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Be What You Should Be - The Customer Centric Podcast

David Reid

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Be What You Should Be - The Customer Centric Podcast

Be What You Should Be - The Customer Centric Podcast

David Reid

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Plays
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About Us

With a focus on Central Eastern Europe (CEE), we discuss local and global trends in Customer (CX) and Employee (EX) Experience. ​Real tips, real experiences from real professionals!​Helping you to be what you should be!

Latest Episodes

Episode 8 - Ty Givens - Deflect Not Deter

On this episode we are joined by Ty Givens who is the CEO & Founder of The Workforce Pro inc. The WorkForce Pro are leaders in contact center success solutions. Through The Workforce Pro, Givens is known for her ability to save client’s millions in revenue, improve call answer rates by over 40% and increase productivity by over 30%. Ty is a trusted advisor to many high profile clients within the e-commerce, healthcare and retail space making her one of the most sought-after strategists for contact centers. Ty's strategic guidance played an integral part in the global success of Thrive Market and ShoeDazzle. Topics during the show include: An introduction to Ty and her love for customers The importance of focusing on CX in the contact centre space Retain your employees, retain your customers Staying human in the digital age Contact centres, the biggest opportunity for data collection and company improvement Understanding what your want you want your experience to be Ty's top 3 must do tips for customer experience greatness You can find out more about The Workforce Pro viahttps://www.theworkforcepro.com/ Should you wish to connect with with Ty, you can do so via LinkedIn https://www.linkedin.com/in/tybryantgivens/ or drop her a mail to ty@theworkforcepro.com

31 min2019 OCT 22
Comments
Episode 8 - Ty Givens - Deflect Not Deter

Episode 7 - Jan Hummel - Fruitisimo Live What You Love

On this episode we are joined by Jan Hummel who is the CEO & Founder of Fruitisimo and the Fruitisimo Group. Fruitisimo is the fruitiest bar near you! Despite its Italian-sounding name – through which the company demonstrates its passion for fruit – Fruitisimo is of Czech origin. The Fruitisimo brand is best expressed by its slogan LIVE WHAT YOU LOVE; which for them means health, active lifestyles, fun, smiles and passion. This is Fruitisimo’s key strength, or “secret recipe”. They are not about the fastest mixers or most powerful juicers, they are about people who love what they do and they want their customers to experience it on every visit. Fruitisimo was established 15 years ago and since the beginning has displayed consistently increasing growth in terms of both sales and store count. Over the past few years, Fruitisimo has gone from a small local company to a rapidly expanding mid-sized company which now operates in over 80 stores across Central and Eastern Europe, and are entering more European markets in the upcoming months. Topics during the show include: An introduction to Jan and how the story of how Fruitisimo has evolved Fruitisimo's mantra, live what you love and why the customer experience is so important for them The customer experience strategy and impact to growth Linking experience and emotion to the impact on revenue Employee experience, onboarding and their service with a smile guarantee Customer loyalty, including the customers into the future development of their brand Jan's top 3 must do tips for customer experience greatness You can find out more about Fruitisimo, their brand and stores viahttp://fruitisimogroup.com/ Should you wish to connect with with Christian, you can do so via LinkedIn https://www.linkedin.com/in/jan-hummel-fruitisimo/ or drop him a mail to jan.hummel@fruitismogroup.com

27 min2019 SEP 2
Comments
Episode 7 - Jan Hummel - Fruitisimo Live What You Love

Episode 6 - Christian Schneider - Connecting Emotion to Communication & Customer Loyalty

