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Pat Perdue's Customer Experience Podcast

Pat Perdue

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Pat Perdue's Customer Experience Podcast
Pat Perdue's Customer Experience Podcast

Pat Perdue's Customer Experience Podcast

Pat Perdue

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0
Plays
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Pat Perdue’s Customer Experience Podcast

Latest Episodes

Raymond Reddy – Co-founder and CEO of Ritual, on how Adding Digital to Your Business Makes the Human to Human Experience Better

Today’s guest is Raymond Reddy, co-founder and CEO of the highly successful Ritual – which enables social ordering from restaurants in major cities across North America, The UK, and Australia. In this wide-ranging conversation, we talk about: a) How digital in traditionally non-digital industries, like food pick-up and delivery, can have a transformative effect on the overall customer experience. b) How digital ordering is transforming the fundamental design of the restaurant, and how Ritual helps their restaurant partners create space that maximizes flow, prevents line-ups, and improves the in-store customer experience. c) How specific, customer-by-customer, and order-by-order data, can help restaurants survive in hyper-competitive markets, and how working with Ritual can help them. d) Much, much more… About Our Guest, Raymond Reddy Raymond Reddy is the co-founder and CEO of Ritual. Prior to Ritual, Ray co-founded the mobile commerce company PushLife. In 2011, Google purchased P...

42 MIN2 w ago
Comments
Raymond Reddy – Co-founder and CEO of Ritual, on how Adding Digital to Your Business Makes the Human to Human Experience Better

Ash Anil – How Technical Safety BC, a Public Sector Organization (i.e. the government), Focuses on Customer Experience and Why it Pays Off

Today’s guest, Ash Anil, is Business Leader at Technical Safety BC.. Why is a government organization on a podcast talking about Customer Experience? Turns out focusing on Customer Experience is also good government. Specifically we learn: a) How focusing on Customer Experience can literally save lives. b) How Technical Safety B.C. dramatically increased customer satisfaction scores through digitization of common forms and documentation required for compliance. c) How Technical Safety B.C. continues to innovate for all of its customers in spite of the wide range of technical adoption (some don’t have email, for example). d) How Technical Safety BC maintains a spirit of innovation that is radically focused on adding customer value. e) Much, much more…. About our Guest, Ash Anil Ashutosh Anil has been an innovation leader in the customer experience, product & service industry for almost 2 decades, supporting global organizations such as Best Buy, ADP Canada, Rogers Communications, ...

31 MINAPR 29
Comments
Ash Anil – How Technical Safety BC, a Public Sector Organization (i.e. the government), Focuses on Customer Experience and Why it Pays Off

Bruce Simpson, co-founder of SwitchGear Consulting and Trusted Co-pilot for Large-scale Change: The Adoption / Innovation Paradox and How to Avoid It

One of the big challenges in Customer Experience is managing all of the changing initiatives that are simply a way of life among competitive companies today. There is huge pressure at all levels of just about every organization to innovate. Do something new. The pressure to constantly innovate has become business as usual. With every department on the hook to be innovative, they end up tripping over each other and negatively impact the customer experience in unforeseen ways. Our Guest, Bruce Simpson Our guest today, Bruce Simpson, knows a lot about helping companies manage the change that comes from a culture of constant innovation. As partner and co-founder of SwitchGear Consulting, Bruce has spent the past 15 years as a trusted co-pilot for BIG change, helping leaders who are not only trying to change culture and elevate performancebut have realized they need a make-over on how they work and even how their people think. In This Episode We Discuss: a) How to recognize when our orga...

30 MINFEB 14
Comments
Bruce Simpson, co-founder of SwitchGear Consulting and Trusted Co-pilot for Large-scale Change: The Adoption / Innovation Paradox and How to Avoid It

Gary Edwards from Golfdale Consulting: When the DATA shows that doing LESS Customer Service provides a BETTER overall Customer Experience.

What happens when a data whiz teams up with a policy and communications guru? Turns out it’s a very happy marriage – both literally and figuratively in a customer experience and business sense. My guest today, Gary Edwards, is ½ of Golfdale Consulting. Here’s why I wanted you to meet Golfdale, and Gary. In This Episode We Discuss: a) How you may be doing too much customer service b) How being inspired by a high profile keynote speaker talking about over-the-top customer service might be the worst thing to happen to your Customer Experience initiative c) How public policy can have unintended consequences, negatively impacting your ability to deliver great CX to all of your customers, and what you can do about it. d) How understanding the distinction between “service” and “hospitality” can mean the difference between getting customer experience right, and driving your customers to the competition. e) Lots lots more…. About our Guest – Gary Edwards of Golfdale Consulting Gary...

