especially since this year. So we spoke a little bit about Artificial Intelligence. What are some other insights in terms of, like customer service trends that you've seen for 2020 that you think will definitely accelerate in 2021? And let's say a lot of our listeners are small business owners. They may not necessarily have the big budgets like some of the bigger organizations. Are there any trends that came on board that you think they could possibly take on a small scale that would make a difference in their customer experience? Could you share with us what is the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago that still has a great impact on you or maybe a book that you read recently that still resonates with you. What's the one thing that's going on in your life right now? It can be something that you're really excited about, either something you're working on to develop yourself or your people. Where can our listeners find you online? Do you have a quote or saying that during times of adversity or challenge you’ll tend to revert to this quote – it can help to refocus you or get you back on track in terms of any form of backtracking to you may have been experiencing.
Jim shared that he had a little bit of a kind of an unusual journey to be honest. He finished his undergraduate and graduate work and graduated back in the late 80s with a Master’s Degree in Mathematics. And his first job out of college was actually as a computer programmer. It's kind of an interesting background. And he wasn't actually in marketing, but through a number of things that happened in his first position within the first 6 months, he was actually put in front of some customers for a number of reasons and the sales and marketing team thought he was quite good in front of customers. So they said, “You're wasting yo
116: The Art of Designing and Implementing a Mystery Shopper Programme with Claire Boscq-Scott
Claire Boscq Scott is a wonderful entrepreneur and she is a mystery shopping and Customer Service specialist. Claire lives to inspire global businesses to thrive by delivering exceptional customer experiences in measuring and improving employees’ performances.
No. 5 Top 30 Global Customer Service Guru, UK Top 10 CX Influencer and CX Thought Leader 2020, with three decades of expertise in mystery shopping and customer service, Claire, AKA The Busy Queen Bee, is an authority in the Customer Experience industry. She brings a more holistic and comprehensive approach to employee and customer experience.
She is a Keynote Speaker, Consultant & trainer specializing in retail and hospitality. Author of 3 books, Thrive with the Hive, Thriving by Caring and launched in September 2020, No 1 Amazon Best Seller and Hot New Release in customer service; The Secret Diary of a Mystery Shopper. Her online Learning and Development platform BQB CX Institute offers a wide range of online and onsite training and has developed her Caring Service Culture Leadership Programme a game changer for many organizations who want to become truly customer centric.
Could you share a little bit about your journey for us? I know that I read your bio and it was just amazingly fantastic. We like to hear from our guests, a little bit about their journey, how it is that you got into what you're doing today, into mystery shopping, into being a customer experience thought leader, a little about how you got to where you are today. You have quite a few books as it relates to customer experience and mystery shopping as we read when we're reading your bio. But your most recent book that you published earlier this year right at the onset of COVID is The Secret Diary of a Mystery Shopper. So could you tell us a little bit about that book? Who is it for? And also, I think it's important to also if you could share with us, persons think mystery shopping is only for companies that are big, large organizations. What is your idea on that? Do you think everybody needs to do mystery shopping? And can it be done on a small scale versus a large scale? And how do you approach it? How have you seen customer experience evolve or not evolve? I've seen that and I think it's gotten worse as a result of the pandemic. I think customers are paying more attention to how they're being served, especially how they're being treated when they enter your establishment, and the pandemic has brought that more to the forefront. Of course, I know it can be more cultural in some countries or in some regions. What has it been like in your areas? Could you share with us maybe what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you? Could you share with us one thing that's going on in your life right now that you're really excited about? It could be something that you're working on to develop yourself or something you're working on to develop your people. Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to keep you focused or just get you back on track if you feel like you are getting derailed.
Claire mentioned that the similar background as Yanique. Her dad had a restaurant, so she kind of grew up in that environment and when you're in that environment, you either love it or hate it, so she loves that. She loves the interaction with customers. She loves seeing people having fun. And so she did her catering school, hotel and service management hospitality in Nice, down the south of France. And so she’s French originally.
And then she knew she had to speak English.
115: The Winning Ingredients to Dominate Your Customer's Experience for 2021 with Yanique Grant
Welcome to Navigating the Customer Experience Christmas Edition
Thank you so much for supporting our podcast over the past year. We have had so many fantastic guests even in this oh so unconventional year.
Even though the world has been overwhelmed with a pandemic and there have been a bunch of negative things occurring - there have also been lots of wonderful opportunities that many people have benefited from.
According to PWC, 82% of office workers would prefer to continue working remotely, at least part of the time, even after Covid-19 has subsided. And a whopping 73% of executives say working remotely has been a success.
Every business small, medium and large has been forced to transform how they approach business. When I think about all the companies I have been interacting with since the pandemic I believe this new way of wearing a mask, sanitizing our hands and the installations of plexi glass will be something that will never go away.
