Smarter Services podcast: Recent Episodes
John Carroll
Welcome to the Service Council's Smarter Services Podcast where John Carroll and his guests will share real world lessons and experiences designed to help you build a successful service strategy, delight your customers, and make a greater impact for your business. Our goal is that you'll learn it, use it, and share it.
Today's conversation is with Shep Hyken, a world renown customer service expert, speaker and author. Shep specializes in customer service, loyalty, engagement and customer experience.
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Shep 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, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.
The Center for Services Leadership (CSL) in the W. P. Carey School of Business at Arizona State University is "opening worlds of opportunity through the science of service." Listen to the podcast discussion between Service Council's Chris Gera and CSL executive director Thomas Hollmann to learn what the science of service means for service innovation.
Thomas Hollmann is the Executive Director for the Center for Services Leadership in the W. P. Carey School of Business at Arizona State University and is also Clinical Associate Professor of Marketing Thomas’ work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker, Xerox, and as an executive at Sun Life Financial. His research interests include Services Science, with a focus on B2B, service analytics, and Relationship Marketing, with a particular interest in relationship outcomes (profitability, customer equity, defection, retention, satisfaction, etc.). His research has appeared in the Journal of the Academy of Marketing Science, the Journal of Business and Industrial Marketing and several leading marketing and services conferences. He has received research grants and awards from the Center for Innovation Management Studies, Xerox, IBM, and the Center for Services Leadership. Thomas has consulted with a range of Fortune 500 firms and he received awards for his teaching at Arizona State University and at NC State. Thomas earned a Ph.D. in Marketing from Arizona State University.
Brian is the CEO of Janus Logistics Technologies (JLT). Join us in today's podcast as Brian share how JLT's innovative software platform redefines Service Parts Logistics..and in his own words how ...“The supply chain can drive customer delight, and growth on the top line”
Prior to JLT, Brian served in various senior operational roles at Honeywell, United Technologies, and NCR. Since 2014, he has focused on privately held companies including the founding of JLT in 2017.
Gary York, CEO of HelpLightning is our guest to talk about Merged Reality...in this episode we discuss the capabilities, value and experience you can leverage to dramatically improve your service delivery, CX, ease of engagement while delivering more uptime to your customers. If your looking for ways to better connect with your customer, improve first time fix rates, deliver skilled service techs faster...then this is a discussion you can't afford to miss. Listen, Use and Share!...
Join our conversation today with Eric Reisner a the North American VP & GM for Hobart Service. Eric has spent 30 year working in Service and Leading Service Teams across a number of brands and industries. Today we dive into how they are building the workforce for their future...we also talk technology and how Hobart is innovating from reactive service to proactive on their way to predictive. And finally we touch on sales disciplines that drive "team" success...throughout Eric shares what's working for them, what they are learning and more important...encouragement to get anyone else started...Spend 35 mins with us and learn it, use it, share it!
Join me in a conversation with a remarkable Service Leader Charles Hughes, Vice President of Technical Site Services for Acuative, where he leads a team that delivers world class technology solutions including field service support, project implementation and IT solutions designed to enable success across the customer base.
In today's conversation we focus on the future of service...the emerging trends towards outcome based experiences, customers real time connection with their equipment and providers, and how companies can take a strategy of delivering service through its People(Generational Differences), Technology(Accelerating Innovation), Process(Change Management) and Data(Big Data). And consolidating that into regular and consistent innovation across your organization, leadership teams, customers and the market you're serving.