#NewPodcast: Conversations that Matter

WEBVTT 1 00:00:05.559 --> 00:00:09.669 Hello and welcome. My Name's Kelsey Chorus and I'm on the production team with 2 00:00:09.710 --> 00:00:14.150 sweet fish media. Today I'm super excited to introduce to you a new podcast 3 00:00:14.150 --> 00:00:19.149 by uniform. It's called conversations that matter. On this podcast, you will 4 00:00:19.149 --> 00:00:24.100 hear exciting interviews with wellknown thought leaders and compelling stories which will allow you to 5 00:00:24.219 --> 00:00:29.980 gain fresh new insights on contact centers best practices. This show doesn't beat around 6 00:00:29.980 --> 00:00:35.299 the Bush. They feature valuable conversations from industry experts who are passionate about sharing 7 00:00:35.340 --> 00:00:40.810 best tools and strategies out there to engage customers and bring back the human element 8 00:00:40.969 --> 00:00:44.729 of the customer experience. If you think you'll find the show valuable after you 9 00:00:44.810 --> 00:00:49.770 check out this quick snippet, just search conversations that matter and apple podcast or 10 00:00:49.850 --> 00:00:53.520 your favorite podcast player makes you subscribe. And if you really like it, 11 00:00:53.600 --> 00:00:58.439 don't forget to leave a review. Enjoy the SNIPPET. Depending on the business 12 00:00:58.479 --> 00:01:00.840 and industry you think, customer experience is perhaps a different definition. So I 13 00:01:00.920 --> 00:01:04.189 got Curius from your take. What is customer experience and why is it so 14 00:01:04.269 --> 00:01:11.709 important? Sure so, experience is everything the customer experiences with you and your 15 00:01:11.750 --> 00:01:17.909 product. So I use that or experience in the definition to describe the definition. 16 00:01:18.030 --> 00:01:19.579 But here's what it is. People think, well, what's there been 17 00:01:19.659 --> 00:01:23.420 between service and experience? Customer Service. It's it. By the way, 18 00:01:23.420 --> 00:01:27.819 I don't believe service or experience is a department. It's a philosophy, it's 19 00:01:27.980 --> 00:01:33.370 cultural, it's part of what the company wants to achieve. So service is 20 00:01:33.689 --> 00:01:38.890 every interaction point the customer has, typically with people, although there's some automated 21 00:01:38.969 --> 00:01:42.250 processes and ai that could be involved in a chat Bot or whatever, but 22 00:01:42.370 --> 00:01:48.519 it's mostly the interaction the customer has with the company that is getting them part 23 00:01:48.519 --> 00:01:51.560 of the sale, part of the follow up, maybe even part of this 24 00:01:51.680 --> 00:01:57.439 support service. Okay, experiences, everything that includes it could be initially, 25 00:01:57.480 --> 00:02:01.670 when I go on your website, what's my feeling? Is it intuitive when 26 00:02:01.670 --> 00:02:06.790 I order something and the box shows up and I open up the box? 27 00:02:06.909 --> 00:02:10.270 Now there's a big difference between opening up a brown cardboard box and a box 28 00:02:10.389 --> 00:02:15.229 that sent to you by Apple. Okay, I mean just the experience of 29 00:02:15.389 --> 00:02:19.500 opening your ipad or iphone box the first time. It's like wow, this 30 00:02:19.659 --> 00:02:23.620 is incredible. I just received and I know I see the keyboard in your 31 00:02:23.659 --> 00:02:28.620 background. Last week I got a keyboard, new keyboard. It's Nice, 32 00:02:28.699 --> 00:02:32.129 beautiful rolling keyboard. Comes in a big brown box. It says please, 33 00:02:32.210 --> 00:02:37.930 do not open on this end. I thought that was pretty. It said 34 00:02:38.090 --> 00:02:40.530 please, okay. I F look it over because I was getting right open 35 00:02:40.610 --> 00:02:43.330 on that. I Open Up and let me tell you what I saw. 36 00:02:43.889 --> 00:02:47.159 I saw my black, big black keyboard with the white keys, you know, 37 00:02:47.479 --> 00:02:52.479 of sharps and flats and all that, and it was wrapped and clear 38 00:02:52.520 --> 00:02:57.000 plastic with two pieces of styrofault. If apple were sending me that, I 39 00:02:57.039 --> 00:02:59.509 would have opened it up. There would have been a ribbon that I would 40 00:02:59.550 --> 00:03:01.870 have pulled out, that would have pulled off the top part that it would 41 00:03:01.909 --> 00:03:07.789 have been beautifully packing. Except, by the way, an expensive ipad costs 42 00:03:07.909 --> 00:03:12.389 the same or an expensive iphone costs the same as this actually was less than 43 00:03:12.509 --> 00:03:15.939 the expensive keyboard that I got. So why not give me the same experience? 44 00:03:16.419 --> 00:03:22.340 By the way, it's like that experience was just okay versus one that's 45 00:03:22.379 --> 00:03:27.289 better than okay. And just okay is sometimes good enough, but in my 46 00:03:27.770 --> 00:03:32.530 world I believe that just okay is mediocre. Mediocrity is average, satisfactory. 47 00:03:32.810 --> 00:03:38.610 Just okay a little tiny bit better than that. Just a little bit better. 48 00:03:38.449 --> 00:03:43.879 Is the moment of magic and if we can create these consistent, predictable 49 00:03:44.479 --> 00:03:46.960 little moments of magic. So maybe the word please made me smile, so 50 00:03:47.080 --> 00:03:52.560 maybe that's the next level for me. But think about the difference between the 51 00:03:52.719 --> 00:03:58.750 the apple experience and the average experience. You can join Randy Kussar as he 52 00:03:58.909 --> 00:04:02.909 dives into best practices and ideas to take your contact center, agent and customer 53 00:04:03.030 --> 00:04:09.110 experience to the next level. Again, just search conversations that matter and apple 54 00:04:09.189 --> 00:04:13.340 podcast or wherever you do, you're listening. Subscribe, leaver of you if 55 00:04:13.379 --> 00:04:15.659 you like it, and don't forget to tell a friend if you think they'd 56 00:04:15.659 --> 00:04:18.259 enjoy it. Thank you so much for tuning in and have a fantastic rest 57 00:04:18.300 --> 00:04:24.689 of your day. It's sweetish. We're on a mission to create the most 58 00:04:24.810 --> 00:04:29.730 helpful content on the Internet for every job, function and industry on the planet. 59 00:04:30.170 --> 00:04:32.610 For the BB marketing industry, this show is how we're executing on that 60 00:04:32.689 --> 00:04:36.250 mission. If you know a marketing leader that would be an awesome guest for 61 00:04:36.329 --> 00:04:40.879 this podcast. Shoot me a text message. Don't call me because I don't 62 00:04:40.879 --> 00:04:44.720 answer unknown numbers, but text me at four hundred seven for and I know 63 00:04:45.160 --> 00:04:47.240 three, thirty two eight. Just shoot me their name, maybe a link 64 00:04:47.279 --> 00:04:50.720 to their linkedin profile, and I'd love to check them out to see if 65 00:04:50.759 --> 00:04:53.829 we can get them on the show. Thanks a lot