Love Thy Customer: What have you done for them lately?

Technology Revolution: The Future of Now

Bonnie D Graham

News, Business News, Technology

4.9 • 112 Ratings

🗓️ 21 March 2012

⏱️ 56 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

“Demanding, vocal, impatient, and always right.” If this describes your customers, are you tempted to just give up and find new ones? Don’t do it, cautions Becky Carroll, author of The Hidden Power of Your Customers. “The popularity of social media and ubiquitous mobile phones have created the perfect storm for customer service - and companies need to get it right or suffer the very public consequences.” How to win this challenge? According to Forrester’s Megan Burns, “Enjoyable experiences are the first step to creating emotional connections with customers.” And for Vision 33’s Carl B. Lewis, it comes down to one key factor: “Like it or not, good business is still personal.” For a reality check on how to keep ‘em coming back for more, tune in as these experts are joined by Teradata’s Alan Chow, Freshbooks’ Saul Colt, and Virtual Graffiti’s Hillel Sackstein for case studies from the customer’s perspective. Pour a cup and join us for Love Thy Customer: What have you done for them lately?

Transcript

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0:00.0	The following program is being brought to you on the Voice America Business Channel.
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0:19.7	The views and ideas expressed on the following program are strictly those of the host or guests,
0:24.7	and do not necessarily reflect the views and ideas held by the Voice America Talk Radio Network,
0:29.8	its staff and management.
0:44.5	Welcome to The Voice America Talk of business talk all week.
0:48.3	This is Coffee Break with Game Changers, presented by SAP.
0:50.8	The best run business is run SAP.
0:53.6	Your host and moderator is Bonnie D. Graham.
1:01.2	You'll hear from the innovators who have learned to use game-changing technologies to shake up the status quo and help move today's businesses in new directions.
1:03.2	Now, here's Bonnie D. Graham.
1:07.4	Hey, I have some adjectives for you.
1:11.6	Demanding, vocal, impatient, and always right. If this describes your customers, are you tempted to just give up and find new ones?
1:18.0	Well, don't do it, cautions Becky Carroll, author of The Hidden Power of Your Customers.
1:23.8	I quote Becky, the popularity of social media and ubiquitous mobile phones have created the perfect storm for customer service, and companies need to get it right or suffer the very public consequences.
1:38.6	So how do you win this challenge?
1:40.2	According to Forrester's Megan Burns, enjoyable experiences are the first step to creating
1:46.7	emotional connections with customers.
1:49.3	And Vision 33's Carl Lewis says it all comes down to one key factor, quote, like it or not,
	...

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