Customer Experience Program From the Ground Up With Mike Gomes,"
1. **Introduction to the Podcast and Guest**
- Host introduces the podcast "CS Conversations"
- Overview of the podcast’s focus on customer service, support, and experience
- Introduction of guest Mike Gomes, with a background as a Disney executive and now Chief Experience Officer at Cortland
2. **Mike Gomes' Background and Transition**
- Foundation in guest experience at Disney
- Applying Disney principles in sports
- Transition to the multifamily apartment industry
3. **Establishing a Customer Experience (CX) Program**
- Importance of leadership support for customer-centric strategies
- Leveraging consumer insight and research
- Identifying customer needs
- Prioritizing non-negotiable base offerings
4. **Implementation of Surprise and Delight Strategies**
- Defining base offerings
- Determining surprise and delight moments in the customer experience
5. **Consistency in Customer Experience with Evolving Systems**
- Maintaining consistency amidst evolving systems and processes
- Implementing a CRM system to enhance customer journey
- Correlation of management communication and customer service with overall satisfaction and renewal intent
6. **Change Management in Software Implementation**
- Role of communication and feedback
- Using appropriate language to drive attitudinal shifts
- Focusing on the journey of the customer/resident rather than the property
7. **Community Creation and Satisfaction**
- Importance of creating a community
- Focus on both employee and customer satisfaction in the real estate industry
8. **Case Studies: Negative and Positive Customer Experiences**
- Negative experience at a local restaurant
- Positive experience on a Virgin voyage cruise
- Impact of consistent branding and intentional customer segmentation
9. **Insights and Data Gathering**
- Using large data and insights to define business foundations
- Recognizing different primary drivers for various fan groups
10. **Investment in CRM System**
- Improving communication satisfaction and community satisfaction
11. **Improving Fan Experience in Stadiums**
- Focus on enhancing the food and beverage experience for fans
12. **Achieving Consistent Customer Experience**
- Importance of consistency in execution and leadership reinforcement
- Challenges in achieving consistency across diverse workforce and customer base
13. **Leadership, Training, and Processes**
- Model of consistent operational standards inspired by Chick-fil-A
- Emphasis on leadership, training, and processes for achieving sustainable success
customer support, customer experience, Mike Gomes, Disney executive, Chief Experience Officer, Cortland, CX programs, internal buy-in, voice of the customer, guest experience, multifamily apartment industry, leadership support, customer-centric strategies, consumer insight, customer needs, surprise and delight strategies, base offerings, consistency in customer experience, evolving systems, CRM system, change management, communication feedback, attitudinal shifts, customer journey, community building, employee satisfaction, negative customer experience, positive customer experience, branding consistency, customer segmentation

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https://www.linkedin.com/in/whitneehawthorne/

Mastering Remote Workforce Management: Insights from Shauntel Lizzarazo on CS Conversations

In the latest captivating episode of CS Conversations titled "Engaging, Retaining and Growing A Remote Workforce with Shauntel Lizzarazo," hosts Whitnee Hosting and Shauntel Lizzarazo delve into the evolving dynamics of remote workforce management. Given her rich background and role at Navon, Shauntel offers invaluable insights into crafting an effective remote work environment, particularly enhanced by her experiences at JetBlue. This episode doesn’t just navigate the theoretical aspects; it gives listeners a real-world peek into the implementation and challenges of remote supervising.