Many companies have to be putting their employees and customers above profits in order to ensure the safety and protection of all stakeholders. If you have not yet started doubling down on your customer experience - focusing on convenience and how can you can make the life of your customers easier. Now is the time!
eCommerce and touchless customer experiences are what most customers have gotten used to since the pandemic and it is highly likely they will never go back to what it was before. It is also important to note that many trends that have been created since COVID will become standard expectations - such as delivery, curbside pick up, orders being placed by phone.
While it is inevitable that commerce will partially shift back to brick and mortar once things go back to “normal,” there is now a massive new pool of consumers that are comfortable shopping online, and the volume of e-commerce and digital inquiries is expected to continue. Consumers that perhaps would walk into a store to ask a question, or call a customer service number for assistance, now may find it more convenient to click on a chat widget or read an FAQ article while they browse your site online. In fact, according to recent consumer research, live chat continues to grow in popularity with consumers, now ranking as the second most popular channel to get customer service problems solved. Incorporating digital-first support strategies into the overall online customer experience will make a huge difference when it comes to brand equity and loyalty for 2021 and beyond.
Many customers are getting smarter - they are learning about fantastic services from other great companies like the Amazons, Zappos and so many more. Our customers are willing to pay more for a convenient experience
I am sure many of our listeners can remember the comedy “Cheers” and their theme song “Sometimes you want to go where everybody knows your name.” All customers want to do business with companies that remember them, remember their preferences and take time to understand them.
So as we close the chapter for 2020, let’s think about a few things that we should consider doing consistently for 2021 to ensure that we dominate our customer’s experience
Exercise Empathy with your employees and your customers - be mindful of the many challenges that your customers have been facing during this pandemic and exercise as much flexibility where possible. According to a Covid-19 research, CX teams reported that customers valued empathetic service above all other customer service attributes during the pandemic. Consumers want to be treated like a valued customer, with real thoughts, emotions, feedback and values Have multiple platforms and outlets that your customers can reach you through and ensure these platforms are being monitored consistently. Organizations should look for t
114: How to Overcome Anxiety as a Digital Strategist/Entrepreneur and Build Your Ideal Platform with Dr. Jackie Noelke
Dr. Jackie Noelke Show Notes
Dr. Jackie Noelke is an online entrepreneur and digital marketing strategist who helps entrepreneurs and naturopathic doctors start, grow, and scale their online courses, services, and memberships so they can have the freedom they crave. She's also the founder and CEO of Grateful Ads Co. who helps brands grow their influence, define their voice, and scale their offers through innovative digital ads and sales funnels.
Could you share with us a little bit about your history, how you got into what you're doing today and just a little bit about your journey to where you are now? In light of COVID, a lot of businesses have had to pivot and go online whether they're let's say for example, they're selling physical items or maybe they're more of a service oriented type of business. How do you balance all of that? How do you know which new business lines you should take up? How do you know which platform is best for your audience, whether it be Facebook or Instagram or LinkedIn? As a marketing strategy, how could you help our audience to get a clearer view of where they should go? Now, COVID has also caused people to be very anxious. And as a result of that, as an entrepreneur, there is no safety net, you're not working for company, although to some extent, when you work with an organization, you don't necessarily have a safety net, especially in this economic environment. So if you're suffering from anxiety, what are some things that you would suggest as an entrepreneur, if you're experiencing these kinds of emotions to help yourself really overcome it and just be focused on what is important? Can you share with us how do you stay motivated everyday? Can you share with us maybe one online resource, tool, website, or app that you absolutely can't live without in your business? Could you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a long time ago, or maybe a book that you read recently that really has impacted you. What's one thing that's going on in your life right now that you're really excited about - it could be something that you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge you'll tend to revert to this quote, it kind of helps to keep you focused and get you back on track?
Dr. Jackie’s Journey
Dr. Jackie shared that she’s not an overnight success, she actually caught the entrepreneur bus about 11 years ago when she was getting her master's in education and she decided she wanted to start up a private school and that's when she first kind of dip her toes into entrepreneurship. She was just kind of toying with the idea and she put up a website, she actually got a lot of people interested in this school, people were wanting to give her money, all this kind of stuff, which is awesome. And then she pivoted a little bit, they wanted to make a move so that didn't work out. But that kind of is what got her started online because she was playing around with the website, all that kind of stuff, she loved it. And then, she was teaching at the time and then a few years later she started to get really bad anxiety.
And she actually was diagnosed with agoraphobia, which a lot of people think of agoraphobia as you won't leave your house. But actually what the doctor just told her was that it's when you're looking for exits all the time, you always have an escape route wherever you are.
