Shortly after leaving university and joining 1-800-GOT-JUNK? the company welcomed a new leader to my department, the call centre. This leader’s name was Patrick Louis. The 1-800-GOT-JUNK? call centre consisted of a team of 100 call centre agents (not all scheduled at the same time) answering 1,000,000 calls per year (if my memory serves me […]
In this episode, I sit down with VP of Salesforce Sales Nick DiNardo. Here’s What You’ll Learn: How to Increase Employee Engagement Amongst Remote Teams Customer Experience and On-Boarding New Clients How To Balance Sales and Customer Experience DON’T FORGET! I HAVE NOT BEEN PREPPED ON ANY OF THE QUESTIONS ON MY BREAKING IT DOWN […]
You can feel it. Something is not right. Your boss is acting…um, weird! They’re not the same as when you first interviewed with them. Or, they seemed like a great leader during the interview process, you built rapport during onboarding, you were doing well but then, all of a sudden, their behaviour towards you changed. […]
My third installment of The Four Generations of Customer Experience is here! THE SOCIAL MEDIA ERA. Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers. Are you interested in improving your company culture, employee […]
BREAKING IT DOWN EPISODE 2 FT. Sunny Verma the CEO of TutorBright. In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. I HAVE NOT BEEN PREPPED. What does this mean? My answers and solutions are honest, authentic […]
The internet era has HURT customer experience. Find out WHY in my second installment of my four-part series that explores the best practices of “The 4 Generations of Customer Experience.” Are you interested in improving your company culture, employee engagement, and customer experience? Are you interested in improving your company culture, employee engagement, and customer […]
I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. The latter is paying lip service to actually building a customer experience […]
Delivering an excellent product is only HALF of the customer experience. Check out the first installment of my 4 part series that explores the best practices of “The 4 Generations of Customer Service.” This is something I’m going to be sharing within my keynotes and workshops in 2020! Are you interested in improving your company […]
On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization.
Before the end of the year, we spend time building our marketing plans, setting our operating budgets and creating strategic plans to drive our business forward. One thing that I believe our companies and the public are getting better at, is understanding the importance of customer experience. Just look at all the content that is […]
