Category Archive: Customer Service

Apr 05 2013

Employee Performance That Rocks

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Hard Rock Cafe veteran Jim Knight joins Business: Engaged! host Carrie Perrien Smith. They talk about creating the chemistry of people, product, value, and customer experience that sets the stage for rock star employee performance.

Success in business today requires a complex chemistry of people, product, value, and customer experience.

In this episode of Business: Engaged!, we welcome Jim Knight. He spent over 20 years with the iconic Hard Rock Cafe, one of the more recognized brands in the world. Their success is due as much to the people who work in the organization and the company culture as it is clever marketing. Today, Jim works with companies to revolutionize their culture so they set the stage for employee performance that rocks.

You can follow Jim Knight on Twitter at @knightspeaker.

Learn more about his work with companies at http://knightspeaker.com and http://hospitalityonpoint.com.

And over the coming weeks, I’m taking you with me on my journey to write my next book. I’ll share my process for writing the book and give you updates on my progress. I’ve decided what topics I’ll write about, so this week, I talk about setting goals and planning my book-writing time. If you want to catch the previous episode where I talked about the book writing process, click here.

Episode airs Friday, April 5 at 10:00 a.m. CST.

Click on the player below to listen to this episode.*

Click here to listen to other episodes of Business: Engaged!

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Listen to internet radio with Business Engaged on BlogTalkRadio

 

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

 

Episode 43

Permanent link to this article: http://businessengaged.com/employee-performance-that-rocks/

Mar 12 2013

Creating Fans of Your Brand

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Learn how to create a lasting and profitable connection with your customers and prospects using today’s social media tools. Host Carrie Perrien Smith welcomes Ted Rubin, co-author of Return on Relationship to Business: Engaged!

How is your relationship with your customers and prospects? Do you know what they are saying about you? Do today’s digital media users find you easy to connect with? Is your investment in your company’s social media really paying off?

After this episode of Business: Engaged!, you’ll never look at your company’s social media presence the same again. We are talking with Ted Rubin, co-author of Return on Relationship and Chief Social Media Officer for Collective Bias, a social shopper media company.

Ted is going to share what he’s learned working in the field of social media marketing. Most important, he is sharing the principles you need to know to connect to your customers in a meaningful way and create fans for your company’s brand. In his industry, they are called brand evangelists and advocates. And you’ll also learn more about brand influencers and ambassadors.

Click here to learn more about Ted Rubin. You can also follow him on Twitter at @tedrubin. In fact, you can find him on all the major social media sites.

Click here to see what the buzz is all about with Ted’s new book Return on Relationship

Click here to learn more about Collective Bias.

I also found some precious planning time this week and I’m going to share how I approached that an announce my new book writing project.

Episode airs Friday, March 15 at 9:30 a.m. CST.

Click on the player below to listen to this episode.*

Click here to listen to other episodes of Business: Engaged!

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Listen to internet radio with Business Engaged on BlogTalkRadio

your-partner-in-success-radioI’m also doing a radio show interview on Your Partner in Success Radio with Denise Griffitts on March 15 at 11:00 am CST. We’ll be talking about creating a brand. Click here to listen to the show’s episode anytime.

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Episode 41

Permanent link to this article: http://businessengaged.com/creating-fans-of-your-brand/

Jan 28 2013

Handling Unhappy Customers

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Every company has an occasional unhappy customer. Performance and training consultant Willie Johnson joins host Carrie Perrien Smith on Business: Engaged! to talk about handling unhappy customers so the company can recover the relationship.

Every company has to deal with an unhappy customer from time to time. Sometimes it is because of a mistake and product problem. Other times, there is a disconnect between customer expectations and the company’s promise. But how the company handles that unhappy customer determines whether the company preserves the customer relationship.

In this episode of Business: Engaged!, we talk with performance and training consultant Willie Johnson about handling unhappy customers. He’ll share ideas for preserving and recovering that customer relationship.

Click here to learn more about Willie Johnson.

And in the product and service spotlight, we feature Tiburon Financial. They are a third-party medical billing and debt collection agency. We talk about what you need to know about handling the clients that owe you money.

You can sign up to receive our e-mail newsletter Business: Engaged! Direct so you’ll be the first to know when we post a new show. Visit our website at www.businessengaged.com to listen to past episodes. And don’t forget to connect with us on Twitter at @businessengaged and Facebook (just search for “Business Engaged”). We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers. Click here for the list of past shows.

Episode airs Thursday, January 31 at 10:00 a.m. CST. Click here to listen to this episode.*

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Episode 36

Permanent link to this article: http://businessengaged.com/handling-unhappy-customers/

Jun 04 2012

When It’s Time to Close the Doors

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Beth Cook shares insights about her 23 years as a retail shop owner and her recent decision for close her business. She also shares wisdom she’s gained along the way in managing people and engaging customers.

No business owner starts out with any thought of closing his business. The dirty little secret in business is that every company has a life span, no matter what size or format. Products change. Customer needs evolve. Life moves on. Owners need to stay close to shifting conditions and be ready to make tough decisions.

In this episode, we chat with Beth Cook, former owner of B Larue gift shop. She’s built her retail shops from the ground up, determining format and sourcing all merchandise. She even transitioned her last store to carrying all American-made merchandise, a ground-breaking decision in the industry. After a twenty-year love affair with retail, she recently decided it was over — at least the prospect of owning her own store.

She shares her journey in making that tough decision to close her business but she also gives us some wisdom that applies to any business. No matter what kind of business you own, you’ll love her honesty and how she’s set her sights on the next unknown chapter in her life. She’s locked one door for the final time and is preparing to walk through a new one. Join us as she reflects on what she has learned and the factors that she considered in making the decision.

You can follow us on Twitter at @businessengaged. Better yet, stop and share the link for this show with your Facebook friends and Twitter followers. That way, everyone will know when the next show is posted.

Episode airs on Monday, June 24, 2013 at 9:00 a.m. CST.

Click on the player below to listen to this episode.*

Click here to listen to other episodes of Business: Engaged!

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Listen to internet radio with Business Engaged on BlogTalkRadio

This is an encore presentation of Episode 7.
The episode aired originally June 4, 2012.

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

 

Episode 7

Permanent link to this article: http://businessengaged.com/when-its-time-to-close-the-doors/

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