June 28, 2021
Joining us today is Nick Lygo-Baker, a UK-based customer experience author and president of Paradigm CX. He is an expert in all things CX, especially in transforming digital channels and touchpoints.
The world has gone digital. There is no denying that fact. Digital touchpoints have created a world of convenience for millions of people. But humans still crave the most basic desires of personal interaction. From ordering a pizza online to shopping for groceries, everything is available at the touch of a button.
But what about when things go wrong? What happens when the automation fails? What happens when your a struggling startup and can't afford the high-tech and high-dollar applications that customers are craving?
Join Bryan and Nick as they discuss this interesting topic!
May 14, 2021
Joining me today is my good friend and internationally BEST SELLING customer service author Gavin Scott.
Regardless of industry, multiple companies offer essentially the same product or service. In today's modern economy, being good isn't good enough anymore. You have to shine! Empathy, anticipatory service, and great employee cultures are crucial to the success of an organization.
Join us as Gavin and Bryan discuss ways to sprinkle "gold dust" upon your business, which will separate you as the best from the rest.
March 25, 2021
Episode 13 of "White Gloves, Red Carpets" features Micah Solomon, one of the world's foremost customer experience turnaround experts, author of several books, and contributor to Forbes magazine.
Throughout history there have been the "greats" in their respective fields. Bear Bryant. Kareem Abdul-Jabaar. Gustav Mahler.
In the world of customer experience, Micah Solomon is one of the greats. It was a sincere honor and privilege to sit down with this expert and chat about modern CX issues.
In this episode, Bryan and Micah discuss the secrets from some of the worlds leading business organizations about method, branding, and tools to build a world-class customer service organization.
Tune into this once in a lifetime podcast!
March 12, 2021
Episode 12 of "White Gloves, Red Carpets" features my good friend Neal Topf founder of CallZilla and co-host of Fireside Chats Without the Fires with Paul Catherall.
Remember when we were in school and the teacher wanted us to stay after class to discuss our report card? Remember the fear, the nervousness, the thoughts running through our heads? What did we get wrong, and where did we fail miserably?
In this modern twist, Neal and Bryan will be the "teachers", companies will be the students, and customer experience is the subject. Where have we gotten it right? Do we still have work to do?
Join us as we discuss this great topic!
February 19, 2021
Episode 11 of "White Gloves, White Carpets" proudly features "The Mouse Man" himself, Lenn Millbower. He is a former leader at Disney and has written several books, including Care Like a Mouse. He has written for the Disney Institute, has been involved in the operations for several Disney parks, and even wrote the training guide on how to be Snow White!
Have you ever wondered how organizations like Disney provide amazing, even borderline magical experiences for their guests? Well, it does not require Tinkerbell's pixy dust or Aladdin's magic lamp. It is simply using process and method to adapt, grow and change. It requires great leadership and humility to reveal and heal the problems within the organization. Finally, it is looking at your current process and seeing areas to improve upon.
Join Bryan and Lenn, and even a special guest appearance from Mickey Mouse himself, as they discuss this topic from a true customer experience expert!
February 12, 2021
Joining us today is Dani Arnold, a former Director of Customer Experience for several leading organizations, both large and small. Together, Bryan and Dani discuss the things you should never say to your customers.
There is an old adage that reads, "sticks and stones may break my bones, but words can never hurt me!" Well, there could not be anything more untrue in the world of business! What you do and what you say will wreak havoc on your business when done incorrectly. Phrases like "unfortunately", "we're sorry for any inconvenience this may have caused", "that goes against our policy" and so on are words that are guaranteed to drive a nail into the heart of your business.
Join us as we discuss this topic and learn which words to avoid using when dealing with customers. This episode is sure to be a good one!
February 5, 2021
Episode 9 of "White Gloves, Red Carpets" proudly features Nicole Mattei, a former director of human resources. Nicole and Bryan discuss the opportunity to turn job candidates into customers. She is a graduate of Drexel University School of Business, holds several professional HR certifications, and speaks fluent Spanish! (I apologize in advance for my bad Spanish).
Have you ever been ghosted by a company when applying to work there? Have you felt the shame of being ignored by a company? Are you likely to do business with them again after that horrible experience? Probably not! Companies have a real opportunity to tap into a forgotten customer base: their job candidates.
Join Nicole and Bryan as they discuss this issue, especially during the COVID-19 era. Candidates are people too! They deserve respect and dignity! And you might just turn them into a loyal customer! Be sure to join this great episode that will surely ruffle a few feathers in the traditional HR world!
January 29, 2021
Episode 8 of "White Gloves, Red Carpets" features Dennis Geelen, host of The Zero in Formula, as Bryan and Dennis discuss the importance of customer-centricity.
Every company has some kind of cliche saying about how important customers are to them. But in reality, the actions and practices of the company send a very different message.
Why should a company adopt a customer-first culture? What about customers who are unservable and take advantage of a company? Can companies that are "too big to fail" actually fail?
We answer all these questions and more on this remarkable episode!
January 15, 2021
John Hansen, customer experience author and business development director, will answer the ever-important question of "Who is your customer?"
Traditionally, many business owners think a customer is simply one who exchanges money for their product or service. However, that could not be further from the truth! It is that and so much more! From the Old English word "accustomed", customers come in every shape, size, and color. They expect not only quality products, but an outstanding level of service to match!
Join Bryan and John as they discuss this fascinating topic!
January 8, 2021
Episode 6 of "White Gloves, Red Carpets" proudly features Matthew Harriman, founder of Pod2, an employee culture development organization.
Every member of your organization is responsible for providing a world-class customer experience. Sadly, when a company fails to adopt a mindset of accountability, service levels suffer and your customers will feel it.
The late Tony Hsieh of Zappos said affirmed this principle when he said, "Every member of the team is responsible for a world-class experience, not just the customer-facing employees." Join Bryan and Matt as they discuss this important customer service topic!