On this episode we are joined by Christian Schneider who is the Digital & Customer Experience Manager for the FCA Group (Fiat Chrysler Automobiles) in Austria. Fiat Chrysler Automobiles (FCA) designs, engineers, manufactures and sells vehicles and related parts, services and production systems worldwide. The Group operates 102 manufacturing facilities and 46 R&D centers; and it sells through dealers and distributors in more than 135 countries. FCA’s automotive brands include Abarth, Alfa Romeo, Chrysler, Dodge, Fiat, Fiat Professional, Jeep, Lancia, Ram, Maserati. The Group’s businesses also include Mopar (automotive parts and service), Comau (production systems) and Teksid (iron and castings). Topics during the show include: An introduction to Christian, his passion for cars and and his role at the FCA Group Customer first, a unified CRM and a dedicated CX team to help drive FCA forward Communication & understanding customer touch points on a 360 degree view The customer table, powered by the European CEO, linking CX activities to positive financial results The importance of Emotion in your business and why staying human in the digital age is critical Loyalty, keeping your customers and including them into the future development of your business Christian's top 3 must do tips for customer experience greatness You can find out more about FCA Group via https://www.fcagroup.com/ Should you wish to connect with with Christian, you can do so via LinkedIn https://www.linkedin.com/in/christian-schneider-131595108/ or drop him a mail to christian.schneider2@fcagroup.com

37 min2019 AUG 19
Comments
Episode 6 - Christian Schneider - Connecting Emotion to Communication & Customer Loyalty

Episode 5 - Radim Horák - The Zonky Experience, People Helping People

During this episode we are joined by Radim Horák who is the Customer Experience Manager for Zonky.cz Zonky are a Czech based company who have disrupted the market and are leading the way in peer to peer lending. Peer to peer lending is the practice of lending money to individuals or businesses through online services that match lenders with borrowers. Zonky's mantra is people helping people and this is evident in both their business model and their culture. Radim talks to us about how Zonky are putting both their customers and employees at the heart of all they do by including them into the growth and development of the products and services. Topics during the show include: An introduction to Zonky, their vision, what it means to be customer centric and why it is important for Zonky to differentiate An overview of Radim's role and how he is helping to push Zonky forward The culture of Zonky and why they include customers and employees into their design process Key measurements for customer experience success Radim's top 3 must do tips for customer experience greatness You can find out more about Zonky via https://zonky.cz/ Should you wish to connect with with Radim, you can do so via LinkedIn http://bit.ly/2YwZXOp or drop him a mail to radim.horak@zonky.cz

21 min2019 AUG 1
Comments
Episode 5 - Radim Horák - The Zonky Experience, People Helping People

Episode 4 - Steven McGuigan - An Evolution of CX at Monster.com

On today's episode we are joined by Steven McGuigan, Senior Director of Monster.com's European Customer Services. Monster.com is a global provider of recruitment solutions. Steven is a long standing member of the Monster.com team and helped build, lead and evolve the centre of excellence they have today in Brno, Czech Republic. Today Steven will take us through the journey which Monster Brno have encountered during the last 10+ years helping them to become an employer of choice in the local market in Brno, as they transformed into a centre of excellence providing support to local teams across Europe. Steven is a trusted and loved leader by his peers who truly puts his employees first, in turn providing a better service to Monster's customers. Steven is being what he should be! Topics covered today include: Why Monster decided to focus on Customer Experience and how it helped them evolve into a true centre of excellence What approaches are not utilised in terms of the approach CX in the workplace The importance of putting employees first Top 3 tips for customer experience greatness. You can find out more about Monster via: https://www.monster.com/ Here you can also find out about Monster in the Steven's local market of Czech Republic: https://www.monster.cz/ If you are interested to know about Monster Brno or perhaps browse open vacancies: https://www.monsterbrnocareers.com/ Steven can be contacted via via LinkedIn - https://www.linkedin.com/in/steven-mcguigan-33aa713/

29 min2019 JUL 12
Comments
Episode 4 - Steven McGuigan - An Evolution of CX at Monster.com

Episode 3 - Ian Golding - What is Customer Experience?

On today's episode we have Ian Golding who is an internationally renowned speaker and blogger on the subject of customer experience. Ian is also a founding member of the Customer Experience Professionals Association, www.cxpa.org , Ian is also the author of a worldwide book called Customer What? Today Ian will take us through his overview of what is customer experience and how it's evolved, as well as he'll be touching base on the master class that will be coming up in Prague in the Czech Republic in late July. Ian is a proven global CX specialist who is being what he should be :) Topics covered today include: What is customer experience, why should businesses care? Why is being different so important? How is Customer Experience evolving and both globally and locally across Central Eastern Europe? How does CEE compare to the western worlds of the US and the UK markets? Ian provides his top 3 tips for anyone who is just starting out in the world of customer experience You can find out more about Ian via his site: https://ijgolding.com/ Here you can also find out about his book: https://ijgolding.com/ians-book/ Some very useful information and tips can be found via his blog: https://ijgolding.com/blog/ Ian can be contacted via his site or via LinkedIn - https://www.linkedin.com/in/iangolding/ Interested in the Prague Customer Experience Masterclass? - https://czech.cxknowledgetransfer.com/ More info on the CXPA - https://www.cxpa.org/home

