Viewing entries tagged
customer experience

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Jay Baer: Convincing, Converting and Servicing in Amazing Ways Since 1993

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Doug- @DJDoug

Strickland- @NiceGuyonBiz

Jay- @jaybaer

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Show Notes by Production Assistant - Anna Nygren

 

Intro

  • Consistency is key when you want to deliver stellar customer service
  • Check out Jay Today TV

 

Customer Service is the New Marketing

  • For a long time, businesses didn’t have to be great at customer service because it wouldn’t make a big difference, economically
    • Now customer service is a spectator sport
  • Small businesses can make a customer service focus from scratch and share a closer connection with customers
  • When you get bad customers, it’s not so much the employees but the rules that suck
  • 70% of customers prefer to figure the problem out on their own via a company website over interacting with an employee
  • We run away from complaints rather than working with them
  • BEET
    • Be empathetic every time

Closing Lines

  • Praise is the most overrated thing in life
    • Feels great but it doesn’t teach you shit

 

Jay's book- Hug Your Haters

Jay's Keep Your Customers Course @ KeepYourCustomersCourse.com

 

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Promise Statement:

To provide a learning experience that is entertaining and adds value to your life.

 

Don't underestimate the Power of Nice.

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Ep. 297: Pat Perdue on Understanding the Customer Experience

Reach Us Here:

Doug- @DJDoug

Strickland- @NiceGuyonBiz

Pat- @PatPerdue

Sponsor LinkJulie Reisler Get A PhD in You

On Facebook: The Nice Guys Community page

Amazon.com: Click before buying anything. Help support the podcast.

Show Notes by Production Assistant - Anna Nygren

 

Today’s it’s all things customer experience, you may or may not know the term, but you certainly will know how important it is after you listen to my friend and fellow entrepreneur, podcaster and all around nice guy Pat Purdue share his story today on The Nice Guys on Business, welcome to the podcast Pat! Here are some of teh questions Pat answers today:

  • How does a "Customer Experience" differ from Customer Service?
  • What is a "Customer Experience Mindset" and what does this means in real life for an entrepreneur?
  • What brands today understand this? I  mean I think companies like SouthWest Air, Zappos, Ritz Carlton do.
  • Why don’t most companies work towards this? Does it cost more, involve greater training? Why not do this with all companies?
  • Sounds like management needs to give up some control (and put it in the hands of the front line) to make this a reality, do you see it the same way?
  • How can a small company looking to grow get their customers to create some of the BUZZ about a great customer experience. Seems like this would be the ultimate in promo for your company?

See more about Pat's company at http://www.socialicity.ca/

Hear his podcast here- http://www.patperdue.com/

 

Doug's Stuff:

Amazon #1 Best selling book Nice Guys Finish First.

Business Building Bootcamp (10 Module Course)

 

Partner Links:

Interview Valet:  Get interviewed on top podcasts and share your message.

BombBomb: Take your email to the next level. Drop a BombBomb today.

Acuity Scheduling: Stop wasting time going back and forth scheduling appointments

 

Survey:

Take our short survey so The Nice Guys know what you like.

 

Nice Guys Links

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If you want to talk to Doug, call him at 410-340-6861 any Wednesday between 5:00 PM-6:30 PM EST.

OR…

If you just want to leave us feedback and not talk to anyone, call 4242 DJ DOUG (424-253-3684)

 

Promise Statement:

To provide a learning experience that is entertaining and adds value to your life.

 

Don't underestimate the Power of Nice.

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Ep. 165: Improve your customer experience with Eli Federman

Eli Federman-@efed27

Doug- @DJDoug

Strickland- @NiceGuyonBiz

Every experience that you provide to your customer molds their impression of your company. Eli Federman knows how to improve that. Hear all about it on The Nice Guys today.

Eli's company is Customer Service Simplified, and he works every day to help other companies Improve the customer experience.

He Helped a large U.S. mobile carrier re-imagine their customer experience across all channels.

There are 3 critical elements- People, Process and Technology.

It all comes down to leadership. As the CEO, you must be in touch with what your customers want.

It's critical to have the right people who are passionate about creating a great customer experience.

Chief Customer Experience Officer. 10 years ago, this position didn't exist.

Simple things can have a huge impact.

Check out Eli's company www.simplifyingservice.com - A look through his website will lead you to various publications and blog posts he's written and hopefully leave you with a bit of learning for what makes an outstanding customer experience

Contact Eli- eli@simplifyingservice.com

Please visit our sponsors-

The voice of the Nice Guys podcast can be the voice of your podcast or business too! Steve O'Brien can do your voiceover, tell him The Nice Guys sent you.

http://steveobrienvo.com/

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As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance.

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

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Don't underestimate the Power of Nice.



