Pat Perdue's Customer Experience Podcast

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Casper.  The Sleep CompanyI'm really excited to share this conversation with Michael Kim, the Sr. Director of Customer Strategy and Planning for...Casper!  The Sleep Company!  I'm a huge fan of Casper, ever since they supported some of my favorite podcasts, including Grownups Read Things They Wrote as Kids (if you're not familiar with that podcast, click on the link at the bottom of this note and take a listen, then subscribe.  It's hilarious, and totally addictive).  So yeah I'm a customer, but I never accept any gifts from my clients.  So if I tell you I think they're awesome, it's because I genuinely do think they're awesome.My Guest Michael Kim, Senior Director of Customer Strategy and Planning at Casper[bctt tweet="The same reason a customer buys from Casper,is the same reason an employee will want to work for Casper - Casper's Michael Kim" username="@CustExpPodcast"]As Casper's Senior Director of Customer Strategy & Planning, Michael leads Casper's customer experience and customer-facing channel strategies. What that means is that he's accountable for a lot of the magic that happens between when you click "buy" and when you get your bed-in-a-box.Michael joined Casper before they even got started, as in, before they launched, before his current role he was in charge of Casper's Customer Experience team, which has earned many accolades, including a 2017 Stevie award for Customer Service Department of the Year.Our Conversation[bctt tweet="Learn the CX secrets behind one of Fast Company's 50 most innovative companies of 2017." username="@CustExpPodcast"]Michael and I talk about how the culture of Casper is what creates that great customer experience.  We explore how recruiting makes a difference, and we talk about the struggles of keeping that defining culture in the face of expansion.   Casper is a culture-from-the-ground up kind of company, so it's difficult to parse out the specific tactics they use to keep the magic happening.  That said, there's a lot we can learn from Casper and apply it to our own companies.About CasperCasper is a global sleep company that launched in 2014 with an obsessively engineered, outrageously comfortable mattress sold directly to consumers. Its critically acclaimed sleep surface was developed in-house, has a sleek design, and is delivered in a small, "how did they do that?"-sized box. The company is one of the fastest-growing consumer brands of all time, and its product line has expanded to include sheets, pillows, a matching foundation, and a dog mattress. Casper was named one of Fast Company's 50 Most Innovative Companies in 2017, and its eponymous mattress was crowned one of TIME Magazine's Best Inventions.Contact InformationTo reach Michael or anyone at Casper, their social media team is amazing.  Just tweet them @Casper and they'll totally respond.  Or hit their website here.The Podcast I Mentioned:Grownups Read Things They Wrote As Kids PodcastAnd to Find Me:I love hearing from all my listeners and I appreciate your comments!  You can always email me at [email protected], or hit me up on Twitter.  My handle is @patperdue.  Or you can also message the podcast directly on Twitter.

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What's Unique About This Episode...Our guest, Peter Aceto, is the President and CEO of Tangerine Bank.  He was incredibly open about what it takes to foster genuine customer (or in their language, client) centricity in an organization.  Not to give away the ending, but it's not an easy thing to do (as you always hear me say, "If it was easy, more companies would be doing it.").  Peter shares insights into what it takes to actually walk the talk of customer experience, from design thinking, to his own level of accessibility within his organization, to how to create a culture that genuinely puts the client first.   You'll be glad you listened.More in this episode:* How Middle Managers Can Be Heard* The Business Case of Customer Experience* The Importance of Courageous Leadership* How Customer Experience isn't just one initiative* Lots more!More About our Guest, Peter AcetoPeter Aceto is the President and Chief Executive Officer of Tangerine Bank. His career with Tangerine (formerly ING DIRECT) began in Canada close to 20 years ago as a founding member of its senior leadership team. Prior to his appointment as CEO in 2008, Peter held the posts of Chief Risk Officer, Chief of Staff and Chief Lending Officer at what was then ING DIRECT.Peter is a sought out public speaker, a social media leader and a frequent blogger. He is regularly profiled in The Globe and Mail, Harvard Business Review, Forbes and The Huffington Post among others. Peter is the author of the best selling leadership business book Weology.Peter's Book, Weology, How Everybody Wins When We Comes Before MeSince our show is on Customer Experience, we didn't touch on Peter's book Weology, How Everybody Wins When We Comes Before Me, so I want to talk about it here.  It's a fantastic, plain language book that's a must read for anyone interested in learning how genuinely innovative leadership can drive organizational results.  Peter candidly shares his journey and lessons as helm of one of the world's most innovative banks.  Buy it here.How to Connect With PeterThe best way to reach Peter is to follow him on Twitter:  @PeterAceto (let him know you heard him here!)Contacting me:Hey!  Let me know you heard the show!  You can reach the podcast on Twitter at @CustExpPodcast, or hit me up directly at @PatPerdue.Make someone's customer experience, a  GREAT customer experience.