21 min2019 JUL 4
Comments
Episode 3 - Ian Golding - What is Customer Experience?

Episode 2 - Tomas Potmesil - 6 Pillars of Customer Experience & The Evolution of Customer Centric Companies in CEE

Tomas Potmesil is the Head of Customer Advisory at KPMG Prague, Czech Republic and is a member of the KPMG Global Customer Experience Center of Excellence. During the show Tomas discusses KPMG's internal methodology which focuses on the 6 pillars of customer excellence. This methodology helps KPMG to recognise top companies across several regions throughout Europe who are leading the way in customer experience initiatives. The 6 pillars are: Integrity Resolution Expectations Time & Effort Personalization Empathy Tomas also takes you through his simple formula which he follows when evaluating and improving customer experiences throughout his consulting engagements and discusses how the markets across CEE have been evolving in terms of customer centricity. The formula is: CI + CX => CE Customer Insight + Customer Experience => A Connected Enterprise You can find out more about the 6 pillars here: https://www.nejlepsi.cx/en/pillars You may find out more about the Top 100 Czech Republic...

33 min2019 JUN 26
Comments
Episode 2 - Tomas Potmesil - 6 Pillars of Customer Experience & The Evolution of Customer Centric Companies in CEE

Episode 1 - 5 Steps - Entry Into Customer Experience (CX) Management & The Brummie in Brno Introduction

Our introduction to the Be What You Should Be Customer Centric Podcast. Looking at why we are focusing on customer experience in the Central Eastern Europe region. As well as providing you with our top 5 high level tips to enter into customer experience management.

11 min2019 JUN 5
Comments
Episode 1 - 5 Steps - Entry Into Customer Experience (CX) Management & The Brummie in Brno Introduction
the END

Latest Episodes

Episode 8 - Ty Givens - Deflect Not Deter

On this episode we are joined by Ty Givens who is the CEO & Founder of The Workforce Pro inc. The WorkForce Pro are leaders in contact center success solutions. Through The Workforce Pro, Givens is known for her ability to save client’s millions in revenue, improve call answer rates by over 40% and increase productivity by over 30%. Ty is a trusted advisor to many high profile clients within the e-commerce, healthcare and retail space making her one of the most sought-after strategists for contact centers. Ty's strategic guidance played an integral part in the global success of Thrive Market and ShoeDazzle. Topics during the show include: An introduction to Ty and her love for customers The importance of focusing on CX in the contact centre space Retain your employees, retain your customers Staying human in the digital age Contact centres, the biggest opportunity for data collection and company improvement Understanding what your want you want your experience to be Ty's top 3 must do tips for customer experience greatness You can find out more about The Workforce Pro viahttps://www.theworkforcepro.com/ Should you wish to connect with with Ty, you can do so via LinkedIn https://www.linkedin.com/in/tybryantgivens/ or drop her a mail to ty@theworkforcepro.com