**Key Insights from Shauntel Lizzarazo:**
1. **Intentional Leadership and Regular Communication:**
Shauntel underscores the importance of leadership that intentionally focuses on the unique needs of remote teams. Leaders must schedule regular one-on-one sessions with employees to ensure they feel connected and part of the team. These interactions, as highlighted, are not just formalities but are structured and compensated to reflect their importance in ensuring employee engagement and satisfaction.
2. **Implementing 'Direct with the Directors':**
During the tumult of the pandemic, JetBlue introduced the "Direct with the Directors" platform. This initiative provided a structured way for remote agents to receive updates and engage directly with their leaders. Shauntel points out that such platforms are crucial during uncertain times, helping to maintain open lines of communication and thereby ensuring that every team member feels valued and informed.
3. **Prioritizing Compassion in Customer Interactions:**
Sharing a personal anecdote from a hospital visit, Shauntel illustrates how the compassion shown by a medical technician not only eased her anxiety but also shaped her outlook on customer service. This story serves as a poignant reminder that whether in healthcare or aviation, the core qualities of kindness, caring, and compassion are essential for delivering superior customer experiences. She reinforces the need for training programs that cultivate these attributes among customer service providers.
4. **Engagement Beyond Conventional Methods:**
Discussing strategies for maintaining a motivated remote workforce, Shauntel advises against relying solely on recognition and fun activities. Instead, she champions building trust through active listening, consistent engagement, and involving employees in decision-making processes, thus making them feel genuinely valued and understood.
5. **Leveraging the Voice of Remote Agents:**
Understanding the voice of remote agents is crucial in tailoring customer experiences that are both effective and empathetic. Shauntel outlines how during the pandemic, increased mandatory overtime put a significant strain on her team at JetBlue. By choosing to engage with the workforce openly, and having video calls to actively listen and problem-solve together, the leaders managed to sustain morale and productivity.
**Conclusion:**
Shauntel Lizzarazo’s episode on CS Conversations provides rich, actionable insights for anyone managing remote teams or engaged in customer service and support roles. Her strategies emphasize much more than the logistics of remote work; they hinge on the human aspects of business like communication, compassion, and trust. As remote work continues to define our global workforce, the lessons shared in this episode will undoubtedly remain relevant for fostering engaging, supportive, and effective work environments.

https://www.linkedin.com/in/shauntellizzarazo

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Brittany is the author of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates.

The book has sold tens of thousands of copies in the United States and has been translated into foreign languages for international release.

It won the 2023 Outstanding Works of Literature Award for Sales & Marketing Book of the Year. Its simple operating model has helped companies of all sizes and across all industries operationalize customer experience across every department. Forbes wrote upon its release, “If you have customers, you need this book. Period.”


You can find out more about Brittany and Creating Super fans at: https://brittanyhodak.com/podcast/

Topics covered in the conversation with Brittany Hodak:
1. Importance of Creating Superfans
- The purpose of a business is to create customers who become advocates
- Turning customers into superfans makes everything about the business easier and more fun
- Real-time measurement of the creation of superfans is important for the health of the business
2. Measures to Create Lifelong Advocates
- Use of KPIs and Metrics
- Importance of real-time or near real-time feedback for actionable insights
- The challenge of turning customers into superfans due to the need for buy-in at every level of the organization
3. Measuring Overall Experience and Impact
- Importance of measuring customer satisfaction (CSAT) for instant feedback and peer benchmarking
- Not everything that counts can be counted, and vice versa
- Introducing the concept of net negative, net positive, and net neutral experiences from an employee's perspective to measure customer interactions
4. The Role of Employees as Acting Chief of Experience
- Employees as the face of the brand and the critical touch points for customer experience
- The need for a greater sense of purpose and accountability among employees in delivering exceptional customer interactions
- The impact of employee experience on customer experience
5. Examples of Great Customer Experiences
- Story about an innovative and entertaining on-hold message experience with the Nashville Zoo
- The connection between creativity, ingenuity, and exceptional customer experiences
- Importance of employee and customer experiences in shaping brand perception
6. Where to Find More Information
- Information about Brittany Hodak's book, "Creating Superfans: How to Turn Your Customers into Lifelong Advocates"
- Availability of the book in various formats
- Access to more stories and newsletter from Brittany Hodak on her website
7. Closing Remarks
- Invitation to visit csconversations.com for more customer experience content
- A call to sign up for the CS Conversations mailing list for access to the latest insights and trends in customer experience

customer service, support, customer experience, industry experts, thought leaders, customer centric innovation, CX pro, creating superfans, brand advocacy, KPI, employee experience, CSAT, NPS, EGR, metrics, real-time measurement, customer journey, customer feedback, employee training, customer interactions, agent performance, call center experience, brand representation, customer touch points, employee accountability, brand storytelling, customer engagement, customer satisfaction, brand purpose, customer influence, entertainment strategy

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https://www.linkedin.com/in/whitneehawthorne/