40 MIN2018 SEP 26
Comments
Gary Edwards from Golfdale Consulting: When the DATA shows that doing LESS Customer Service provides a BETTER overall Customer Experience.

Stephen Hahn-Griffiths, from The Reputation Institute, shares the Value Customer Experience has on Brand Reputation

Can we draw a line between Customer Experience, a company’s overall reputation, and an organization’s overall business performance? While the answer is “yes,” just how specifically we can do that might surprise you. We all know that providing incredible Customer Experience is the right thing to do. This episode’s guest, Stephen Hahn-Griffiths, from The Reputation Institute, has the business case to back it up. In this episode we discuss: * The incredible value providing a consistent customer experience adds to your organization’s overall bottom line. * The importance of “predictive service” and how organizations that are mastering that are adding tremendous value by creating an experience that anticipates what their customers want. * Stephen announces the surprising, and not-so-surprising, leader in customer experience (a scoop for this podcast! Thank you Stephen!). It may surprise you at first, and then you’ll say, “Oh! Of course!” * In this world of tech-driven innovati...

32 MIN2018 SEP 7
Comments
Stephen Hahn-Griffiths, from The Reputation Institute, shares the Value Customer Experience has on Brand Reputation

Jeanne Bliss on her new book: Would You Do That to your Mother: The Make-Mom-Proud Standard for How to Treat Your Customers

This Week’s Guest,Jeanne Bliss This week I sat down with Jeanne Bliss, best selling author of I Love You More Than My Dog, Chief Customer Officer, Chief Customer Officer 2.0, and her latest book, Would You Do That to Your Mother, the Make-Mom-Proud Standard for How to Treat Your Customers. Warning – listening to this episode could seriously improve how your organization treats its customers! [bctt tweet=”Would how you treat your customers make your mother proud? Warning: Listening to this episode of Pat Perdue’s Customer Experience Podcast, featuring @JeanneBliss, may dramatically improve the way you treat your customers. #MakeMomProud!” username=”@patperdue”] Jeanne asks the question that gets to the heart of it: [bctt tweet=”Would you turn down your mom’s warranty claim 2 days after it expired? Probably not, but that’s how many companies treat their customers. Treating your customers like you would treat your mom provides a fabulous shorthand to get to the heart of the r...

31 MIN2018 MAY 17
Comments
Jeanne Bliss on her new book: Would You Do That to your Mother: The Make-Mom-Proud Standard for How to Treat Your Customers

Kate Ross Leblanc, and Katie Drechsel from Saje Wellness

Fair warning: You’re going to want to quit your job and go work at Saje Wellness once you listen to this episode. Great Interview I was thrilled to be able to speak to two powerhouses in retail and digital customer experience. Kate Ross LeBlanc is the co-founder and CEO of Saje Natural Wellness, and Katie Drechsel is VP of Marketing at Saje. Both are deeply passionate about delivering outrageous customer service. Connecting that to the online experience creates a truly seamless and absolutely enlightened overall customer experience. It’s worth visiting a Saje store just to experience the enthusiasm of the team as they show you how your life can be better through the healing power of natural oils. Visiting them online (Instragram, Twitter, or their stunning website), is to witness that passion translated into a digital experience. What’s Unique about this Episode As you’ll discover, both Kate and Katie find it nearly impossible to speak about the customer experience before the co...

37 MIN2017 JUL 3
Comments
Kate Ross Leblanc, and Katie Drechsel from Saje Wellness

Episode 9: Casper, The Sleep Company! Casper CX Expert Michael Kim on how the Casper Customer Experience revolutionized mattress buying, all before their 3rd birthday

Casper. The Sleep Company I’m really excited to share this conversation with Michael Kim, the Sr. Director of Customer Strategy and Planning for…Casper! The Sleep Company! I’m a huge fan of Casper, ever since they supported some of my favorite podcasts, including Grownups Read Things They Wrote as Kids (if you’re not familiar with that podcast, click on the link at the bottom of this note and take a listen, then subscribe. It’s hilarious, and totally addictive). So yeah I’m a customer, but I never accept any gifts from my clients. So if I tell you I think they’re awesome, it’s because I genuinely do think they’re awesome. My Guest Michael Kim, Senior Director of Customer Strategy and Planning at Casper [bctt tweet=”The same reason a customer buys from Casper,is the same reason an employee will want to work for Casper – Casper’s Michael Kim” username=”@CustExpPodcast”] As Casper’s Senior Director of Customer Strategy & Planning, Michael leads Casper’s customer experi...

