 Quote “I used to say I was stuck in an abusive relationship with American Airlines.”  My first experience with an American Airline - is this the norm? Airlines are notoriously hated Was it the same customer experience regardless of which country the airline is from? How many different airlines have you used while jet setting? waitingforservice #customerexperience #customerservice #amastenumah

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You are punished for loyalty

Shauna and Amas continue the conversation and laughs while discussing Waiting for Service.  Is the start up cost of setting up good customer service always the sticking point? ROI of customer service American vs British customer service

The ROI of customer service is dubious

“Your customer service experience isn’t bad by accident. Most of it was intentionally built to be mediocre.” Shauna and Amas discuss his new book Waiting for Service. Enjoy the insights delivered with humor and get your signed copy at: https://www.betterexperiencegroup.com/product/waiting-for-service/ #waitingforservice #customerservice #customerexperience #amastenumah 

Bad Customer Service happens on purpose

Amas has a great conversation with world renown author and keynote speaker Steven Van Bellghem. You will enjoy hearing about: The evolution of customer experience The new customer expectation What is the next great development in regards to customer experience And much more. Learn more about... Amas: https://www.amastenumah.com/ Steven: https://www.stevenvanbelleghem.com/

Evolution of Customer experience with Steven Bellghem

The conversation continues with those crazy people guys, Brian and Ted from 5th Talent.  In part two they discuss: The methodology to getting the human to human challenge right It's not the ping pong table, pizza party or even higher wages so what is it? What makes a person want to flip burgers for less money rather than work in the contact center And much more Learn more about Brian: https://www.linkedin.com/in/briankearney-meaningfulwork/ Learn more about Ted:                   https://www.linkedin.com/in/tnardin/  

#93 Being a Service Agent can be better we will show you how

Amas visits with Brian Kearney and Ted Nardin, founders of 5th Talent for two great discussions. In this first one, they discuss the following: The disconnect between what companies say and how they actually treat their people  They discuss whether or not the contact center job a worthwhile job How does getting the human to human piece right actually benefit you? And much more Learn more about Brian: https://www.linkedin.com/in/briankearney-meaningfulwork/ Learn more about Ted:                   https://www.linkedin.com/in/tnardin/  

#92 Being a service employee still sucks and how to fix it

This week Amas and Bob take a look forward to the opportunities of 2021: Contact centers may end as we know them Companies may start to focus on service in a new way What will 2021 mean for AI? Learn more about Amas Tenumah Learn more about Bob Furniss  

#91 - Looking ahead in 2021

Amas and Bob take a look back at 2020 and discuss: The Bromance is real The biggest positives for the industry last year Cloud telephony  Being more thoughtful about the DNA of your company  and much more.  Learn more about Amas Tenumah Learn more about Bob Furniss

#90 - 2020 in Review

Amas and Bob are back together to discuss the most difficult job in any company and why: They illustrate what life in a call center looks like One uncomfortable challenge for male supervisors How socioeconomic factors impact call centers  A direct message for call center executives And much more! Learn more about Amas Tenumah Learn more about Bob Furniss

#89 The most difficult job in your company is in the contact center

Tune in to hear a great conversation with Amas and Luke Anderson as they discuss the following: What exactly is "Customer Experience"? Is the chief customer officer a real role? What are companies actually doing to improve 'Customer Experience'? Can technology really help the experience of the customer? How can technology help service employees? And much more.   Learn more about Luke Anderson Learn more about Amas Tenumah  

#87 What Customer Experience actually means in the real world

Amas and Bob have engaging conversation about communities.  Here are a few topics you will hear about: Should communities be a tool in your self service toolbox? Hear how a few companies have made communities work for them How do I migrate people into your community from the social network built communities? If you want to know how to get the most out of the community tool, listen to this podcast.  Learn more about Amas Tenumah Learn more about Bob Furniss    

#88 How communities can help your customer service

The discussion on chatbots continues this week.  After a quick recap, you will learn more about: The difference between a chatbot and an expanded knowledgebase What makes a good chatbot? Is your chatbot authenticated? Just like a human, a chatbot has its limits, plan handoffs And so much more. Learn more about Amas Tenumah Learn more about Bob Furniss  

#86 The chatbot discussion part II

In this episode Amas and Bob discuss the following: Are chatbots delivering what they promised? Chatbots don't work well without one thing and Bob tells you exactly what that is. You will hear key tips to designing more effective chatbots. Just like pets and kids, chatbots need care and feeding. Should you be transparent about using a chatbot or more subtle? And much more... Learn more about Amas Tenumah Learn more about Bob Furniss  

#85 Let's talk chatbots

Amas and Chris have an insightful conversation about: Who really designs brand promise? What causes the gap between what is expected and what is delivered? How do you measure the gap? The real work to fulfill brand promise is internal. And Much More  Learn more about Amas  Learn more about Chris 

#84 Fulfilling your brand promise

Amas and Bob continue the discussion about social media channels and take a deeper look at operationalizing social media care.  They discuss: Whether or not you should have to be on every social media channel your customers are on? TikTok for Service? Your organization voice on social media How important is a channel transition plan? Measuring success on social media And much more... Learn more about Amas Tenumah Learn more about Bob Furniss

#83 Operationalizing social media care

You can't escape customer experience, the best place to learn how to improve customer experience and customer service is on Amas Tenumah's Show.

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