Pat Perdue's Customer Experience Podcast
27 episodes - English - Latest episode: over 2 years ago - ★★★★ - 3 ratingsEach episode, we meet people who’s job it is to make great Customer Experience happen. Join us for insights into how you can improve your customer experience, and keep the customers you have.
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Episodes
Canadian Spa Icons Celine Tadrissi, and Elena Zinchenko: How Spas Thrive through Constant Innovation
December 16, 2021 00:01 - 42 minutes - 34.2 MBIn this episode we sit down with two of Canada’s leading entrepreneurs in the spa industry and take a close look a how each of them responded to the COVID-19 lockdowns, discovered new ways to innovate, and emerge from the worst of the pandemic lockdowns ultimately stronger than they were pre-lockdown. Today’s Guests: Celine Tadrissi,...
Jean-Guy de Gabriac: Achieving That “WOW” Experience in a World-Class Spa
July 21, 2021 13:35 - 50 minutes - 35.6 MBFew would argue that the luxury spa industry requires among the highest standards of guest experience in the world, in which every detail is (or should be) designed not just to please you, or relax you, but to transform you into your better self. Our guest today, Jean-Guy de Gabriac, is one of the world’s...
Mike Saulpaugh: The Customer Centric World of the New Jersey Wedding Event
July 07, 2021 12:26 - 35 minutes - 31.8 MBSuper glad to be back with you! I took some time away from the podcast during this pandemic. And now that I’m back and this is going to be a GREAT show for you! Now that COVID is becoming part of our history, things are OPENING UP! We have the pandemic on the run! People...
The Future of Retail: Bringing the in-store experience into your home. Guest Oscar Sachs, CEO and Co-Founder of Salesfloor
December 08, 2020 17:42 - 30 minutes - 27.2 MBSHOW NOTES Traditional retail has been on a slow, but steady decline for probably the last decade. So much so that retailers were getting super creative to find a way to bring you into the store. In-store mini concerts, dining options like great coffee shops or pop-up kitchens, were becoming a trend in some of...
Nic Faitos, Founder and Senior Partner of Starbright Floral Design, on Delivering 5-Star Customer Experience to New York’s Top Hotels
November 24, 2020 13:24 - 26.4 MBSHOW NOTES Let’s say you ran a business. I’m not going to tell you what kind of business. I’m going to let you guess.In this business, your customers spend a lot of time, and consideration choosing which of your products they’re going to buy from you. Often they select only the components, and leave you...
Nic Faitos, Founder and Senior Partner of Starbright Floral Design, on Delivering 5-Star Customer Experience to New York's Top Hotels
November 24, 2020 13:24 - 27 minutes - 26.4 MBStarbright Floral Designs is one of New York City's most beloved, and most successful, florists. I sit down with founder and Senior Partner Nic Faitos to learn how they do it.
Guest Ann-Marie Clendenin on How COVID-19 is Transforming the Retail Customer Experience
July 22, 2020 21:07 - 39.6 MBSHOW NOTES About Today’s Episode What would it take for you to go to a brick and mortar, say clothing store. Would you browse through the clothes on the hangars? Would you try stuff on? Stuff that other people might have tried on? And what would THAT be like? In a small change room that...
Boost AI, and how AI is helping Norway's SR Bank Maintain their Customer Promise During Covid-19
April 22, 2020 21:25 - 35 minutes - 31.1 MBSHOW NOTES Today we have two guests: Henry Iversen, Chief Commercial Officer and Co-Founder of Boost.ai (one of Norway's leading Natural Language Processing AI companies, and Ramtin Matin, Lead Technological Strategist at SpareBank 1 SR-Bank, one of Norway's oldest, and most respected, financial institutions. Specifically in today's episode we cover: The crucial role Boost.ai has had in helping SR Bank stay in contact with their customers, with zero wait time, even during the COVID-19 pande...