- Explanation of the segment's purpose as a quick insights and timely topics session
- Discussion on the topic of distinguishing real versus fake next gen AI vendors
- Personal experience shared regarding a practical approach to evaluating vendors
- Suggestion to review the vendor's product roadmap for the last two years
- Emphasis on gaining insights and asking follow-up questions to determine vendor authenticity
Primary Topic: Conclusion
- Recap of the insight shared on evaluating next gen AI vendors
- Invitation for audience engagement, encouraging them to visit the podcast website and sign up for the mailing list
Listeners can expect the chitchat segment to be a quick, focused discussion on relevant and actionable topics related to customer experience, while the episode as a whole offers a glimpse into the podcast's format and content.


customer service, customer experience, CX professionals, next gen AI, vendors, product roadmap, chat GPT, counterfeit, genuine, industry experts, thought leaders, customer centric innovation, actionable tips, inspiring stories, customer journey, strategies, insights, real world case studies, CX Pro, fast-paced world, key takeaways, timely topics, genuine NextGen AI, practical approach, podcast, CS Conversations, mailing list, behind the scenes access, sign up, chitchat segment

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Corey's story is one of stepping into challenges and transforming them into opportunities for innovation and growth. As Corey started her role at Traeger, she found herself in an environment ripe for technological revitalization. Tasked with overhauling a neglected Salesforce instance and grappling with unfamiliar tools provided by a business process outsourcing (BPO) partner, Corey's expertise quickly transcended unfamiliarity. The daunting task of modernizing a contact center from the ground up became an exhilarating journey. Corey's ingenuity and determination became the cornerstone of an evolutionary leap in Traeger's technological ecosystem.

**Introduction to the Episode**
- Introducing Corey Savory from Traeger Grills
- Overview of the episode focus: Building a contact center from the ground up
**Challenges in Customer Support at Traeger**
- Existing issues with long wait times and handle time
- Impact on sales partners
- Corey's commitment to improvement
**Strategies for Transparency and Perseverance**
- Importance of communication within the company
- Weekly leadership meetings to discuss progress
**Lessons Learned and Challenges Overcome**
- Reflection on the necessity of the journey for success
- Building a contact center with limited initial resources
**Future Support Strategies and AI Implementation**
- Using generative AI tools to support agents
- Potential benefits of AI in enhancing customer service without replacing human agents
**Efficient and Accurate Customer Interactions**
- No use of chatbots for direct support on Traeger.com
- Bot used only to ascertain the reason for contact before connecting to a human agent
- Focus on high-quality agent and customer interactions
**Ensuring Effective Troubleshooting and Part Replacement**
- Importance of precision in solving customer issues
- Aiming to address problems with the grills effectively on the first attempt
**Closing Remarks**
- Whitnee thanks Corey for sharing insights
- Sign-off from the podcast episode
**Corey Savory's Background and Achievements**
- Corey's role at Traeger and experience from DirecTV
- Enhancements in CSAT and FCR at Traeger under her leadership
**Initial Steps in Rebuilding the Contact Center**
- Implementing basic metrics through Amazon Connect
- The quick implementation of Amazon Connect leading to insights on performance
**Focus on Performance Metrics and Technical Support**
- Prioritizing customer satisfaction, resolution rates, and FCR in a technical support context
**Warranty Process Considerations**
- Role of warranty process in customer satisfaction
- Utilizing Amazon Connect to refine the warranty experience
- Data analysis to streamline warranty costs while maintaining satisfaction
**Data-Driven Improvements**
- Use of data and heat maps to identify improvement opportunities
- Collaborations with product teams to improve part reliability
**Training and Knowledge Base Development**


customer support, Traeger Grills, long wait times, handle time, sales partners, transparency, perseverance, internal communication, weekly leadership meetings, generative AI, chat support, quality interactions, efficiency, troubleshooting, part replacement, customer experience, Corey Savior, vice president, global customer experience, DirecTV, CSAT, FCR, contact center, Amazon Connect, data analysis, customer satisfaction, first contact resolution, technical calls, warranty process, natural language processing, heat maps, diagnostic processes, part failure rates, product serviceability, training materials, escalations, customer service strategy, agent empowerment, AI tools in customer service, customer service technology.