28 MIN2017 APR 3
Comments
Episode 9: Casper, The Sleep Company! Casper CX Expert Michael Kim on how the Casper Customer Experience revolutionized mattress buying, all before their 3rd birthday

Peter Aceto, CEO of Tangerine Bank, shares his insights in keeping Tangerine Bank the leader in Client Experience

What’s Unique about This Episode… Our guest, Peter Aceto, is the President and CEO of Tangerine Bank. He was incredibly open about what it takes to foster genuine customer (or in their language, client) centricity in an organization. Not to give away the ending, but it’s not an easy thing to do (as you always hear me say, “If it was easy, more companies would be doing it.”). Peter shares insights into what it takes to actually walk the talk of customer experience, from design thinking, to his own level of accessibility within his organization, to how to create a culture that genuinely puts the client first. You’ll be glad you listened. More in this episode: * How Middle Managers Can Be Heard * The Business Case of Customer Experience * The Importance of Courageous Leadership * How Customer Experience isn’t just one initiative * Lots more! More About our Guest, Peter Aceto PeterAceto is the President and Chief Executive Officer of Tangerine Bank. His career with Tangerine (for...

38 MIN2017 FEB 27
Comments
Peter Aceto, CEO of Tangerine Bank, shares his insights in keeping Tangerine Bank the leader in Client Experience

Episode 7: Key lessons and takeaways from our first 6 episodes, featuring our guests Afshan, Shep, Jeanne, Mike, Arleen, and Doug

As this episode is published close to Thanksgiving, It’s only appropriate that I express my gratitude to my wonderful guests, as well as my listeners. Podcasting is a journey of sharing, and bringing together. I feel humbled at the support I’ve received. Thank you to all. These first 6 podcast episodes have been packed with information and insights, and I’d be remiss if I didn’t sum up what we’ve learned so far. Thank you to my guests for your insights. In addition, this episode has 5 key take-aways and action items you can use today to improve your customer experience In this Episode Afshan Kinder shares her vision of the role of the C-Suite in driving good customer experience within a company. She also shares her technique to allow executives to walk in the shoes of both the customers, and the front line agents. [bctt tweet=”Customer centric means starting with you. Are you customer oriented w/ your direct reports? – Afshan Kinder” username=”CustExpPodcast”] Shep Hyken s...

28 MIN2016 NOV 22
Comments
Episode 7: Key lessons and takeaways from our first 6 episodes, featuring our guests Afshan, Shep, Jeanne, Mike, Arleen, and Doug

Latest Episodes

Raymond Reddy – Co-founder and CEO of Ritual, on how Adding Digital to Your Business Makes the Human to Human Experience Better

Today’s guest is Raymond Reddy, co-founder and CEO of the highly successful Ritual – which enables social ordering from restaurants in major cities across North America, The UK, and Australia. In this wide-ranging conversation, we talk about: a) How digital in traditionally non-digital industries, like food pick-up and delivery, can have a transformative effect on the overall customer experience. b) How digital ordering is transforming the fundamental design of the restaurant, and how Ritual helps their restaurant partners create space that maximizes flow, prevents line-ups, and improves the in-store customer experience. c) How specific, customer-by-customer, and order-by-order data, can help restaurants survive in hyper-competitive markets, and how working with Ritual can help them. d) Much, much more… About Our Guest, Raymond Reddy Raymond Reddy is the co-founder and CEO of Ritual. Prior to Ritual, Ray co-founded the mobile commerce company PushLife. In 2011, Google purchased P...

42 MIN2 w ago
Comments
Raymond Reddy – Co-founder and CEO of Ritual, on how Adding Digital to Your Business Makes the Human to Human Experience Better

Ash Anil – How Technical Safety BC, a Public Sector Organization (i.e. the government), Focuses on Customer Experience and Why it Pays Off

Today’s guest, Ash Anil, is Business Leader at Technical Safety BC.. Why is a government organization on a podcast talking about Customer Experience? Turns out focusing on Customer Experience is also good government. Specifically we learn: a) How focusing on Customer Experience can literally save lives. b) How Technical Safety B.C. dramatically increased customer satisfaction scores through digitization of common forms and documentation required for compliance. c) How Technical Safety B.C. continues to innovate for all of its customers in spite of the wide range of technical adoption (some don’t have email, for example). d) How Technical Safety BC maintains a spirit of innovation that is radically focused on adding customer value. e) Much, much more…. About our Guest, Ash Anil Ashutosh Anil has been an innovation leader in the customer experience, product & service industry for almost 2 decades, supporting global organizations such as Best Buy, ADP Canada, Rogers Communications, ...