31 min2019 OCT 22
Comments
Episode 8 - Ty Givens - Deflect Not Deter

Episode 7 - Jan Hummel - Fruitisimo Live What You Love

On this episode we are joined by Jan Hummel who is the CEO & Founder of Fruitisimo and the Fruitisimo Group. Fruitisimo is the fruitiest bar near you! Despite its Italian-sounding name – through which the company demonstrates its passion for fruit – Fruitisimo is of Czech origin. The Fruitisimo brand is best expressed by its slogan LIVE WHAT YOU LOVE; which for them means health, active lifestyles, fun, smiles and passion. This is Fruitisimo’s key strength, or “secret recipe”. They are not about the fastest mixers or most powerful juicers, they are about people who love what they do and they want their customers to experience it on every visit. Fruitisimo was established 15 years ago and since the beginning has displayed consistently increasing growth in terms of both sales and store count. Over the past few years, Fruitisimo has gone from a small local company to a rapidly expanding mid-sized company which now operates in over 80 stores across Central and Eastern Europe, and are entering more European markets in the upcoming months. Topics during the show include: An introduction to Jan and how the story of how Fruitisimo has evolved Fruitisimo's mantra, live what you love and why the customer experience is so important for them The customer experience strategy and impact to growth Linking experience and emotion to the impact on revenue Employee experience, onboarding and their service with a smile guarantee Customer loyalty, including the customers into the future development of their brand Jan's top 3 must do tips for customer experience greatness You can find out more about Fruitisimo, their brand and stores viahttp://fruitisimogroup.com/ Should you wish to connect with with Christian, you can do so via LinkedIn https://www.linkedin.com/in/jan-hummel-fruitisimo/ or drop him a mail to jan.hummel@fruitismogroup.com

27 min2019 SEP 2
Comments
Episode 7 - Jan Hummel - Fruitisimo Live What You Love

Episode 6 - Christian Schneider - Connecting Emotion to Communication & Customer Loyalty

On this episode we are joined by Christian Schneider who is the Digital & Customer Experience Manager for the FCA Group (Fiat Chrysler Automobiles) in Austria. Fiat Chrysler Automobiles (FCA) designs, engineers, manufactures and sells vehicles and related parts, services and production systems worldwide. The Group operates 102 manufacturing facilities and 46 R&D centers; and it sells through dealers and distributors in more than 135 countries. FCA’s automotive brands include Abarth, Alfa Romeo, Chrysler, Dodge, Fiat, Fiat Professional, Jeep, Lancia, Ram, Maserati. The Group’s businesses also include Mopar (automotive parts and service), Comau (production systems) and Teksid (iron and castings). Topics during the show include: An introduction to Christian, his passion for cars and and his role at the FCA Group Customer first, a unified CRM and a dedicated CX team to help drive FCA forward Communication & understanding customer touch points on a 360 degree view The customer table, powered by the European CEO, linking CX activities to positive financial results The importance of Emotion in your business and why staying human in the digital age is critical Loyalty, keeping your customers and including them into the future development of your business Christian's top 3 must do tips for customer experience greatness You can find out more about FCA Group via https://www.fcagroup.com/ Should you wish to connect with with Christian, you can do so via LinkedIn https://www.linkedin.com/in/christian-schneider-131595108/ or drop him a mail to christian.schneider2@fcagroup.com

37 min2019 AUG 19
Comments
Episode 6 - Christian Schneider - Connecting Emotion to Communication & Customer Loyalty

Episode 5 - Radim Horák - The Zonky Experience, People Helping People

During this episode we are joined by Radim Horák who is the Customer Experience Manager for Zonky.cz Zonky are a Czech based company who have disrupted the market and are leading the way in peer to peer lending. Peer to peer lending is the practice of lending money to individuals or businesses through online services that match lenders with borrowers. Zonky's mantra is people helping people and this is evident in both their business model and their culture. Radim talks to us about how Zonky are putting both their customers and employees at the heart of all they do by including them into the growth and development of the products and services. Topics during the show include: An introduction to Zonky, their vision, what it means to be customer centric and why it is important for Zonky to differentiate An overview of Radim's role and how he is helping to push Zonky forward The culture of Zonky and why they include customers and employees into their design process Key measurements for customer experience success Radim's top 3 must do tips for customer experience greatness You can find out more about Zonky via https://zonky.cz/ Should you wish to connect with with Radim, you can do so via LinkedIn http://bit.ly/2YwZXOp or drop him a mail to radim.horak@zonky.cz

21 min2019 AUG 1
Comments
Episode 5 - Radim Horák - The Zonky Experience, People Helping People