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Mike Stromer's professional journey is a testament to his dedication to enhancing customer experience through the seamless integration of digital platforms. With a solid career spanning over two decades, Mike has channeled his expertise mainly within the travel industry and consulting sector. His 14-year tenure at JetBlue stands out as a significant part of his career, where he honed his skills in partnering with customer service, ensuring travelers' satisfaction at every digital touchpoint.

Preceding his impactful role at JetBlue, Mike invested eight transformative years at 1800flowers.com. This experience laid the groundwork for his deep understanding of customer interaction, product and the importance of digital engagement, setting the stage for his future successes.

In recent years, Mike has transitioned to consulting, sharing his rich knowledge and experience with a diverse range of clients. His consultancy work showcases the breadth of his expertise while maintaining the common thread that runs through each role: a relentless focus on the customer's experience. Even with his emphasis on digital channels, Mike recognizes the irreplaceable value of personal touch and remains an advocate for the human element in customer service, especially when it's most needed. Through his career, Mike Stromer has become a prominent figure in the narrative of today's digital customer experience landscape.


**Welcome and Introductions**
- Welcome listeners to CS Conversations
- Introduce special guest Mike Stromer of Brooklyn Digital Ventures, Former CPO JetBlue
- Mike's background and expertise in digital experience and customer service integration
**Partnership Between Product and CS Teams**
- The importance of alignment between customer support and product development
- How partnerships can lead to a better understanding of customer behavior
- The role of technology in customer and employee satisfaction
**Company Policies and Leadership Strategy**
- The impact of company policies on customer experience
- Aligning leadership strategies with customer service roles
- Adapting leadership strategies in response to external factors and global events
**Regular Policy Evaluation**
- The necessity for regular policy reviews and modifications
- The importance of assessing the impact of policies on customer interactions
**Challenges Faced as an Independent Consultant**
- Mike Stromer's personal experience with medical insurance challenges
- How inefficient customer service affected his family's healthcare experience
- The importance of first contact resolution and access to customer conversation history
**Customer Experience as a Priority**
- The imperative of understanding and empathizing with customers
- Prioritizing good customer service across all business levels
**The Significance of Unified Data**
- The difficulty caused by siloed metrics within business operations
- Leveraging AI and a unified data source to address customer service challenges
**Case Studies in Customer Service**
- Experiences shared by Mike about Progressive Insurance and Travis Matthew store
- The role of customer engagement in an enriching service experience
**Engagement and Brand Storytelling**
- The interaction between customer service representatives and customers
- The necessity of engaging customers with the brand's narrative
**Policies and Customer Closeness**
- The value of constant evaluation of policies in relation to the customer experience
- The need for dialogue with customers to understand purchasing motivations
**Digital and Customer Support Synergy**
- The importance of a quick feedback loop between digital and customer support teams
- The impa

Listen to the full episode now and enhance your CX and CS strategies!

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In the narrative of Jason Farrington's professional life, moments of tension and conflict have been the heralds of growth and collaboration. Jason reveals his methodical approach when cross-functional challenges arise, starting with the acknowledgment that misaligned expectations are often the root of discord. His strategy unfolds through open conversations, seeking to fully understand the pressures, goals, limitations, and dependencies that shape his partners' perspectives.

Jason's philosophy is underpinned by the pursuit of mutual objectives that transcend individual departmental ambitions. He values creating a level playing ground and believes in the power of empathy to unravel the knots of professional frictions. This empathetic approach shapes his interactions and reflects his intrinsic belief that no colleague deliberately intends to undermine team progress. Instead, Jason sees conflict as an opportunity to reprioritize and align collective goals, and through this approach, he fosters a more collaborative and productive work environment.
His story is one of a compassionate leader, distinguishing tension not as confrontation but as an opening to bridge understanding and propel joint success.