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As this episode is published close to Thanksgiving, It's only appropriate that I express my gratitude to my wonderful guests, as well as my listeners.  Podcasting is a journey of sharing, and bringing together.  I feel humbled at the support I've received. Thank you to all.These first 6 podcast episodes have been packed with information and insights, and I'd be remiss if I didn't sum up what we've learned so far.Thank you to my guests for your insights.  In addition, this episode has 5 key take-aways and action items you can use today to improve your customer experienceIn this EpisodeAfshan Kinder shares her vision of the role of the C-Suite in driving good customer experience within a company.  She also shares her technique to allow executives to walk in the shoes of both the customers, and the front line agents.Shep Hyken shares examples of how senior management spending time with the "front line," isn't a new concept, and how being great doesn't necessarily mean heroically saving the relationship, but rather finding one or two small things our teams or businesses can do a little better than the rest, and then doing that consistently.Mike Aoki shares the importance of connecting with other departments, especially if you manage a team or a department that's customer facing.  Mike also shares networking techniques for non-networkers.Jeanne Bliss shares insights from her fabulous book, "Chief Customer Officer 2.0," and also talks about the specific things that senior leaders need to do to foster a healthy customer centric environment, and bash down those silos.Arleen King shares what it's really like to lead the customer experience charge within the multinational telecommunications, TELUS.  Arleen also demonstrates how, when you put great people in an environment that empowers and prepares them with a vision of greatness, customer magic can happen.  Arleen's story of Allen touched many of our listeners' hearts.Finally Doug Sandler shares his insight into selecting the right people.  All too often, we hire great people and we force processes that don't allow them to truly shine.   Doug shares insights into recruiting the right folks, and then getting out of the way.Contact info for all these guests can be shared in the show notes of their specific episodes.Your 5 Key Challenges:Begin a plan to implement your challenges today.  I'd love to hear how you're doing.  Drop me an email, or reach out on Twitter.  Hearing from listeners makes my day.Thank you to GTACC, and Contact Atlantic, for some wonderful contact centre events.  Both conferences are worth going to, and are chalk full of opportunities to learn from contact centre professionals.  Here are the links for more information:You can reach GTACC at www.GTACC.ca.You can reach contact Atlantic at www.ContactAtlantic.comTo Contact Pat Perdue...I'm easy to find.  Hit me up on Twitter @patperdue, and follow the show @CustExpPodcast.By email:  [email protected] always, thank you for listening.

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You may know Doug as the author of the best selling book, “Nice Guys Finish First,”(click here to get your copy from Amazon.com).  Doug is also host of the wonderfully successful podcast, “Nice Guys on Business Podcast.”  Doug is a specialist on helping companies build great business relationships based on the foundation of being nice by specializing in making connections, building relationships and strengthening bonds both inside and outside organizations. Don’t let the “Mr. Nice Guy” tag fool you, Doug has entered into many high level negotiations and is anything but a pushover. His speaking and consulting business is geared towards improving relationships and winning business through his time tested sales, service and relationship building system.Doug is a nationally recognized speaker, and writer for Huffington Post. His weekly posts reach over hundreds of thousands of readers. Doug has been titled by a leading social media marketing company in the top 100 of Social Media Thought Influencers to follow.In This EpisodeIn this episode we unpack the complexity of what it takes to for organizations to focus on doing the right thing for their customers all the time.   Doug shares tons of insights that make him so in demand as a business consultant, trainer, and speaker.[bctt tweet="Problems are bound to happen. It's what happens next that really counts. #quote @djsandler" username="custexppodcast"]How to Contact Doug:* For lots of free content, click onto Doug's website. www.DougSandler.com* You can contact him through the "Contact" page on his website.* Doug is very active on Twitter.  Click here to say hello and to follow him.If you want to contact me, there are lots of ways to reach me.  You can always get in touch with us through the "Contact Us" part of our website.  Or, if you're on Twitter, so are we!  Hit us up!* To find our show on Twitter, click here.* And if you want to reach me (Pat) directly on Twitter, I'm @patperdue.  I'd love to hear from you!Thanks as always for listening.

