All Things Considered CX with Bob Azman

What if the key to winning customer loyalty wasn’t just fixing problems, but transforming every complaint into a business opportunity? Are your efforts to save costs in your service processes actually risking far more in lost revenue and reputation?

Too often, companies focus on efficiency and cost-cutting in customer service, relying on AI and automation, without realizing that barriers to escalation and impersonal experiences can destroy customer trust and loyalty. This episode challenges organizations to rethink the real impact of unresolved issues and recognize that making it easy for customers to escalate concerns and feel heard can yield a return many times greater than the cost.

This week, John Goodman of Customer Care Measurement & Consulting and a renowned customer experience researcher dives into the findings of the National RAGE Study. He shares eye-opening data about the rise in serious customer frustrations, the revenue implications of poor complaint handling, and the surprising power of simple, honest communication to build lasting loyalty. Through real-world case studies, from GEICO’s escalation process to Intuit’s “Design for Delight” approach, John delivers practical, evidence-backed strategies for turning service failures into opportunities for customer delight, positive word of mouth, and higher margins.

Subscribe for more insights on improving the customer experience, strengthening loyalty, and turning customer feedback into meaningful business results.

What if the key to winning customer loyalty wasn’t just fixing problems, but transforming every complaint into a business opportunity? Are your efforts to save costs in your service processes actually risking far more in lost revenue and reputation?

Too often, companies focus on efficiency and cost-cutting in customer service, relying on AI and automation, without realizing that barriers to escalation and impersonal experiences can destroy customer trust and loyalty. This episode challenges business brokers to rethink the real impact of unresolved issues and to recognize that making it easy for customers to escalate and feel heard can yield a return many times over the cost.

This week, John Goodman, vice chairman of Customer Care Measurement & Consulting and renowned customer experience researcher, dives deep into the findings of the National RAGE Study. He shares eye-opening data about the rise in serious customer frustrations, the true cost and revenue implications of poor complaint handling, and the surprising power of simple, honest communication to build lasting loyalty. By walking through real-world case studies, from GEICO’s escalation process to Intuit’s “Design for Delight” approach, John delivers practical, evidence-backed strategies for brokers who want to turn service failures into engines of word-of-mouth growth and higher margins.

Subscribe for more insights on how to grow your deal flow and become a trusted advisor who transforms complaints into competitive advantage.

What could your business unlock if you stopped seeing AI as just a way to cut costs, and started seeing it as a pathway to deeper customer connection and organic growth?

Are you truly listening and responding to what your online reviews are revealing about your service, or are you letting authenticity slip away with canned, generic replies?

As the market pushes for automation and efficiency, it’s easy to miss that real transformation—and pipeline growth—often start with authentic engagement.

On this episode, Bob Azman is joined by George Swetlitz, co-founder and CEO of Right Response AI. They dive deep into the modern role of AI in experience management, especially for local businesses aiming to stand out.

Share this episode with a fellow advisor or broker who’s ready to replace “AI slop” with authentic persuasion—and subscribe for more actionable ideas on scaling meaningful client relationships.

What could your business unlock if you stopped seeing AI as just a way to cut costs, and started seeing it as a pathway to deeper customer connection and organic growth?

Are you truly listening and responding to what your online reviews are revealing about your service, or are you letting authenticity slip away with canned, generic replies?

As the market pushes for automation and efficiency, it’s easy to miss that real transformation—and pipeline growth—often start with authentic engagement.

On this episode, Bob Azman is joined by George Swetlitz, co-founder and CEO of Right Response AI. They dive deep into the modern role of AI in experience management, especially for local businesses aiming to stand out.

Share this episode with a fellow advisor or broker who’s ready to replace “AI slop” with authentic persuasion—and subscribe for more actionable ideas on scaling meaningful client relationships.

Welcome back to All Things Considered CX! In this episode, Bob Azman is joined by LinkedIn expert and personal branding strategist, Carol Kaemmerer . As the new year kicks off amid a challenging economic landscape marked by recent layoffs, Bob Azman brings Carol Kaemmerer to share her insights on building an impactful professional presence online—especially when the job market is tight.

Together, they dive deep into the current state of employment, the growing influence of AI on the workplace, and why intentionality on LinkedIn is more important than ever. Carol Kaemmerer, author of “LinkedIn for the Savvy,” walks us through her five-point “Brilliance Framework,” designed to help leaders and professionals stand out authentically, maximize their digital real estate, and foster meaningful engagement. Plus, she offers actionable tips on striking the right balance between personal branding and strategic interaction on LinkedIn.

Whether you're proactively managing your career or navigating a job transition, this episode is packed with wisdom to help you harness LinkedIn's full potential and position yourself for opportunity—all while staying true to your unique story.

