What does the invention of the Air conditioner have to do with the call center? We discuss the impact of your phone system to your customer experience ..read more

The status quo is to focus on acquisition as opposed to retention. Most of the current approach is built on faulty premise that customers are promiscous.  How can you build customer intimacy in a few clicks Preview (see attachment or web link for the full transcript): Speaker 0 (0s): Most of what you consume from so-called experts contains either half-truths outright lies or information that is not useful. They keep telling you how wet water is and you know, it is doing, you know, gut. I am committed to share in nothing but the absolute unfiltered on edited, no euphemism truths. Every sin ..read more

-The status quo is to convert less than 5% of guests - Most of the current approach is built on faulty language -How can you build customer intimacy in a few clicks Connect with Anna - https://rammp.thinkific.com https://www.linkedin.com/in/annaharrison/  ..read more

Government and citizen services Calling the Taliban government Has anyone knocked at your door yet? Why do you think the Taliban government can respond to citizens so much quicker than an American government agency? Quote: ‘The recent pandemic put a finer point on this century-long problem - when they were forced to shut down physical offices, the deficiencies in the system were further exposed.’ Are there any positive ways the pandemic can shape government services? Quote: ‘Most states are leaning into being digital-first - they’re putting greater emphasis on the websites and mobil ..read more

Quote “I used to say I was stuck in an abusive relationship with American Airlines.”  My first experience with an American Airline - is this the norm? Airlines are notoriously hated Was it the same customer experience regardless of which country the airline is from? How many different airlines have you used while jet setting? waitingforservice #customerexperience #customerservice #amastenumah ..read more

Shauna and Amas continue the conversation and laughs while discussing Waiting for Service.  Is the start up cost of setting up good customer service always the sticking point? ROI of customer service American vs British customer service ..read more

“Your customer service experience isn’t bad by accident. Most of it was intentionally built to be mediocre.” Shauna and Amas discuss his new book Waiting for Service. Enjoy the insights delivered with humor and get your signed copy at: https://www.betterexperiencegroup.com/product/waiting-for-service/ #waitingforservice #customerservice #customerexperience #amastenumah  ..read more

Amas has a great conversation with world renown author and keynote speaker Steven Van Bellghem. You will enjoy hearing about: The evolution of customer experience The new customer expectation What is the next great development in regards to customer experience And much more. Learn more about... Amas: https://www.amastenumah.com/ Steven: https://www.stevenvanbelleghem.com ..read more

The conversation continues with those crazy people guys, Brian and Ted from 5th Talent.  In part two they discuss: The methodology to getting the human to human challenge right It's not the ping pong table, pizza party or even higher wages so what is it? What makes a person want to flip burgers for less money rather than work in the contact center And much more Learn more about Brian: https://www.linkedin.com/in/briankearney-meaningfulwork/ Learn more about Ted:                   https://www.linkedin.com/in/tnardin/   ..read more

Amas visits with Brian Kearney and Ted Nardin, founders of 5th Talent for two great discussions. In this first one, they discuss the following: The disconnect between what companies say and how they actually treat their people  They discuss whether or not the contact center job a worthwhile job How does getting the human to human piece right actually benefit you? And much more Learn more about Brian: https://www.linkedin.com/in/briankearney-meaningfulwork/ Learn more about Ted:                   https://www.linkedin.com/in/tnar ..read more