by Ken Coyne
Learn all about technology in Poland. As a tech leader in Poland, I always get asked about: 1. Tech trends 2. Outsourcing 3. Tech delivery Therefore I created this podcast to interview fellow leaders here, so we can learn from their experience, successes as well as as failures. I hope you enjoy the podcast Ken
Language
🇺🇲
Publishing Since
2/9/2020
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March 16, 2023
<p>Over the last decade, the business world has seen a significant shift towards customer-centricity, and companies are increasingly realising the value of investing in customer success. But what exactly is customer success, and how can it benefit both the customer and the organisation?</p> <p>This week I’m joined by <a href="https://www.linkedin.com/in/jasonnoble1/" target="_blank">Jason Noble</a>, the VP of Global Customer Success at <a href="https://www.linkedin.com/company/vinli-inc-/" target="_blank">Vinli</a>. With over 20 years of executive-level experience leading post-sales organisations, Jason highlights the challenge of defining customer value. Metrics like time to value, NPS, customer satisfaction, and revenue retention rates help track value. Identifying value moments in the customer journey and conducting periodic reviews can ensure customer satisfaction. It's crucial to be selective in surveys and ensure customer comprehension to avoid fatigue. Internally, value propositions that translate to customer value are essential. Jason warns against exceeding expectations at the cost of the business and neglecting external factors affecting customer needs. He also predicts there will be a growing emphasis on value delivery, especially in light of current economic challenges.</p> <p><br></p>
February 24, 2023
<p>When Covid struck, many companies were desperately scrambling for ideas to keep associates engaged and productive. How does one manage morale when everyone is working from home? These were unchartered waters.</p> <p>Today we focus particularly on the initiatives launched at <a href="https://lasership.com/" target="_blank">Lasership</a> which ultimately lead to improved communication and an impressive, positive impact on attrition. I’m delighted to be joined by <a href="https://www.linkedin.com/in/carle-d-h-42b201246/" target="_blank">Carle Henry</a>, Vice President of Customer Service at Lasership. With more than 35 years of experience in customer service, he has lots of invaluable insights to share.</p> <p>Carle set about creating a virtual recognition program. A new team of 8-10 like-minded associates from different levels and different teams were brought together to create and improve culture during challenging times. Surveys were carried out to learn what really mattered. The result? There were daily to annual recognitions, including High Fives and Year End Oscars. They even included a spin off from Some Good News which was a turning point, as associates began sharing on a personal level, fostering loyalty, commitment and positive relationships. Cooking clubs and photography clubs have been born out of these initiatives. This has been a tremendously successful initiative which Carle discusses at length. Tune in for a truly inspirational story for any CX leader.</p> <p><br></p>
January 26, 2023
<p>Have you ever wondered why somebody gets a Harley-Davidson tattoo? Well on this week's episode of Tech People, I talk with <a href="https://www.linkedin.com/in/kenhughesie/" target="_blank">Ken Hughes</a> a CX strategist and consumer behavior analyst whose work focuses on these kinds of questions and the importance of understanding life through the lens of the consumer.</p> <p>We look at how CX needs to move away from a transactional view and towards creating an emotional connection with customers. Digital technology has pushed society into a more immersive space, which has led to transactions becoming commodities instead of experiences. AI and chatbots can assist with customer service, but the depth of connection is missing.</p> <p>Ken Hughes feels that companies should strive to deepen their connection with customers by instilling values in employees that emphasize making a difference and bringing back the human aspect and increasing channels and touchpoints by outsourcing customer service and finding good partners who are invested in the technology and the future. Whether it's using humor to diffuse difficult situations or an employee going above and beyond to “save” a small child's goldfish, authenticity is essential to consumers.</p> <p>Ken Hughes is also a motivational speaker and will be back on tour in 2023, traveling the world and enjoying interactions with live audiences, so be on the lookout for his appearances. Enjoy the show.</p> <p><br></p>
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Learn all about technology in Poland. As a tech leader in Poland, I always get asked about:
Therefore I created this podcast to interview fellow leaders here, so we can learn from their experience, successes as well as as failures.
I hope you enjoy the podcast Ken
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