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Coffee Break with Game-Changers, presented by SAP

Coffee Break with Game-Changers, presented by SAP

Wednesday at 8 AM Pacific/11 AM Eastern

March 21st 2012:Love Thy Customer: What have you done for them lately?

“Demanding, vocal, impatient, and always right.” If this describes your customers, are you tempted to just give up and find new ones? Don’t do it, cautions Becky Carroll, author of The Hidden Power of Your Customers. “The popularity of social media and ubiquitous mobile phones have created the perfect storm for customer service - and companies need to get it right or suffer the very public consequences.” How to win this challenge? According to Forrester’s Megan Burns, “Enjoyable experiences are the first step to creating emotional connections with customers.” And for Vision 33’s Carl B. Lew

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Featured Guests

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Becky Carroll

Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, July 2011). She is also the founder of Petra Consulting Group, a consultancy focused on social media and customer experience. Her client roster includes Fortune 100 companies Electronic Arts, HP, Fujitsu, and Ford. Previously, she was the Community Program Manager and social media strategist at Verizon. Becky is the Social Media Contributor for NBC/TV San Diego. She teaches the “Marketing via New Media” class at UC San Diego and is the author of top customer service blog Customers Rock! (http://customersrock.net).
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Megan Burns

Megan Burns, Principal Analyst serving Enterprise Customer Experience Professionals at Forrester, is a leading expert on measuring customer experience, benchmarking a company's ability to deliver great customer experience, estimating the ROI of a customer experience improvements, and getting executives to actively participate in the customer experience transformation. She manages Forrester's Customer Experience Index, an annual benchmark of the customer experiences delivered by more than 150 large US firms. Megan’s secondary coverage includes best practices for customer experience governance and creating customer-centric cultures. She has been quoted in The Wall Street Journal, Internet Reta
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Carl B. Lewis

Carl B. Lewis, General Manager for Vision33 Total Care, is an experienced consultant and respected advisor responsible for managing the backbone of Vision33’s national customer service offering. Vision33 is an award-winning, SAP Gold Channel Partner offering solutions to small and midsized enterprise (SME) customers. As the America SAP User Group (ASUG) Program Chair and first chairperson of the SAP Business One Resellers Partner Advisory Council (PAC), Carl plays an essential role in the development of partner programs. Previously, he served as General Manager of the Pacific Northwest Region for Vision33 and Director of Professional Services and Support for Omega Business Solutions.
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Alan Chow

Alan Chow, Chief Customer Officer Teradata Corporation, uses his extensive knowledge of Teradata’s technology, products, and services to advocate for customers and to ensure that the company’s customer strategy reflects customer needs and helps them to achieve strong business results and a high return on investment through their use of Teradata. Chow was one of the original Teradata database engineers who pioneered the development, professional services and customer support of what is now a multi-billion-dollar data warehouse market.
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Saul Colt

Saul Colt, Head of Magic at FreshBooks, was recently named as one of the iMEDIA 25: Internet Marketing Leaders & Innovators. He's been called one of Canada’s best community builders/experiential marketers. Chris Brogan once referred to Saul as “exactly who you want representing your company”. In a previous life, Saul launched Zipcar into the Canadian marketplace. He helped growFreshBooks.com from 250,000 customers to 4.5 million, and even knows what it is like to work for a large corporation from his former leadership role at Rogers Communications.
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Hillel Sackstein

Hillel Sackstein, President & CEO, founded Virtual Graffiti, Inc, as an e-commerce software development company in 1999. Within a few years, he shifted the company's core focus to the fast-growing network security market. Under his leadership, Virtual Graffiti has experienced tremendous growth into a multi-million dollar, international, IT Solution Provider. Hillel is involved in many day-to-day operations as well as key vendor and customer relations, and has created a fun and focused company atmosphere that encourages growth.
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https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap 13/12/2017 08:00 13/12/2017 09:00 Coffee Break with Game-Changers, presented by SAP https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap “Demanding, vocal, impatient, and always right.” If this describes your customers, are you tempted to just give up and find new ones? Don’t do it, cautions Becky Carroll, author of The Hidden Power of Your Customers. “The popularity of social media and ubiquitous mobile phones have created the perfect storm for customer service - and companies need to get it right or suffer the very public consequences.” How to win this challenge? According to Forrester’s Megan Burns, “Enjoyable experiences are the first step to creating emotional connections with customers.” And for Vision 33’s Carl B. Lewis, it comes down to one key factor: “Like it or not, good business is still personal.” For a reality check on how to keep ‘em coming back for more, tune in as these experts are joined by Teradata’s Alan Chow, Freshbooks’ Saul Colt, and Virtual Graffiti’s Hillel Sackstein for case studies from the customer’s perspective. Pour a cup and join us for Love Thy Customer: What have you done for them lately? VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY Add to Calendar
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