Primary Topic: Importance of Cross-Functional Partnerships
- Essentiality of Working Cross-Functionally
- Challenges of Leading Support Teams Cross-Functionally
- Aligning Goals and Motivations with Cross-Functional Stakeholders
- Managing Tension When Goals Are Misaligned
Primary Topic: Building Strong Cross-Functional Relationships
- Starting with Common Shared Goals
- Understanding Pressures, Goals, and Challenges of Cross-Functional Partners
- Active Listening and Curiosity in One-on-One Conversations
- Finding Similarities versus Differences in Goals
- Leading with Empathy and Curiosity
- Influencing Up the Funnel for Anticipating Issues
Primary Topic: Power Dynamics in Cross-Functional Teams
- Power Dynamics in Different Company Cultures
- Importance of Addressing Power Dynamics for Equal Partnerships
- Influencing Up the Funnel for Collaboration and Enhanced Customer Experience
Primary Topic: Growth Challenges in a Rapidly Expanding Company
- Transitioning from Full-Time Support to Outsourcing and Offshoring
- Maintaining Access to the Voice of the Customer
- Trust, but Verify Metrics from Vendors
- Leading with Empathy and Curiosity While Navigating Growth Challenges
Primary Topic: Key Leadership Approaches
- Leading with Empathy and Curiosity
- Importance of Empathetic and Problem-Solving Support Teams
- Connecting Support Data to Drive Business Performance
Primary Topic: Closing Remarks and Future Topics
- Reflection on the Complexity of Working Cross-Functionally
- Importance of Leading with Empathy and Curiosity
- Future Topics: Using Third Parties Effectively in Business

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Danny Cox is an innovative leader at Breeze Airways, a youthful airline with the ambitious goal of invigorating travel in underserved markets. With an adept focus on connecting secondary markets or linking secondary with primary ones, Danny drives the company's mission to make air travel more accessible and efficient for communities that have lost regular service or are ripe for new opportunities.

Passionate about efficiency, Danny thrives on improving the travel experience by minimizing wait times and inconvenience for guests. He takes pride in hearing travelers commend Breeze for the time and monetary savings the airline offers through direct flights to smaller, local airports. At the heart of his work is creating an experience where guests spend the least amount of time waiting, ensuring their journey is as smooth as the breeze the airline is named after. With a keen eye for identifying and stimulating potential market growth, Danny Cox plays a crucial role in helping Breeze Airways soar to new heights.

Introduction to the Episode
- Welcome to CS Conversations with your host Whitnee
- Introduction of the episode's theme: Improving Customer Experience (CX) through Customer Empowerment
- Introduction of the guest, Danny Cox from Breeze Airways
Breeze Airways' Approach to Customer Service
- Overview of Breeze Airways and its mission in the airline industry
- Danny Cox's role as vice president of guest experience at Breeze Airways
- Innovations implemented by Breeze Airways to enhance guest experience
Removing Friction Points for Guests
- Explanation of how Breeze Airways identifies and removes friction points
- The elimination of a traditional 800 number in favor of a contact center via texting
- Success story shared by Cox about a customer’s preference for texting over calling
Customer Empowerment Initiatives
- The introduction of no change or cancel fees policy for guests
- Benefits of customer empowerment on guest satisfaction and retention
The Role of Digital Communication
- The use of digital tools to prioritize and anticipate guest needs
- Analysis of text data to guide guests more efficiently
Guest Experience: A Case Example
- Direct flights serving secondary airports to ease travel times and convenience
- Focusing on value for guests avoiding larger airports
Challenges and Testing
- Whitnee's discussion on possible challenges in implementing frictionless experiences
- Importance of outcome testing for the company and the guests
Strategy for Empowering Customers
- The transition from traditional customer support to an empowerment model
- Danny Cox's view on giving customers control over their experiences
- The establishment and purpose of the "guest empowerment team"
Reinforcing Confidence in Guests
- Strategies to ensure guests feel supported, especially in urgent situations
- Employing a digital assistant and live support for immediate assistance
Advice for Customer Service Practitioners
- Danny Cox's advice on patience and demonstrating the value of modern customer service methods
- Emphasis on improving customer experience genuinely for the customers' sake, not merely for the company's benefit
Conclusion
- Recap of the discussion points
- Appreciation for Danny Cox and his insights from Breeze Airways
- Closing thoughts from Whitnee and thanks to the listeners for tuning in to CS Conversations
#CustomerExperience #Innovation #CSPodcast #CXEmpowerment #DigitalTransformation #BusinessStrategy #CSConversations #CustomerSupport #Customercontacts

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