Boost AI, and how AI is helping Norway’s SR Bank Maintain their Customer Promise During Covid-19
April 22, 2020 21:25 - 31.1 MBSHOW NOTES Today we have two guests: Henry Iversen, Chief Commercial Officer and Co-Founder of Boost.ai (one of Norway’s leading Natural Language Processing AI companies, and Ramtin Matin, Lead Technological Strategist at SpareBank 1 SR-Bank, one of Norway’s oldest, and most respected, financial institutions. Specifically in today’s episode we cover: The crucial role Boost.ai has...
Raymond Reddy – Co-founder and CEO of Ritual, on how Adding Digital to Your Business Makes the Human to Human Experience Better
October 02, 2019 17:14 - 28.3 MBSHOW NOTES Today’s guest is Raymond Reddy, co-founder and CEO of the highly successful Ritual – which enables social ordering from restaurants in major cities across North America, The UK, and Australia. In this wide-ranging conversation, we talk about: a) How digital in traditionally non-digital industries, like food pick-up and delivery, can have a transformative...
Ash Anil – How Technical Safety BC, a Public Sector Organization (i.e. the government), Focuses on Customer Experience and Why it Pays Off
April 29, 2019 04:04 - 31 minutes - 23 MBToday's guest, Ash Anil, is Business Leader at Technical Safety BC.. Why is a government organization on a podcast talking about Customer Experience? Turns out focusing on Customer Experience is also good government. Specifically we learn: a) How focusing on Customer Experience can literally save lives. b) How Technical Safety B.C. dramatically increased customer satisfaction scores through digitization of common forms and documentation required for compliance. c) How Technical Safety B...
Ash Anil: How Technical Safety BC Focuses on Customer Experience and Why it Pays Off
April 29, 2019 04:04 - 23 MBSHOW NOTES Today’s guest, Ash Anil, is Business Leader at Technical Safety BC.. Why is a government organization on a podcast talking about Customer Experience? Turns out focusing on Customer Experience is also good government. Specifically we learn: a) How focusing on Customer Experience can literally save lives. b) How Technical Safety B.C. dramatically increased...
Bruce Simpson, co-founder of SwitchGear Consulting and Trusted Co-pilot for Large-scale Change: The Adoption / Innovation Paradox and How to Avoid It
February 13, 2019 22:09 - 31.6 MBSHOW NOTES One of the big challenges in Customer Experience is managing all of the changing initiatives that are simply a way of life among competitive companies today. There is huge pressure at all levels of just about every organization to innovate. Do something new. The pressure to constantly innovate has become business as usual. ...
Gary Edwards from Golfdale Consulting: When the DATA shows that doing LESS Customer Service provides a BETTER overall Customer Experience.
September 26, 2018 03:29 - 40 minutes - 47 MBSHOW NOTES What happens when a data whiz teams up with a policy and communications guru? Turns out it’s a very happy marriage – both literally and figuratively in a customer experience and business sense. My guest today, Gary Edwards, is ½ of Golfdale Consulting. Here’s why I wanted you to meet Golfdale, and Gary. In This Episode We Discuss: a) How you may be doing too much customer service b) How being inspired by a high profile keynote speaker talking about over-the-top customer servi...
Stephen Hahn-Griffiths, from The Reputation Institute, shares the Value Customer Experience has on Brand Reputation
September 07, 2018 01:12 - 32 minutes - 31 MBSHOW NOTES Can we draw a line between Customer Experience, a company's overall reputation, and an organization's overall business performance? While the answer is "yes," just how specifically we can do that might surprise you. We all know that providing incredible Customer Experience is the right thing to do. This episode's guest, Stephen Hahn-Griffiths, from The Reputation Institute, has the business case to back it up. In this episode we discuss: The incredible value providing a con...