31 MINAPR 29
Comments
Ash Anil – How Technical Safety BC, a Public Sector Organization (i.e. the government), Focuses on Customer Experience and Why it Pays Off

Bruce Simpson, co-founder of SwitchGear Consulting and Trusted Co-pilot for Large-scale Change: The Adoption / Innovation Paradox and How to Avoid It

One of the big challenges in Customer Experience is managing all of the changing initiatives that are simply a way of life among competitive companies today. There is huge pressure at all levels of just about every organization to innovate. Do something new. The pressure to constantly innovate has become business as usual. With every department on the hook to be innovative, they end up tripping over each other and negatively impact the customer experience in unforeseen ways. Our Guest, Bruce Simpson Our guest today, Bruce Simpson, knows a lot about helping companies manage the change that comes from a culture of constant innovation. As partner and co-founder of SwitchGear Consulting, Bruce has spent the past 15 years as a trusted co-pilot for BIG change, helping leaders who are not only trying to change culture and elevate performancebut have realized they need a make-over on how they work and even how their people think. In This Episode We Discuss: a) How to recognize when our orga...

30 MINFEB 14
Comments
Bruce Simpson, co-founder of SwitchGear Consulting and Trusted Co-pilot for Large-scale Change: The Adoption / Innovation Paradox and How to Avoid It

Gary Edwards from Golfdale Consulting: When the DATA shows that doing LESS Customer Service provides a BETTER overall Customer Experience.

What happens when a data whiz teams up with a policy and communications guru? Turns out it’s a very happy marriage – both literally and figuratively in a customer experience and business sense. My guest today, Gary Edwards, is ½ of Golfdale Consulting. Here’s why I wanted you to meet Golfdale, and Gary. In This Episode We Discuss: a) How you may be doing too much customer service b) How being inspired by a high profile keynote speaker talking about over-the-top customer service might be the worst thing to happen to your Customer Experience initiative c) How public policy can have unintended consequences, negatively impacting your ability to deliver great CX to all of your customers, and what you can do about it. d) How understanding the distinction between “service” and “hospitality” can mean the difference between getting customer experience right, and driving your customers to the competition. e) Lots lots more…. About our Guest – Gary Edwards of Golfdale Consulting Gary...

40 MIN2018 SEP 26
Comments
Gary Edwards from Golfdale Consulting: When the DATA shows that doing LESS Customer Service provides a BETTER overall Customer Experience.

Stephen Hahn-Griffiths, from The Reputation Institute, shares the Value Customer Experience has on Brand Reputation

Can we draw a line between Customer Experience, a company’s overall reputation, and an organization’s overall business performance? While the answer is “yes,” just how specifically we can do that might surprise you. We all know that providing incredible Customer Experience is the right thing to do. This episode’s guest, Stephen Hahn-Griffiths, from The Reputation Institute, has the business case to back it up. In this episode we discuss: * The incredible value providing a consistent customer experience adds to your organization’s overall bottom line. * The importance of “predictive service” and how organizations that are mastering that are adding tremendous value by creating an experience that anticipates what their customers want. * Stephen announces the surprising, and not-so-surprising, leader in customer experience (a scoop for this podcast! Thank you Stephen!). It may surprise you at first, and then you’ll say, “Oh! Of course!” * In this world of tech-driven innovati...

32 MIN2018 SEP 7
Comments
Stephen Hahn-Griffiths, from The Reputation Institute, shares the Value Customer Experience has on Brand Reputation

Jeanne Bliss on her new book: Would You Do That to your Mother: The Make-Mom-Proud Standard for How to Treat Your Customers

This Week’s Guest,Jeanne Bliss This week I sat down with Jeanne Bliss, best selling author of I Love You More Than My Dog, Chief Customer Officer, Chief Customer Officer 2.0, and her latest book, Would You Do That to Your Mother, the Make-Mom-Proud Standard for How to Treat Your Customers. Warning – listening to this episode could seriously improve how your organization treats its customers! [bctt tweet=”Would how you treat your customers make your mother proud? Warning: Listening to this episode of Pat Perdue’s Customer Experience Podcast, featuring @JeanneBliss, may dramatically improve the way you treat your customers. #MakeMomProud!” username=”@patperdue”] Jeanne asks the question that gets to the heart of it: [bctt tweet=”Would you turn down your mom’s warranty claim 2 days after it expired? Probably not, but that’s how many companies treat their customers. Treating your customers like you would treat your mom provides a fabulous shorthand to get to the heart of the r...

