BusinessWeek -- Customer Service Champs
By BusinessWeek
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Podcast Description
Improving the customer experience has become a hot-button agenda item at many companies. But somehow, customer service is still notoriously bad. Given that divide, we're joining forces with the smartest minds on the customer's experience for a series we're calling the Customer Service Champs podcast. We'll take you inside the thinking of senior managers from our Customer Service Champs -- our annual survey that ranks the best customer service firms -- along with the brightest consultants, professors, and thinkers to talk about the trends, ideas, and best practices that are driving the field today. Join us for the discussion -- and then, in the spirit of customer satisfaction, be sure and tell us what you think
| Name | Description | Released | Price | ||
|---|---|---|---|---|---|
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1 |
Experience Matters | Some Consultants only talk about customer service in general terms. Bruce Temkin names names. A Vice - President and principal analyst at Forrester Research, Temkin runs Forresters Customer Experience Index, a ranking of the best and worst companies from the perspective of customer experience, which was first published in November. Associate Editor Jena McGregor chats with Temkin to compare his list with Business Weeks Customer Service Champs. | 8/20/08 | Free | View In iTunes |
|
2 |
Serving Those Who Serve | When you're on an aircraft carrier in the middle of the Pacific, you need a special kind of service. Insurer USAA kept that in mind when designing its new mobile tech services, says Wayne Peacock, executive vice-president for enterprise operations | 7/16/08 | Free | View In iTunes |
|
3 |
Brewing New Ideas at Starbucks | Starbucks has started a virtual idea-hub for customers. MyStarbucksIdea.com, gives customers a place to rave or rant about the stores. Some ideas are already being tested. | 6/18/08 | Free | View In iTunes |
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4 |
Getting Human at Kayak | Paul English, creator of GetHuman.com and co-founder of Kayak.com talks to associate editor Jena McGregor about how good site design can improve customer service | 5/14/08 | Free | View In iTunes |
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5 |
The Customer Has Power | Any customer can embarrass you on the Web. So you need a way to deal with people online. In our Customer Service Champs podcasts, Jena McGregor talks with Pete Blackshaw, author of Satisfied Customers Tell Three Friends, Angry Customers Tell 3000 | 4/16/08 | Free | View In iTunes |
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6 |
Service Without Service | The best approach is not to have to offer customer service often, says Bill Price, co-author of "The Best Service Is No Service." Price talks to associate editor Jena McGregor in the first segment of BusinessWeek's Customer Service Champs podcast series | 3/19/08 | Free | View In iTunes |
|
7 |
Advocating for Customers | Forrester Research has begun studying a new way to measure customer satisfaction, called "customer advocacy." Management editor Jena McGregor speaks to Forrester analyst Bruce Temkin about this new metric | 9/4/07 | Free | View In iTunes |
|
8 |
Authentic Service | BusinessWeek talks to "Experience Economy" guru Joe Pine, who wrote about how companies can create experiences for consumers, rather than just commodities and services. He tells management editor Jena McGregor how to stage an authentic experience | 8/21/07 | Free | View In iTunes |
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9 |
In the Customer's Shoes | Traci Entel, a principal at Katzenbach Partners, speaks with Associate Editor Jena McGregor about how to make your organization more empathetic | 8/7/07 | Free | View In iTunes |
|
10 |
Get Some Satisfaction | Claes Fornell, a professor at the University of Michigan and the founder of the American Customer Satisfaction Index, talks to Associate Editor Jena McGregor about the state of customer service today | 7/24/07 | Free | View In iTunes |
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11 |
Friendlier Skies | Fred Taylor, senior manager of proactive customer service communications for Southwest Airlines, talks about how the airline deals with customers on days when travel plans go awry | 7/10/07 | Free | View In iTunes |
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12 |
The Luxury Treatment | Ellen Dubois du Bellay, Four Seasons Hotels' vice-president of learning and development, talks about the company's extensive interview process and how it identifies good people | 6/26/07 | Free | View In iTunes |
| Total: 12 Episodes |
Customer Reviews
Great!
This podcast is very inspiring to those working and managing in any sector of the service industry. The interviews are informative and showcase how successful companies excel in consistently providing a great customer experience.
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- Free
- Category: Management & Marketing
- Language: English
- © Copyright 2008, Bloomberg L.P.