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About Our Guest:  Arleen King Arleen King is Senior Vice President of Customer Experience at TELUS, and is the real deal when it comes to creating a customer centric culture.Arleen supports more than 6,000 team members in Canada, and 2,800 team members internationally. Her teams go on to provide exceptional customer experience to TELUS’ 13.9 million customer connections – and along with their other brands Koodo, and Public Mobile, that adds up to making life better for 8.3 million wireless subscribers, and over 900,000 TELUS TV customers.If you’re outside of Canada you might not be familiar with TELUS. You know how folks anywhere love to hate their phone company? TELUS customers totally don’t get that. Year after year, Telus ranks as Canada’s most loved telecommunications company, and once you meet Arleen, you’ll know why.Thanks as always for listening to my conversation with the incredible, and incredibly nice, Arleen King.More about Arleen KingArleen has more than 25 years of experience managing customer service in many areas including the public sector, private sector, outsourcing and the entertainment industry. Since joining TELUS in 1999, Arleen has taken on roles as the Director of Client Care, Vice-president of Client Care and Vice-president of Mobility – but regardless of the team she is supporting, serving customers remains her number one passion.Throughout her career, Arleen has been recognized for her devoted leadership and ability to empower her own team, receiving the Association of Relationship Marketing Leadership Award, CHLOE (Connections Honours Leaders of Excellence) Champion of Women award, Best Own-it Sponsor award, and has led her team to win numerous industry awards and achievements.Arleen is currently based in Vancouver with her husband, Steve, and wheaten terrier, Caleigh. She is a member of the TELUS Community Investment Board in Montreal, a yearly participant in TELUS Days of Giving and the JDRF Walk to Cure Diabetes, and proudly supports the Big Brothers Big Sisters of the West Island organization.How to Find Arleen KingArleen isn't on Twitter, but you can check out her LinkedIn profile here.How to Contact UsWant to send a message to the show?  You can Tweet us @CustExpPodcast.Want to get in touch with Pat Perdue, send him a tweet @patperdue.We'd Love it if you could leave a review on iTunesIf you like what you heard, please tell someone.  And if you're inclined, positive reviews on iTunes helps people find us.  Here's a link to iTunes to leave a review.Thank you again for listening.

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Today's Guest,

Mike Aoki is the President of Reflective Keynotes Inc., a Toronto-based customer service and sales training company that helps organizations improve both sales, as well as the experience of their customers. Mike does this by working with the people who’s job it is to work directly with customers. In other words, the actual folks we talk to on the phone.

Mike is a renowned expert on contact centre sales and customer service, and is regularly in the top 50 most influential customer service experts in North America.  Mike is often in national media such as The Globe and Mail speaking on exactly what we’ll be talking about today.

Past clients for his training sessions include Just Energy, SYSCO and the Royal Canadian Mint.

This Episode's Conversation

Can you both sell, and improve customer experience, at the same time?

In all of our shows we talk about what organizations can do to improve their customer experience. One of the common challenges companies face is that if you want to provide a good customer experience on the phone, you’re not allowed to sell. Either you sell, or you provide great customer service. It’s somehow an either / or situation.

I was able to catch up with Mike at the start of the summer, and we talked about how he works with companies who need to do both. His clients need to drive sales, as well as make sure their customers love them.

The Surprising Value of Networking Across Departments

One of the very surprising techniques we talk about in achieving this goal is the value of networking across departments so that you can make sure your department, your team, or…you, have all the best information to keep your customers engaged.

What’s cool about that is on this show we often talk about the importance of getting rid of a silo mentality. We’ve all seen it: Each department is basically running on their own agendas and not speaking meaningfully to other departments, And sure that falls to the very senior leadership to create an environment that discourages silos, but also everyone in the company can help with that, simply by walking over to another department and saying hello. Easier said than done, right? Mike spends some time talking about ways to make that happen.

For more information on Mike and how he helps his client drive results, you can reach him in the following ways:

Website: Reflective Keynotes

Mike is also very active on Twitter.  Follow and tweet him at @MikeAoki.

Also connect with Mike on LinedIn at his LinkedIn profile here.

As always, thank you for listening.  If you like what you heard, please let us know by tweeting us @CustExpPodcast, or tweet me directly @patperdue, and tell your friend!

Subscribe and Leave a Review in iTunes

If you haven't already done so, feel from to subscribe in iTunes by clicking here.  And while you're at it, we'd be humbled if you could leave a review.  That helps other Customer Experience professionals find us.

Thank you as always for listening.

