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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

May 02nd 2012:Great Customer Service: Is Your Call Center Missing the Obvious?

Put on your consumer hat for a minute. Does your personal favorite customer service horror story end with how easily the offending company could have made your experience a dream, instead of a nightmare? Now put on your business hat. If you’ve heard such a tale of woe about your own company, do you know why? SAP’s Anthony Leaper believes it’s about the people you hire. “Are they emotionally attached to your brand and to the customer impression you want to leave behind?” Author Becky Carroll observes, “Customer service needs an extreme makeover. It's time to stop viewing customer service as

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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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Esteban Kolsky

Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on customer strategies. He has spent over 22 years in customer service and CRM consulting, research, and advisory services. During his eight years at Gartner, he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). He also researched and wrote on the social networking topics that led to today’s revolution, and assisted Fortune 500 and Global 2,000 organizations in CRM deployments. Mr. Kolsky now advises vendors and organizations how to extend customer interactions from the CRM niche to the entire organization to become Social Businesses.
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Anthony Leaper

Anthony Leaper is a software, marketing and sales enthusiast, currently heading the Business Development of SAP’s Enterprise Social Business Organization. With a personal, almost manic, bias to exceed his customers’ expectation, Anthony has the opportunity to influence and get software developed that helps SAP customers improve their customer insight and intimacy in a way that delights and exceeds their expectations Prior roles include leading Go to Market and Solution Management activities for the SAP CRM and Business Suite, and Head of CRM On Demand Product Management for EMEA at Oracle. Before Oracle’s acquisition of Siebel, he was Siebel’s Chief Technology Director for EMEA and was unive
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https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap 18/10/2017 08:00 18/10/2017 09:00 Coffee Break with Game-Changers, presented by SAP https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap Put on your consumer hat for a minute. Does your personal favorite customer service horror story end with how easily the offending company could have made your experience a dream, instead of a nightmare? Now put on your business hat. If you’ve heard such a tale of woe about your own company, do you know why? SAP’s Anthony Leaper believes it’s about the people you hire. “Are they emotionally attached to your brand and to the customer impression you want to leave behind?” Author Becky Carroll observes, “Customer service needs an extreme makeover. It's time to stop viewing customer service as a 'cost of doing business' and start viewing it as a key to ensuring business growth from existing customers.” Customer strategist Esteban Kolsky adds, “Becoming a beloved brand, the goal for most companies in the past 10-15 years, is no longer an objective; becoming a retained brand is.” Pour a cup and join us for food for thought on Great Customer Service: Is Your Call Center Missing the Obvious? VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY Add to Calendar
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