Building a strong brand around exceptional customer experience means your customers are doing your marketing work for you because they can't stop telling friends and family about your amazing service. Shannon Vander Meulen talks to CX experts and leaders from organizations that differentiate based on exceptional customer experience. Our guests share insights and tips you can use to build a culture of fandom around your business.
Kendall Barber: People Connect with Brands in Which They See Themselves
Kendall Barber joins host Shannon Vander Meulen to talk about she has built a brand around a unique customer experience in creating Poppy Barley. Shannon and Kendall talk brand, culture, purpose and vision and discuss how Poppy Barley has managed to stay true to its values even through a global pandemic and tremendous growth.
1 Apr 2022
Russ Dantu: Be the leader of the pack
Russ Dantu lives in Calgary, Alberta, Canada. He is an expert on the subjects of trade shows, customer service and presentation skills. He brings with him over 30 years of management, sales, trade show and customer service experience, and well over 18 years worth of experience in the public speaking arena. In addition, he offers workshops and powerful keynotes to youth groups.
He is also the owner of Synergy Solutions Inc.. Russ strategically assists clients in setting themselves apart from their competition through the use of promotional products, staff apparel and corporate gifts. Why not take advantage of his complete conference package deal? Hire him as a speaker and receive great discounts on all your promotional needs for your conference – everything from bags to pens to speaker gifts!
Russ is happily married to his wife, Sonia and has two grown children, Christopher and Carissa. When he isn’t working, Russ enjoys attending Toastmasters, playing hockey, golf, camping, walking his Golden Retriever, Shylo, and travelling.
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15 Feb 2022
Donnovan Simon: Don't leave staff on an island
Donnovan Simon is a CX and process expert and he joins Shannon to talk about how organizations can really propel their brands forward by understanding what customer success means and developing processes to support consistent customer experience.
29 Jan 2022
Rob Park: We will be the good guys
Rob Park, COO at Calgary-based Helcim, joins Shannon to talk about building a brand around outstanding customer experience. Helcim's lofty goal is to become the world's most loved payments company. As COO, Rob leads the company in their pursuit to redefine what small and medium businesses expect from their payments provider. Rob and Shannon discuss the importance of consistency and living up to your brand, building a team, mentoring juniors in the workplace and navigating the perils of social media when it comes to online brand reputation. They also talk about the challenges of keeping the feedback loop open as a company grows and
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
13 Jan 2022
Lisa Genovese: Online reputation monitoring in the social media era
How can brands build an online reputation that reflects the true customer experience they offer?
18 Dec 2021
Brett Colvin - Build a culture that nobody ever wants to leave
Brett Colvin and Shannon Vander Meulen discuss how to build a "seriously fun" work culture.
18 Dec 2021
Shauna Thome - Sharing the healthcare halo
Shauna Thome talks about the movement from "patient-centered" care to "patient-partnered" care at Crowfoot Village Family Practice.
18 Dec 2021
Ildi Arlette - All my chips are on the customer you already have
Ildi Arlette of Results Continuum Inc. has spent over two decades working with spas, hotels, clinics and schools to help them to build processes and cultures that support service excellence. In this episode, Ildi and Shannon talk about bringing humanity back to service delivery and why Ildi says businesses should focus on the customers they already have rather than attracting new customers.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
18 Dec 2021
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Your host Shannon Vander Meulen talks with CX experts and leaders from diverse industries about how to build processes and cultures that deliver amazing customer experiences.
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