And so, that led her because honestly, it was getting hard for her to even go to work as a teacher, that led her super into personal development. And so, she started her own personal development company at that time to help others go through the journey that she was going through simul
113: Developing a Strategy for UX Design that Focuses on the Customer with Mark Baldino
Mark Baldino is a design industry expert with over 20 years in UX and Human-Centered Design. He's a co-founder of Fuzzy Math, an award-winning UX design and innovation consultancy located in Chicago with clients worldwide. Along with building and sustaining a 20-person design studio, he's helped build and train UX teams for some of the largest companies in the world. Fuzzy Math’s call to action “Do good work. Be good people” is embedded in all of Mark's work as he advocates for “goodness” in design: producing work we are proud of as designers and that positively impacts the lives of those who use digital products and services every day. Mark has led projects across complex and regulated industries including Allstate, Hyatt Hotels, Microsoft and GE Healthcare.
Your bio said that you're a UX and Human-Centered Design Organization, Fuzzy Math. But maybe give us some background behind why you decided to name the company that and just how you got into what you're doing today. Customer experience, user experience, user design, those words sometimes are used interchangeably in navigating different experiences for customers across different industries. Could you share with us what is so different about what you guys do that really helps to enhance the customer's experience? Let's say, for example, you're looking at your strategy for 2021 coming out of this year that we've all had, that has been extremely different from any other year we've all experienced. How would you demonstrate or justify the return on investment of focusing on UX? Why is it important? How is it really going to transform your business? Why should you give attention to it as you would give attention to any other budgeted item for your business plan? Could you share with us one or two things that a company should take into consideration in managing their digital spend in the age of COVID? Could you share with us how do you stay motivated every day? Can you share with our listeners what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you, maybe a book that you've read recently or a book you read a very long time ago, but it definitely had a great impact on you. Can you share with us what's the one thing that's going on in your life right now that you're really excited about? It could be something that you're working on to develop yourself or something you're working on to develop your people. Where can listeners find you online? Do you have a quote or saying that during times of adversity or challenge, you’ll tend to revert to this quote, kind of helps to get you back on track or just keep you focused. Do you have one of those?
Mark stated that Fuzzy Math is a unique name, it served them well for the past 11 and a half years. The term Fuzzy Math, it does mean something in the real world, for them it speaks about the duality of the work that they do in the user experience and human centered design processes.
So kind of the fuzzy part is they're working with humans and they're trying to understand them and they are complicated and complex and sometimes they say one thing and do another. So it can be hard to design products and services to meet their needs. And the way they do that is kind of the math side, which is a little bit more of the robust process they follow sort of a thorough user center design process they lead their clients through.
It kind of makes sense of what humans are saying and doing and allows them to build products that better meet their needs. So it's kind of the analytics and process side, which is the math solving for the human psychology and fuzzy side, which is the humans.
What Fuzzy Math Does to Enhance the Customer
112: Secrets to Getting Into Your Customer's Imagination with Chip Bell
Chip Bell is the author of 24 books, Chip's newest book, “Inside Your Customers Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions” is due out in the fall of 2020. He is also the author of bestsellers “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Awesome Experiences Through Innovative Service,” “The 9 ½ Principles of Innovative Service,” “Take Their Breath Away” (with John Patterson), “Managers As Mentors: Building Partnerships for Learning” (with Marshall Goldsmith), “Customers as Partners,” “Managing Knock Your Socks Off Service” (with Ron Zemke), and “Magnetic Service” (with Bilijack Bell).
He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last six years in a row among the top three keynote speakers in the world on customer service, with two years in the top slot.
Could you share with us a little bit about your journey, how it is that you got into this whole customer service? You have written many, many books, and I had the privilege of you sending me a copy of the one of your most recent one “Inside Your Customers Imagination: 5 Secrets for Creating Breakthrough Products, Services and Solutions. And I found it really, really insightful. Could you share maybe one to three things that you think is really critical for us to get inside our customer’s imagination? In your book, you talk about curiosity, being grounded, discovery, you talk about trust and you talk about passion, of those five secrets that you believe are breakthrough tactics or strategies in order to really get into your customer’s imagination. Which one do you think is the most important? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you, maybe books that inspired you to become an even better writer? Could you share with us maybe one thing that's going on in your life right now that you're really excited about - either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or saying that during times of adversity you’ll tend to revert to this quote, it kind of helps you get back on track or to get you more focus?
Chip shared that he has always had a fascination and an interest in the customer; he studied it in graduate school. What makes people buy, what influences customers to make decisions that they do and how organizations manage that influence and how do they create cultures that create great experiences? Most of his work has been focused on the customer experience. That is what when we encounter a customer, whether it's face to face, the ear to ear, click to click, we give that experience in such a way that it's a memorable experience and a very positive way. So it's been an exciting, he has been at it for 40 years now. He’s still learning every day, but we're all customers, so it gives him a chance to hopefully influence how that's done through the organizations that he works.
Getting Inside Customer’s Imagination
Chip shared that he thinks it starts with recognizing that the customer’s imagination is inside. And he likes to think of it as a door open only from the inside. So, the challenge beco