Jeanne Bliss on her new book: Would You Do That to your Mother: The Make-Mom-Proud Standard for How to Treat Your Customers
May 17, 2018 04:23 - 31 minutes - 28.7 MBSHOW NOTES This Week's Guest, Jeanne Bliss This week I sat down with Jeanne Bliss, best selling author of I Love You More Than My Dog, Chief Customer Officer, Chief Customer Officer 2.0, and her latest book, Would You Do That to Your Mother, the Make-Mom-Proud Standard for How to Treat Your Customers. Warning - listening to this episode could seriously improve how your organization treats its customers! [bctt tweet="Would how you treat your customers make your mother proud? Warning: Listenin...
Kate Ross Leblanc, and Katie Drechsel from Saje Wellness
July 03, 2017 03:53 - 37 minutes - 35.9 MBSHOW NOTES Fair warning: You're going to want to quit your job and go work at Saje Wellness once you listen to this episode.Loved This Interview!I was thrilled to be able to speak to two powerhouses in retail and digital customer experience. Kate Ross LeBlanc is the co-founder and CEO of Saje Natural Wellness, and Katie Drechsel is VP of Marketing at Saje. Both are deeply passionate about delivering outrageous customer service. Connecting that to the online experience creates a truly s...
Episode 9: Casper, The Sleep Company! Casper CX Expert Michael Kim on how the Casper Customer Experience revolutionized mattress buying, all before their 3rd birthday
April 03, 2017 06:17 - 28 minutes - 52.5 MBSHOW NOTES 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'...
Peter Aceto, CEO of Tangerine Bank, shares his insights in keeping Tangerine Bank the leader in Client Experience
February 27, 2017 06:16 - 38 minutes - 36 MBSHOW NOTES 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 desig...
Episode 7: Key lessons and takeaways from our first 6 episodes, featuring our guests Afshan, Shep, Jeanne, Mike, Arleen, and Doug
November 22, 2016 06:04 - 28 minutes - 27.2 MBSHOW NOTES 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 episod...
Episode 6: Doug Sandler (Mr. Nice Guy) talks about how the art of building relationships is the key behind providing consistently great customer experience
October 30, 2016 10:50 - 32 minutes - 30.5 MBSHOW NOTES 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. Ni...
Episode 5: Arleen King, SVP Customer Experience at TELUS, shares how truly putting customers first is the secret ingredient in providing great Customer Experience
October 24, 2016 05:26 - 30 minutes - 28.7 MBSHOW NOTES 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 milli...
Episode 4: Mike Aoki shares how delivering great customer experience, and driving sales, don’t have to be mutually exclusive
October 17, 2016 13:05 - 25 minutes - 24.1 MBSHOW NOTES 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 infl...
Episode 3: Jeanne Bliss, pioneer in the field of Customer Experience, and the author of Chief Customer Officer 2.0
September 29, 2016 21:26 - 32 minutes - 30.1 MBSHOW NOTES 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 C...
Episode 2: Shep Hyken on how to be amazing! New York Times Bestselling Author Shep Hyken Discusses How Focusing on The Small Things can Make a Big Difference
June 06, 2016 21:01 - 25 minutes - 23.4 MBSHOW 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...
Episode 1: Afshan Kinder is a master at creating transformational change to improve customer experience. Listen to what she’s done to help her clients raise the CX bar.
May 05, 2016 05:59 - 23 minutes - 21.1 MBSHOW NOTES About Our Guest: Afshan KinderAfshan Kinder is a partner at Switchgear Consulting, a firm dedicated to helping organizations lead transformational change driven by a need to enhance the customer experience. Afshan has spent her career working with organizations that have set a high standard for customer excellence, and is in demand globally from leading brands that are committed to delighting their customers.Our conversation focused on the contact centre aspect of the custome...
Pat Perdue’s Customer Experience Podcast
April 05, 2016 16:51 - 1 minute - 942 KBDelivering great customer experience, every time, is really hard to do. Whether it’s over the phone, over social media, or apps on your smartphone, or in person, there are some companies who are just really good at this. This show looks at what they’re doing differently to make their customers love them, and introduces us to the people who’s job it is to make great customer experience happen. Hit subscribe and download a couple episodes.