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Voice of the Customer
Interviews with real contact center customers to discuss what companies are doing correctly and incorrectly in customer experiences & interactions via today's omnichannel call center.
Nov 12, 2020
Episode 5 - Voice of the Customer with Tyson Goeltz Reasonable Expectations & Trust
In episode five of the Voice of the Customer, we talk to Tyson Goeltz, who spreads the gospel about setting expectations, managing them, and delivering on those expectations. After a tragic, but very "national lampoon vacation handyman moment," he was rescued by a fantastic contractor named Tim, whom he found on taskrabbit.com...hit Tyson up if you need help. On the downside, Tyson continues to struggle with his local Austin, TX Mazda dealership, who can't seem to communicate well, and deliver that consistent expectation that Tyson wants. Take a listen, and see if you feel the same about companies setting and managing expectations well! https://bpaquality.com/contact-center-quality-assurance-best-practices/voice-of-the-customer-podcast/
Nov 2, 2020
Episode 4 - Voice of the Customer with Aarthi Gonela - EMPATHY
In episode four of the Voice of the Customer, we meet *Aarthi Gonela* who really knows how to put the "feel" of a customer experience into words. After a fantastic experience with *Overstock.com*, she helps our audience understand the importance of making a customer feel like they matter, and that often products and services are much more to a client than just tangible things. The opposite held true during a delivery horror story with *CEVA Logistics*, where she was left feeling unimportant and abandoned. Give it a listen and let us know how you feel about this one! *https://bpaquality.com/contact-center-quality-assurance-best-practices/voice-of-the-customer-podcast/*
Sep 29, 2020
Episode 3 - Voice of the Customer with Freddy and Mary Martinez on Engaged Customer Experiences
In episode three of the Voice of the customer, we host our FIRST couples cast. In this episode, you get to hear what customer service means from people who have served their country, a fantastic experience on the Disney Cruise Line, and a mishap at Burger King that went south fast...oh, we also talk about the AFC East and the Bills-Patriots dynamic too! https://bpaquality.com/contact-center-quality-assurance-best-practices/voice-of-the-customer-podcast/ #Disney #BuschGardens #Chick-fil-A #CX #customerexperience #VOC #callcenter #contactcenter #QA #customerenagement #employeeengagement #BurgerKing
Sep 16, 2020
Episode 2 - Voice of the Customer & the Simple things when it comes to Customer Experience & Getting Loyal Customers with guest Chris Drury
Welcome to our second episode of Voice of the Customer, with Chris Drury. This podcast talks to REAL customers voicing REAL opinions about the good and bad of their customer experiences. In this episode, we talk about a wonderful experience at the Bristol Oyster Bar, and a horror trip to JC Penney. (with a bonus discussion about chewy.com!) All our episodes are quick, easy listens, and chock full of insights into the minds of REAL customers...so, listen up and find out what your customers think!
Sep 8, 2020
Inaugural Episode - Voice of the Customer with Henry Scalfo and the VALUE of Communication
*Welcome* to our first episode of Voice of the Customer, with our good friend Henry Scalfo. This podcast talks to REAL customers voicing REAL opinions about the good and bad of their customer experiences. In this episode, we talk about the Moore Brothers Wine special service, a difficult doctor's office, and an Airbnb trip gone bad ... and the *VALUE of Communication*. All our episodes are quick, easy listens under 15 minutes, and chock full of insights into the minds of REAL customers...so, listen up and find out what your customers think!