Episode 4 - Steven McGuigan - An Evolution of CX at Monster.com

On today's episode we are joined by Steven McGuigan, Senior Director of Monster.com's European Customer Services. Monster.com is a global provider of recruitment solutions. Steven is a long standing member of the Monster.com team and helped build, lead and evolve the centre of excellence they have today in Brno, Czech Republic. Today Steven will take us through the journey which Monster Brno have encountered during the last 10+ years helping them to become an employer of choice in the local market in Brno, as they transformed into a centre of excellence providing support to local teams across Europe. Steven is a trusted and loved leader by his peers who truly puts his employees first, in turn providing a better service to Monster's customers. Steven is being what he should be! Topics covered today include: Why Monster decided to focus on Customer Experience and how it helped them evolve into a true centre of excellence What approaches are not utilised in terms of the approach CX in the workplace The importance of putting employees first Top 3 tips for customer experience greatness. You can find out more about Monster via: https://www.monster.com/ Here you can also find out about Monster in the Steven's local market of Czech Republic: https://www.monster.cz/ If you are interested to know about Monster Brno or perhaps browse open vacancies: https://www.monsterbrnocareers.com/ Steven can be contacted via via LinkedIn - https://www.linkedin.com/in/steven-mcguigan-33aa713/

29 min2019 JUL 12
Comments
Episode 4 - Steven McGuigan - An Evolution of CX at Monster.com

Episode 3 - Ian Golding - What is Customer Experience?

On today's episode we have Ian Golding who is an internationally renowned speaker and blogger on the subject of customer experience. Ian is also a founding member of the Customer Experience Professionals Association, www.cxpa.org , Ian is also the author of a worldwide book called Customer What? Today Ian will take us through his overview of what is customer experience and how it's evolved, as well as he'll be touching base on the master class that will be coming up in Prague in the Czech Republic in late July. Ian is a proven global CX specialist who is being what he should be :) Topics covered today include: What is customer experience, why should businesses care? Why is being different so important? How is Customer Experience evolving and both globally and locally across Central Eastern Europe? How does CEE compare to the western worlds of the US and the UK markets? Ian provides his top 3 tips for anyone who is just starting out in the world of customer experience You can find out more about Ian via his site: https://ijgolding.com/ Here you can also find out about his book: https://ijgolding.com/ians-book/ Some very useful information and tips can be found via his blog: https://ijgolding.com/blog/ Ian can be contacted via his site or via LinkedIn - https://www.linkedin.com/in/iangolding/ Interested in the Prague Customer Experience Masterclass? - https://czech.cxknowledgetransfer.com/ More info on the CXPA - https://www.cxpa.org/home

21 min2019 JUL 4
Comments
Episode 3 - Ian Golding - What is Customer Experience?

Episode 2 - Tomas Potmesil - 6 Pillars of Customer Experience & The Evolution of Customer Centric Companies in CEE

Tomas Potmesil is the Head of Customer Advisory at KPMG Prague, Czech Republic and is a member of the KPMG Global Customer Experience Center of Excellence. During the show Tomas discusses KPMG's internal methodology which focuses on the 6 pillars of customer excellence. This methodology helps KPMG to recognise top companies across several regions throughout Europe who are leading the way in customer experience initiatives. The 6 pillars are: Integrity Resolution Expectations Time & Effort Personalization Empathy Tomas also takes you through his simple formula which he follows when evaluating and improving customer experiences throughout his consulting engagements and discusses how the markets across CEE have been evolving in terms of customer centricity. The formula is: CI + CX => CE Customer Insight + Customer Experience => A Connected Enterprise You can find out more about the 6 pillars here: https://www.nejlepsi.cx/en/pillars You may find out more about the Top 100 Czech Republic...

33 min2019 JUN 26
Comments
Episode 2 - Tomas Potmesil - 6 Pillars of Customer Experience & The Evolution of Customer Centric Companies in CEE

Episode 1 - 5 Steps - Entry Into Customer Experience (CX) Management & The Brummie in Brno Introduction

Our introduction to the Be What You Should Be Customer Centric Podcast. Looking at why we are focusing on customer experience in the Central Eastern Europe region. As well as providing you with our top 5 high level tips to enter into customer experience management.

11 min2019 JUN 5
Comments
Episode 1 - 5 Steps - Entry Into Customer Experience (CX) Management & The Brummie in Brno Introduction
the END
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