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Ep. 139: Doug uses the bathroom at Panera (Potty humor)

Nice Guys Podcast Bathroom Episode Doug Sandler.png

Twitter (Doug) @djdoug

Twitter (Strick) @NiceGuyonBiz

Phone - Call Us and tell us who you are! 424-2DJ-Doug  -- (424)-235-3684

Sprint, AMEX, Geico, Jersey Mike's subs, Doug using the bathroom at Panera, and more customer service talk. Sure, we've done it before, but whenever we have a bad customer service experience we have to bring it up again. When will the big companies start to listen to us?

Please visit our sponsor- Elite Virtual Assistants 

Personal Assistants   Project Assistance   Administrative Support

http://www.elitevirtualassist.com/

Laura@elitevirtualassist.com     440-973-7005

Tell them you heard about it on The Nice Guys and get your free consultation today. 

Click through our Amazon.com link before buying anything.

As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance. 

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

Subscribe to the Podcast

Forrest Gump- https://www.youtube.com/watch?v=D_Komi7wnAw

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Ep. 132: Doug and Strickland talk customer service

Click to download episode directly from Libsyn

Click to download episode directly from Libsyn

We have mostly clean episodes and a few explicit ones. This is the latter. Today, we mostly shoot the shit about nothing. Here's everything we talk about on the show today:

-Does Doug laugh too much on the show?

-Do you want to hear us be more, or less serious?

-Do we curse too much?

-How do you train unmotivated employees?

Please chime in, tell us what you think.  We need your feedback and we're willing to bribe you for it. Call 42-42-DJDoug, let us know what you think and we'll send you a copy of each of our books- Doug's "Nice Guys Finish First" and Strickland's "Guys Guide to Las Vegas". Only available for the first 10 callers, we'll each even sign them for you. 

Please visit our sponsor- Elite Virtual Assistants 

Personal Assistants   Project Assistance   Administrative Support

http://www.elitevirtualassist.com/

Laura@elitevirtualassist.com     440-973-7005

Tell them you heard about it on The Nice Guys and get your free consultation today.

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Don't underestimate the Power of Nice.

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Ep. 131: Today we talk with Customer Service Influencer Mike Aoki

Mike Aoki was named one of the Top 50 Customer Service Influencers on Twitter by the ICMI. Hear his amazing customer service advice on The Nice Guys today.

 Here are some great questions that we answer on the podcast today:

 -Why is Inside Sales among the biggest trends this year?

-What are some of the pitfalls of transitioning a traditional customer service department to an inside sales role?

-How can you balance sales and service, so customers stay loyal?

-What do good call skills look like?

-How do you coach people who use the phone all day?

And some great advice:

 -How you and your employees can use the phone, email and social media to stay in touch with your clients

-How you can coach your team to deliver great customer service

- How to deal with irate callers and boost loyalty

- How to sell more effectively over the phone

- Sales coaching for contact center Agents

- How you can manage your time, so you have time to manage your team

 mike.aoki@reflectivekeynotes.com

http://www.reflectivekeynotes.com/

Please visit our sponsor- Elite Virtual Assistants 

Personal Assistants   Project Assistance   Administrative Support

http://www.elitevirtualassist.com/


Laura@elitevirtualassist.com     440-973-7005

Tell them you heard about it on The Nice Guys and get your free consultation today.

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-


BONUS stuff: Check out The Little Secret Most People Don't Know About Relationship Building

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Don't underestimate the Power of Nice.

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Ep. 115: Be extraordinary. Learn how today from leadership development expert Mark Sanborn

Mark is a NY Times best selling author, a member of National Speaker Association’s Hall of Fame, professional speaker and president of a studio for leadership development. His client list of over 2400 clientsis like a who’s who in the corporate world and includes Harley Davidson, FedEx, HP, IBM, Microsoft and ESPN. Here are some things we learned from Mark today: 

It's important to be a nice guy, but sometimes you need to let the world feel your weight.

What you do is not as important as how you do it.

The difference being normal vs. being extraordinary can be just a few simple thinks that you do every day.

Using ABCD can help- Go "Above and Beyond the Call of Duty."

Personal responsibility, authentic relationships and respects for others make a triangle for success in life.

Don't think "I have to do this", change that to "I get to do this", inject fun into whatever you do.

Nobody can prevent you from choosing to be exceptional.

Everyone makes a difference, what kind of difference do you choose to make?

Here's how to contact Mark:

Phone- 303-683-0714

Speaking engagements- 910-256-3495

http://www.marksanborn.com/


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Ep. 100: We made it to 100 Episodes! WOW!

podcast-02 (1).jpg

In honor of our 100th episode we are recapping The Nice Guy's year.

No need for extensive show notes, we're just talking about all the great things that we've done this year. Review of episodes about Customer Service Skills, Customer Experience,  Building Relationships, Best Customer Service Tips and how to improve your business. And if you get tired of listening to us just fast forward to 31:00 to listen to some of Steve O'Brien's greatest drops.

Steve O'Brien (tell him the Nice Guys sent you)- http://steveobrienvo.com/

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

http://www.niceguysonbusiness.com/services.html

Subscribe to the Podcast

Don't underestimate the Power of Nice.


