Chip Chat On Customer Service: Recent Episodes
Chip Rohde
Chip brings together the most inspirational thought-leaders in the customer service industry to have light & lively conversations that will enhance your business knowledge and challenge conventional wisdom. Chip has more than 35 years of experience in this field and is well-known in the industry as an expert on customer service, business relationships, and client success. Each episode will either feature a unique guest or special AMA sessions with Chip himself. On with the show!!!
In today's episode Chip and Adrian discuss the following topics:
- Striving for excellence in the restaurant industry and in the City of Detroit
- How to implement a customer service strategy for a major city
- Importance of the Improve Detroit app
- How and why to become an Ambassador of Detroit
Mentioned in the episode:
- Meet Adrian Tonon
- Improve Detroit app
- Cafe Cortina
To Contact Adrian:
To Contact Chip:
- Email: TheChipChatPodcast@gmail.com
Since they sold their popular wine brand Michael Houlihan & Bonnie Harvey have dedicated themselves to helping others achieve the same success without suffering through the same mistakes that they made. They started in a laundry room of a rented farmhouse in the Sonoma County hills and ended up in the boardroom of the world’s largest winery. They were under capitalized and lacked knowledge of their industry. They were forced to become resourceful, develop and utilize soft skills, forge long term relationships with strategic allies, and practice an extended view of customer service.
Because they couldn’t afford commercial advertising, they developed what they called, “Worthy Cause Marketing”. They supported hundreds of small non-profits in the neighborhoods surrounding the stores where their products were sold. They hoped to give the members of those non-profits a social reason to buy their products.
Their Customer Care people were transformed from “complaint resolution” to “customer intel”. Today they help companies develop formal lines of communication between Customer Care and Marketing, R&D, and Production to keep their products and services relevant and competitive. Barefoot is now the #1 Wine Brand in the world.
In this episode we discuss the following:
- How bankruptcy turned into opportunity and led to the creation of Barefoot Wines
- An example of how a great idea came from an unlikely source
- Going the extra mile in supporting nonprofits in your business strategy
- How to motivate employees and structure a customer service organization
Mentioned in the show:
The Barefoot Spirit Audiobook
Entrepreneurial Speaking Reel
SOCAP
Barefoot Wines
To Contact Michael:
www.thebarefootspirit.com
To Contact Chip:
Email: TheChipChatPodcast@gmail.com
Facebook: The Chip Chat Podcast
Instagram: The Chip Chat Podcast
"Open your doors. Invite anybody and everybody and have them sit with your frontline teams". - Jim Moloney
Key topics covered in today's episode with Jim:
- Why customer service matters in B2B
- How to gain a strategic advantage vs. your competitors
- Working with senior leadership on your customer service strategy
- The importance of having leadership sit with frontline teams
- Social media's impact on customer service
Mentioned in Show:
Navistar
SOCAP
To contact Chip:
Email: TheChipChatPodcast@gmail.com
Facebook: The Chip Chat Podcast
Instagram: The Chip Chat Podcast
Operative Intelligence helps contact centers systematically improve customer experience and operational performance through powerful data and insights. And I'm excited to sit down with its CEO, Peter Iansek. Today we discuss a variety of topics including:
- Advice on getting leaders to take action on customer success analytics
- Making sense of millions of customer interactions to tell the story through automation
- How to solve problems and improve ROI by asking "why"
Mentioned in the show:
Operative Intelligence
SOCAP
To contact Peter:
Peter@OperativeIntelligence.com
To contact Chip:
Email: TheChipChatPodcast@gmail.com
Facebook: The Chip Chat Podcast
Instagram: The Chip Chat Podcast
In this episode of the podcast, I'm the one in the hot seat. My daughter, Carolyn, is taking over the mic and asking me about my experience in the industry, my passion for customer service, and valuable advice I've received in my career. We talk about Amazon's dedication to its customers, the rise of chatbots, and how a blizzard in Canada led to a new client and lifelong friend.
If you have questions for me and would like them answered on a future AMA episode, please see the links below for contact info. And if you're enjoying the content please rate the show, tell a friend and subscribe!
Mentioned in the show:
ContactUS
Contact Chip:
E-mail: TheChipChatPodcast@gmail.com
Instagram: @TheChipChatPodcast
Facebook: The Chip Chat Podcast
Website: TheChipChatPodcast.com
Lon Safko is a serial innovator, inventor, bestselling author, speaker, and good friend of mine.
He is an author of remarkable breadth, writing six innovative books, which have shown corporations how to train managers to think creatively, detailed the secrets of launching a successful online business, and many other topics. His latest book, “The Social Media Bible,” unlocks the mysteries of social media for business.
Lon is a remarkably creative person. He is the creator of the “First Computer To Save A Human Life”. That computer, along with 18 other inventions and more than 30,000 of Lon‘s papers, are in the Smithsonian in Washington, D.C. He has created numerous hardware and software solutions for the physically challenged, developed the first CAD software for civil engineers, and is also responsible for those handy little Tool-Tips help-balloon pop-ups!
Key topics discussed in today's conversation:
- How to incorporate artificial intelligence into your customer service strategy
- What a great chatbot looks like, how to make it smarter, and why it's important for your business
- How to choose the right chatbot for your organization
- Why you need to monitor your social media channels
Mentioned in the Show:
- SOCAP
- The Social Media Bible
- Lon Safko Bio
To Contact Lon:
- Visit www.safko.com
To Contact Chip:
- E-mail: thechipchatpodcast@gmail.com
- Facebook: The Chip Chat Podcast
- Instagram: The Chip Chat Podcast
Today we chat with my very good friend Lisa Diehl, Manager of Consumer Advocacy at Blue Diamond Growers, the company behind Blue Diamond Almonds, Nut Thins, Almond Breeze, protein and baking mixes. Believe it or not, the company has been around since 1910!
Lisa shares some great tips on how to successfully respond to your customer, how to successfully launch a new product as a team effort with the rest of the company, plus exciting news about SOCAP -Society of Consumer Affairs Professionals in Business - the authority for customer service!!!!! On with the show!
To contact Lisa Diehl:
- E-mail: LDiehl@bdgrowers.com
- LinkedIn: Lisa Diehl
- Twitter: LisaMarie11165
To contact Chip:
- E-mail: TheChipChatPodcast@gmail.com
- Facebook: @Chip Chat on Customer Service
- Instagram: @TheChipChatPodcast
Mentioned in the show:
- Carolina Reaper Almonds (grab the almond milk!!)
- SOCAP
- New product announcement
- Blue Diamond Growers
- Smokehouse Almonds
Welcome to the first edition of the Chip Chat on Customer Service podcast and thank you for listening!!
This episode covers the following questions:
- Who is Chip and what does he chat about?
- What will I learn from this podcast?
- How did Chip get the idea to start Chip Chat?
- How do I contact Chip?
Please subscribe to the show, follow us on social media and contact Chip directly with any questions, comments or content suggestions.
- Email: TheChipChatPodcast@gmail.com
- Instagram: @TheChipChatPodcast
- Facebook: Chip Chat on Customer Service
Join us next time for another light and lively discussion on customer service topics, issues and ideas! Thank you!