80 episodes

You can't escape customer experience, the best place to learn how to improve customer experience and customer service is on Amas Tenumah's Show.

The Curated Experience Amas Tenumah

    • Management
    • 5.0 • 19 Ratings

You can't escape customer experience, the best place to learn how to improve customer experience and customer service is on Amas Tenumah's Show.

    #83 Operationalizing social media care

    #83 Operationalizing social media care

    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

    • 32 min
    #82 You can't be everywhere your customers are

    #82 You can't be everywhere your customers are

    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

    • 21 min
    #81Why You still need strategic Consulting with Ray Goff

    #81Why You still need strategic Consulting with Ray Goff

    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/

    • 24 min
    #80 Power of gifting in the customer experience w/Chelsea Martin

    #80 Power of gifting in the customer experience w/Chelsea Martin

    How did the idea of shipping cookies start for Nom?
    How can you use gifts to break through the noise in our digital world?
    How can you use gifting in a service recovery environment?
    She shares her goldfish moment - it is a delightful Christmas story.
    Chelsea is cofounder of Nom - https://www.getnoms.com/assortments

    https://www.linkedin.com/in/chelsea-martin-88005512/ 

    • 24 min
    #79 - Improving the caller Journey W human friendly automation

    #79 - Improving the caller Journey W human friendly automation

    The Curated Experience Podcast hosts Joseph Maxwell of Parlance, for episode #79
    Why is the phone automated system and IVRs so universally hated
    Why speech recognition alone doesn't get the job done
    Building a phone system that works for elderly patients
    35% of callers gets transferred, they don’t like it, and it can be prevented

    employees to help callers who need complex support or empathy
    Connect with Joseph Maxwell on Linkedin or visit the Parlance website https://www.parlancecorp.com

    • 22 min
    # 78 - How simple words can remove customer friction

    # 78 - How simple words can remove customer friction

    The power of very simple changes to your language to the customer experience
    How do you use words to remove customer friction in service 
    In service recovery - How to Say Sorry less, apologize more
    What are the steps in actually getting forgiveness when your brands screw up
    How do you use words to reduce turnover
    Where do you start?
    Contact Krister - https://www.linkedin.com/in/kristeru/ on Twitter: @meetkrister

    • 16 min

Customer Reviews

5.0 out of 5
19 Ratings

19 Ratings

Patricia Everett ,

Great Podcast!!

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