Nice Guys Finish First
$19.95
By Doug Sandler

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Ep. 99: Jamie Dennis knows customer service and loyalty

The hospitality industry is incredibly competitive, so it takes a lot to be #1, and that's what Jamie Dennis has done at the Jefferson Clinton Hotel. Here how she does it on the Nice Guys today.

Great customer service tips in this podcast interview

Jamie is the General Manager of the Jefferson Clinton Hotel. Jamie provides listeners to today's show some top customer service skills and actionable ways for building relationships in business.  

Rated #1 hotel in Syracuse, NY on Trip Advisor

Employee retention is huge, it's hard to be successful if you are putting resources into training new people.

Don't hire someone who just wants "a job", find people who really want to be there.

You also need people who will do whatever job needs to be done at the time.

Here's how to contact Jamie-

jamie@jeffersonclintonhotel.com

http://www.jeffersonclintonhotel.com/

416 South Clinton St. Syracuse, NY 13202

Reservations- 315-425-0500

Want to get pinned on our listener map? Just go to http://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

http://www.niceguysonbusiness.com/services.html

Subscribe to the Podcast

Join Doug Sandler and Strickland Bonner. They are the Nice Guys.

Don't underestimate the Power of Nice.

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Ep. 57 Understanding Your Customer's Journey

You are not just selling to your customer, you are taking them on a journey. Make sure you know the critical steps of that journey so you can adjust your course for maximum profit. 

Tech Talk- Wufoo.com is a free forms generator. If you are not using forms with your E-Mail campaign to get feedback from your customers, you have to look into wufoo.com.

Signature Advice- Writing your customer map

  • Why do more people go to Starbucks than to Dunkin' Donuts? Because of the customer experience that Starbucks has created
  • Know your customer's Touch Points
  • You make the choice of what experience you want to offer your customer
  • Where are you losing your customers? Without a customer map, you may never know

Please visit our sponsor Spokes Marketing at www.SpokesMarketing.com, they are content experts and great marketers.

Free Learning Loft program from Doug for the first 5 listeners who tweet their location to be added to our listener map, this is a $200.00 value! Tweet Doug @DJDoug for your free copy. Check out our listener map here-

http://www.niceguysonbusiness.com/services.html

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Ep. 45 Great Service, it's THE most important part of your business.

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You can do just about everything else wrong in your business, but if you take care of your customers, you still have a chance to succeed. 

Announcements- Dubains. We're still waiting to hear from you. We have been downloaded in over 64 countries, but we still have a place in our hearts for Dubai, but we need to hear from you. It would be embarrassing if Canada beat you to it. 

Tech Talk- www.TweetJukebox.com.  An incredibly powerful tool to help you automate your Twitter feed. 

OUR signature advice- Customer service isn't just the most important thing, it is the ONLY thing. You can do pretty much everything wrong starting out in business, but if you take care of your client, you can still succeed. Listen to the podcast for proof and tips. 

Visit our sponsor www.Startupschoolonline.com and sign up for the free premier webinar on July 28.  

 Subscribe to the Podcast

Nice Guys Finish First on Amazon

www.Zappos.com

Shep Hyken @hyken interview coming up 7/14

Shout out to Al Hopper @alhopper_ , thanks for listening!

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Podcast Episode 18: How to drive your customers away in 11 easy ways

"This job would be so great if it wasn't for the customers."

"Well, maybe if we ignore them, they will go away."

Want to know how to drive your customers away so they won't bother you anymore? Follow these 11 tips and you'll be rid of those pesky customers in no time.

  1. Don't answer the phone take your time returning phone calls and emails

  2. Don't offer product information or provide misinformation. Don't acknowledge your competition.

  3. Give conflicting advice from someone else at your company.

  4. Blame someone else in the company.

  5. Make your pricing complicated.

  6. Make it challenging to do business with you. Bad website, complex billing, etc.

  7. Spam your customers every chance you get.

  8. Make your customer wait.

  9. Make it difficult to do business with your company.

  10. Ignore the feedback the customer provides. What do they know anyway?

  11. Hire the wrong people for the job.

Here are some of the people/places/services we mentioned during the podcast, please visit them and support, especially our sponsor this week:

Rockwell Global Media- Info@rockwellglobalmedia.com, 561-267-8585. mention that you heard about them from The Nice Guys and receive a free consultation.

www.rockwellglobalmedia.com

http://www.despair.com/procrastination.html

www.Progressive.com

Flo: http://www.imdb.com/name/nm0183960/

www.Toyota.com

Amazon 2 hour delivery: http://www.amazon.com/b/ref=pngwswmexp2hr?encoding=UTF8&node=10481056011&pfrdp=2074462962&pfrds=nav-sitewide-msg&pfrdt=4201&pfrdi=navbar-4201&pfrdm=ATVPDKIKX0DER&pfrd_r=183NCZ78WA7ACKBD316A

www.Elance.com

New car, in and out in 45 minutes- www.nationwideauto.com

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