Episodios

  • Introducing: The Experience Maker

    Introducing: The Experience Maker
    Sep 27 2021
    Hello again, loyal FOCS listeners! I wanted to share the news of my brand-new book, The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share. If you loved this podcast, then this book is for you! Listen to this special 3-minute episode for more details and the opportunity to get 3 free bonuses with your book purchase.
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    3 m
  • Say Goodbye to Focus on Customer Service and Hello to Experience This!

    Say Goodbye to Focus on Customer Service and Hello to Experience This!
    Oct 2 2017
    After two years and more than 50 episodes, the first known podcast dedicated solely to customer service in social media is saying goodbye. The Focus on Customer Service Podcast officially ends its run today as a new podcast about customer experience is also launched. Sponsored from its inception by Social Media Today after its late founder, Robin Carey, took a chance on two guys named Dan with no podcasting experience, FOCS featured interviews with top brands making waves in social media by engaging with customers – answering complaints, questions, and compliments. What made the podcast unique was that its hosts were also social care practitioners at large brands, and many of the brands featured were recommended by listeners for their great service. The podcast spawned a book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media (available on Amazon), which details learnings and best practices from more than four dozen interviews with brand leaders. INTRODUCING: THE EXPERIENCE THIS! SHOW As one podcast ends, another one begins. A new show, called Experience This!, has hosts Joey Coleman and Dan Gingiss trying to create a remarkable customer experience out of… listening to a customer experience podcast. There are no guest interviews, no singular topics, and no boring commercials. Instead, Experience This! features a rotating set of fast-paced segments that touch on real customer experiences with real takeaways that can make any company better. Segments include “CX Press,” where the hosts read and explain the latest customer experience articles “so you don’t have to”; “This Just Happened,” which details real-life experiences that leave a lasting impression; “Required Remarkable,” which features required parts of the experience that could be boring (think legal disclaimers and flight safety videos) but are instead fun and memorable, and “I Love It!/I Can’t Stand It!” where the hosts look at all of the positive and negative aspects of a particular industry’s experience, gaining input from listeners’ own experiences along the way. Even the sponsor message is the unskippable “Check Out This Number,” sharing a critical customer experience statistic that every practitioner should know. Experience This! can be found on iTunes and other favorite podcast apps, and show notes are at www.experiencethisshow.com.
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    8 m
  • Episode 51 - Why the First 100 Days of a Customer Relationship Is Critical (Joey Coleman)

    Episode 51 - Why the First 100 Days of a Customer Relationship Is Critical (Joey Coleman)
    May 29 2017
    Imagine you make a large purchase after working with a salesperson. Maybe it’s a new car or windows for the house. The salesperson makes lots of promises that the “account manager” or customer service representative can’t keep. Sound familiar? It did to Joey Coleman, a customer experience expert and keynote speaker who learned that in virtually every industry, between 20% and 70% of new customers will leave a business in the first 100 days. That’s a lot of unkept promises. “Basically, companies are hemorrhaging,” he says. “They’re spending all this time, effort, and money acquiring new customers, but not spending a fraction of that time, effort, or money keeping those customers.” “Getting customers is important, but keeping customers is even more important,” he adds. Coleman took time out of his busy schedule to talk with me for Episode 51 of the Focus on Customer Service podcast. His passion and enthusiasm for the customer is contagious, which resulted in a lively discussion.
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    40 m
  • Episode 50 - Dan Gingiss on his new book Winning at Social Customer Care

    Episode 50 - Dan Gingiss on his new book Winning at Social Customer Care
    May 1 2017
    The Focus on Customer Service podcast celebrates its 50th episode with co-host Dan Moriarty returning to talk about his new role at the Chicago Bulls, and interviewing co-host Dan Gingiss about his new book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media (available on Amazon).
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    47 m
  • Episode 49 - The Customer Was Front and Center at Social Media Marketing World

    Episode 49 - The Customer Was Front and Center at Social Media Marketing World
    Apr 6 2017
    Although “marketing” is its name, the annual Social Media Marketing World conference in San Diego had much to say about social customer care. In addition to the official Customer Service track consisting of six sessions, many marketing speakers spoke about the importance of customer experience and customer service. Episode 49 of the Focus on Customer Service podcast offers up a first-hand account of the customer taking center stage at #SMMW17, including highlights from a dozen speakers.
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    33 m
  • Episode 48 - How Zappos Became Famous for Customer Service

    Episode 48 - How Zappos Became Famous for Customer Service
    Feb 12 2017
    Take a moment and think about the two or three very best companies in the world at customer service – the ones that are cited over and over again by speakers and authors as being truly unique. These are the companies where customer service is so engrained in the culture, that when social media burst onto the scene they immediately seized the opportunity to show the world their competitive advantage rather than fearing what could happen if customer service were practiced in public. Chances are that your list includes this week's guest!
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    23 m
  • Episode 47 - How eBay Brings The Shopping Experience to Social Media

    Episode 47 - How eBay Brings The Shopping Experience to Social Media
    Jan 18 2017
    eBay, the online marketplace, is in a unique position: It sells billions of dollars of merchandise each year, but none of it is their own. So when customers reach out on social media, they are either buyers or sellers on the platform, and eBay stands in the middle. “We can't be too biased on the buyer side and we can't be too heavy on the seller side,” says Dallen McKee, Global Social Media Customer Care Team Leader at eBay. “We have to create a good experience for both.” Here are the key moments in the episode and where to find them: 1:36 Dallen shares eBay’s core philosophy toward social customer care 4:40 How eBay gains product insights from social media listening 8:36 How customer feedback has become ingrained into eBay’s culture 12:56 Balancing the need of eBay’s buyers and sellers in social media 17:26 Dallen describes the new eBay ShopBot on Facebook Messenger 18:25 How eBay decides which platforms to be on from a social care perspective 22:13 The sales pitch to executives about increasing customer service volume in social media 27:21 Dallen’s top learnings from working in social customer care
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    31 m
  • Episode 46 - How Dell's Community Forum Aids in Social Media Customer Service

    Episode 46 - How Dell's Community Forum Aids in Social Media Customer Service
    Jan 4 2017
    At Dell, social media has been around much longer than Facebook or Twitter. The popular Dell Community Forum was borne out of the original Dell.com website, so its community is well established. It’s a user-to-user forum where anyone – including Dell employees and other customers – can answer a user’s question. “Facebook and Twitter are typically folks that are having issues at the moment that just want to be heard,” says Amy Bivin, manager of community outreach for Dell. In contrast, the Forum often features more complex or esoteric questions, sometimes from owners of older legacy systems. Bivin took some time out recently to discuss Dell’s integrated social support model on the Focus on Customer Service Podcast.
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    18 m
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