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The Customer Edge with Game Changers, Presented by SAP

The Customer Edge with Game Changers, Presented by SAP

Wednesday at 12 Noon Pacific

November 05th 2014:Back to School: Lessons in Customer Service

The buzz: Customer service. Many companies are in the Customer Service Hall of Shame for less-than-stellar practices, from harassing customers trying to cancel a service to fining someone for a bad Yelp review. It’s time to go back to school to revisit modern fundamentals of exceptional customer service: social channels for engagement, an efficient self-service model, and making customer service the heart of your marketing and brand experience. The experts speak. Shep Hyken, Customer Service Expert: “Customer service is not a department. It is a philosophy to be embraced by every person in any

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Featured Guests

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Shep Hyken

Shep Hyken, CSP, CPAE is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller, and, his latest book, Amaze Every Customer Every Time. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.
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Robin Fray Carey

Robin Fray Carey founded Social Media Today LLC, a media company which brings together many of the world’s best thinkers about business and policy topics, in 2007. Prior to that, she ran her own media consulting company for 16 years, and worked with Time Inc, Newsweek, BusinessWeek and Ziff-Davis. She leads a team that curates web-based content about social media and other topics, speaks frequently about social media and business, and is an advisor to Social Week and to the Society for New Communications Research. Social Media Today’s sites and events have been the recipient of numerous awards and recognition, including a Shorty Award for Best Green Site and a Society for New Communicatio
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Kai Petzelt

Kai Petzelt is Senior Director of product marketing at SAP, responsible for the creation and communication of messaging and positioning for the CRM solutions portfolio for the Customer Service line of business. Kai has accumulated 20 years of experience in marketing, strategy and business management positions across high-tech, chemicals and life sciences in multinational corporations across Europe and North America. Kai is a frequent speaker at industry events and webinars and blogs regularly about all things related to customer engagement. A native of Germany, Kai is now a Silicon Valley transplant.
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https://www.voiceamerica.com/show/2369/the-customer-edge-with-game-changers-presented-by-sap The Customer Edge with Game Changers, Presented by SAP https://www.voiceamerica.com/show/2369/the-customer-edge-with-game-changers-presented-by-sap The buzz: Customer service. Many companies are in the Customer Service Hall of Shame for less-than-stellar practices, from harassing customers trying to cancel a service to fining someone for a bad Yelp review. It’s time to go back to school to revisit modern fundamentals of exceptional customer service: social channels for engagement, an efficient self-service model, and making customer service the heart of your marketing and brand experience. The experts speak. Shep Hyken, Customer Service Expert: “Customer service is not a department. It is a philosophy to be embraced by every person in any position within an organization.” Robin Fray Carey, Social Media Today: “I am not bound to win, but I am bound to be true” (Abraham Lincoln). Kai Petzelt, SAP: “Businesses are no longer the sole creator of a brand; it is co-created by consumers through shared experiences and defined by…online searches and conversations” (Brian Solis). Join us for Back to School: Lessons in Customer Service. VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY Add to Calendar
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