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About Today's Guest:  Jeanne BlissJeanne Bliss is the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente.Jeanne pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience.She is a sought after speaker and thought-leader, the author of three best-selling books:  I Love You More Than My Dog, Chief Customer Officer, and the newly released Chief Customer Officer 2.0. Jeanne is co-founder of the Customer Experience Professionals Association, and is also host of her own Customer Experience podcast The Human Duct Tape Show.In this episode, we talked about...In our interview we talk about what Jeanne calls The 5 Competencies to build a customer driven growth engine.  For a more detailed overview, go to Jeanne's website, Customerbliss.com.  Meantime here they are:Competency 1:  Customers as Assets:  Moves you to a simple, non-refutable measure of if you did, or did not, earn the right to growth.Competency 2:  Align around the experience:  Changes the accountability and the story of the business from silo performance to customer life improvement.Competency 3:  Build a Customer Listening Path:  Unites multiple sources of customer feedback to tell the story of customers' lives by stage, as they experience you.Competency 4:  Proactive experience, reliability and innovation:  Let's you know, before the customer tells you, if the experience was reliable and valuable to them.Competency 5:  One-company accountability, leadership, and culture:  Unites leaders to guide and enable the company to improve customers' and employees' lives.You can also hit Jeanne up on Twitter @JeanneBliss, and check out her own excellent podcast on customer experience, called the Human Duct Tape Show (you need to read Chief Customer Officer 2.0 to understand that reference).  :)Thank you for listening.

[bctt tweet=”I just listened to @JeanneBliss talk #CustomerExperience on @Patperdue’s Customer Experience Podcast” username=”CustExpPodcast”]

 

Jeanne Bliss is the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente.

Jeanne pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience.

She is a sought after speaker and thought-leader, the author of three best-selling books:  I Love You More Than My Dog, Chief Customer Officer, and the newly released Chief Customer Officer 2.0. Jeanne is co-founder of the Customer Experience Professionals Association, and is also host of her own Customer Experience podcast The Human Duct Tape Show.

In this episode, we talked about…

In our interview we talk about what Jeanne calls The 5 Competencies to build a customer driven growth engine.  For a more detailed overview, go to Jeanne’s website, Customerbliss.com.  Meantime here they are:

Competency 1:  Customers as Assets:  Moves you to a simple, non-refutable measure of if you did, or did not, earn the right to growth.

Competency 2:  Align around the experience:  Changes the accountability and the story of the business from silo performance to customer life improvement.

Competency 3:  Build a Customer Listening Path:  Unites multiple sources of customer feedback to tell the story of customers’ lives by stage, as they experience you.

Competency 4:  Proactive experience, reliability and innovation:  Let’s you know, before the customer tells you, if the experience was reliable and valuable to them.

Competency 5:  One-company accountability, leadership, and culture:  Unites leaders to guide and enable the company to improve customers’ and employees’ lives.

You can also hit Jeanne up on Twitter @JeanneBliss, and check out her own excellent podcast on customer experience, called the Human Duct Tape Show (you need to read Chief Customer Officer 2.0 to understand that reference).

SHOW NOTES

About Today's Guest:  Shep HykenShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Amaze Every Customer Every Time, Moments of Magic®, The Loyal Customer, The Cult of the Customer and The Amazement Revolution. He is also the creator of The Customer Focus, a customer service training program which helps clients develop a customer service culture and loyalty mindset.In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s!Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.To get in touch with Shep, click on any of the following links:E Mail: [email protected] -- Web: http://www.hyken.comFollow on Twitter: @hyken (https://twitter.com/#!/hyken)Follow on Facebook: ShepHykenSpeakerFollow on LinkedIn: www.linkedin.com/in/ShepHykenFollow on YouTube: www.YouTube.com/ShepHykenFollow on GooglePlus: www.gplus.to/ShepHyken

[bctt tweet=”Make a big difference by focusing on the doing the little things consistently really well.” @hyken” username=”CustExpPodcast”]

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Amaze Every Customer Every Time, Moments of Magic®, The Loyal Customer, The Cult of the Customer and The Amazement Revolution. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset.

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s!

Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

To get in touch with Shep, click on any of the following links:

E Mail: [email protected] — Web: http://www.hyken.com

Follow on Twitter: @hyken (https://twitter.com/#!/hyken)

Follow on Facebook: ShepHykenSpeaker

Follow on LinkedIn: www.linkedin.com/in/ShepHyken

Follow on YouTube: www.YouTube.com/ShepHyken

Follow on GooglePlus: www.gplus.to/ShepHyken