31 MIN2018 MAY 17
Comments
Jeanne Bliss on her new book: Would You Do That to your Mother: The Make-Mom-Proud Standard for How to Treat Your Customers

Kate Ross Leblanc, and Katie Drechsel from Saje Wellness

Fair warning: You’re going to want to quit your job and go work at Saje Wellness once you listen to this episode. Great Interview I was thrilled to be able to speak to two powerhouses in retail and digital customer experience. Kate Ross LeBlanc is the co-founder and CEO of Saje Natural Wellness, and Katie Drechsel is VP of Marketing at Saje. Both are deeply passionate about delivering outrageous customer service. Connecting that to the online experience creates a truly seamless and absolutely enlightened overall customer experience. It’s worth visiting a Saje store just to experience the enthusiasm of the team as they show you how your life can be better through the healing power of natural oils. Visiting them online (Instragram, Twitter, or their stunning website), is to witness that passion translated into a digital experience. What’s Unique about this Episode As you’ll discover, both Kate and Katie find it nearly impossible to speak about the customer experience before the co...

37 MIN2017 JUL 3
Comments
Kate Ross Leblanc, and Katie Drechsel from Saje Wellness

Episode 9: Casper, The Sleep Company! Casper CX Expert Michael Kim on how the Casper Customer Experience revolutionized mattress buying, all before their 3rd birthday

Casper. The Sleep Company I’m really excited to share this conversation with Michael Kim, the Sr. Director of Customer Strategy and Planning for…Casper! The Sleep Company! I’m a huge fan of Casper, ever since they supported some of my favorite podcasts, including Grownups Read Things They Wrote as Kids (if you’re not familiar with that podcast, click on the link at the bottom of this note and take a listen, then subscribe. It’s hilarious, and totally addictive). So yeah I’m a customer, but I never accept any gifts from my clients. So if I tell you I think they’re awesome, it’s because I genuinely do think they’re awesome. My Guest Michael Kim, Senior Director of Customer Strategy and Planning at Casper [bctt tweet=”The same reason a customer buys from Casper,is the same reason an employee will want to work for Casper – Casper’s Michael Kim” username=”@CustExpPodcast”] As Casper’s Senior Director of Customer Strategy & Planning, Michael leads Casper’s customer experi...

28 MIN2017 APR 3
Comments
Episode 9: Casper, The Sleep Company! Casper CX Expert Michael Kim on how the Casper Customer Experience revolutionized mattress buying, all before their 3rd birthday

Peter Aceto, CEO of Tangerine Bank, shares his insights in keeping Tangerine Bank the leader in Client Experience

What’s Unique about This Episode… Our guest, Peter Aceto, is the President and CEO of Tangerine Bank. He was incredibly open about what it takes to foster genuine customer (or in their language, client) centricity in an organization. Not to give away the ending, but it’s not an easy thing to do (as you always hear me say, “If it was easy, more companies would be doing it.”). Peter shares insights into what it takes to actually walk the talk of customer experience, from design thinking, to his own level of accessibility within his organization, to how to create a culture that genuinely puts the client first. You’ll be glad you listened. More in this episode: * How Middle Managers Can Be Heard * The Business Case of Customer Experience * The Importance of Courageous Leadership * How Customer Experience isn’t just one initiative * Lots more! More About our Guest, Peter Aceto PeterAceto is the President and Chief Executive Officer of Tangerine Bank. His career with Tangerine (for...

38 MIN2017 FEB 27
Comments
Peter Aceto, CEO of Tangerine Bank, shares his insights in keeping Tangerine Bank the leader in Client Experience

Episode 7: Key lessons and takeaways from our first 6 episodes, featuring our guests Afshan, Shep, Jeanne, Mike, Arleen, and Doug

As this episode is published close to Thanksgiving, It’s only appropriate that I express my gratitude to my wonderful guests, as well as my listeners. Podcasting is a journey of sharing, and bringing together. I feel humbled at the support I’ve received. Thank you to all. These first 6 podcast episodes have been packed with information and insights, and I’d be remiss if I didn’t sum up what we’ve learned so far. Thank you to my guests for your insights. In addition, this episode has 5 key take-aways and action items you can use today to improve your customer experience In this Episode Afshan Kinder shares her vision of the role of the C-Suite in driving good customer experience within a company. She also shares her technique to allow executives to walk in the shoes of both the customers, and the front line agents. [bctt tweet=”Customer centric means starting with you. Are you customer oriented w/ your direct reports? – Afshan Kinder” username=”CustExpPodcast”] Shep Hyken s...

28 MIN2016 NOV 22
Comments
Episode 7: Key lessons and takeaways from our first 6 episodes, featuring our guests Afshan, Shep, Jeanne, Mike, Arleen, and Doug