Welcome back to All Things Considered CX! In this episode, Bob Azman is joined by LinkedIn expert and personal branding strategist, Carol Kaemmerer . As the new year kicks off amid a challenging economic landscape marked by recent layoffs, Bob Azman brings Carol Kaemmerer to share her insights on building an impactful professional presence online—especially when the job market is tight.

Together, they dive deep into the current state of employment, the growing influence of AI on the workplace, and why intentionality on LinkedIn is more important than ever. Carol Kaemmerer, author of “LinkedIn for the Savvy,” walks us through her five-point “Brilliance Framework,” designed to help leaders and professionals stand out authentically, maximize their digital real estate, and foster meaningful engagement. Plus, she offers actionable tips on striking the right balance between personal branding and strategic interaction on LinkedIn.

Whether you're proactively managing your career or navigating a job transition, this episode is packed with wisdom to help you harness LinkedIn's full potential and position yourself for opportunity—all while staying true to your unique story.

Welcome back to All Things Considered CX. In this episode, host Bob Azman is joined by Chander Sharma, a seasoned global executive, leadership advisor, and author, to unpack the real challenges large organizations face in today’s fast-moving business landscape.

Drawing from decades of experience across industries and continents, Chander shares powerful insights on how leadership, culture, and organizational clarity shape business transformation and customer experience. The conversation centers on his book, Busyness to Business, and its practical 5P framework—Purpose, Process, People, Practice, and Perspective—a model designed to help leaders cut through noise, eliminate unproductive busyness, and refocus on what truly drives value.

Along the way, Bob and Chander explore real-world examples, including the “Amazon effect,” Walmart’s turnaround, and leadership lessons from icons like Satya Nadella and Warren Buffett. The discussion is packed with actionable takeaways for executives and customer experience professionals who want to lead with intention, align their teams, and adapt to constant change.

You’ll also learn about a free benchmarking resource that helps leaders assess how aligned and effective their organizations truly are. If you’re looking to elevate your leadership approach and sharpen your customer focus, this is an episode you won’t want to miss.

Welcome back to All Things Considered CX. In this episode, host Bob Azman is joined by Chander Sharma, a seasoned global executive, leadership advisor, and author, to unpack the real challenges large organizations face in today’s fast-moving business landscape.

Drawing from decades of experience across industries and continents, Chander shares powerful insights on how leadership, culture, and organizational clarity shape business transformation and customer experience. The conversation centers on his book, Busyness to Business, and its practical 5P framework—Purpose, Process, People, Practice, and Perspective—a model designed to help leaders cut through noise, eliminate unproductive busyness, and refocus on what truly drives value.

Along the way, Bob and Chander explore real-world examples, including the “Amazon effect,” Walmart’s turnaround, and leadership lessons from icons like Satya Nadella and Warren Buffett. The discussion is packed with actionable takeaways for executives and customer experience professionals who want to lead with intention, align their teams, and adapt to constant change.

You’ll also learn about a free benchmarking resource that helps leaders assess how aligned and effective their organizations truly are. If you’re looking to elevate your leadership approach and sharpen your customer focus, this is an episode you won’t want to miss.

Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Simon Robinson, CEO of Holonomics and co-author of "Designing Customer Experiences with Soul." Together, they dive deep into the world of customer experience—tracing Simon's pioneering journey from British Telecom’s human factors department to launching one of the world’s first mobile internet portals.

Simon Robinson also shares insights on why the customer lifecycle should be at the heart of business strategy, not just a marketing exercise, and reveals powerful tools and frameworks that help businesses foster meaningful, soulful connections with customers and employees alike.

They’ll also discuss the importance of aligning brand, strategy, and customer-centric thinking, and how Simon’s visual playbook and operating system offer organizations practical steps to embed these practices—from the C-suite to the front lines.

Tune in for a thought-provoking conversation on elevating CX, connecting with soul, and creating genuine value—plus details on how you can access Simon’s transformative CX playbook. Don’t miss it!

Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Simon Robinson, CEO of Holonomics and co-author of "Designing Customer Experiences with Soul." Together, they dive deep into the world of customer experience—tracing Simon's pioneering journey from British Telecom’s human factors department to launching one of the world’s first mobile internet portals.

Simon Robinson also shares insights on why the customer lifecycle should be at the heart of business strategy, not just a marketing exercise, and reveals powerful tools and frameworks that help businesses foster meaningful, soulful connections with customers and employees alike.

They’ll also discuss the importance of aligning brand, strategy, and customer-centric thinking, and how Simon’s visual playbook and operating system offer organizations practical steps to embed these practices—from the C-suite to the front lines.

Tune in for a thought-provoking conversation on elevating CX, connecting with soul, and creating genuine value—plus details on how you can access Simon’s transformative CX playbook. Don’t miss it!