August 26, 2015 /

Thought Leadership as a Career Strategy

Sue hosts WiseTalk alum, Dorie Clark, a marketing strategy consultant recognized as a “branding expert” by the Associated Press, Fortune, and Inc. magazine, professional speaker and author of the new book, Stand Out: How to Find Your Breakthrough Idea and Build a Following Around It.

Dorie shares insights from her research on how successful thought leaders became known for their ideas. Explore various ways you can come up with your big idea and build your reputation so you can become known for the value you bring. Her tips will help to demystify the process of what it takes to become a recognized expert so you can have more stability in your career.

Follow her on Twitter: @dorieclark

 

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November 24, 2014 /

The Customer Rules

Sue hosts Lee Cockerell, a leadership, management and service expert, speaker and author of the new book The Customer Rules: The 39 Essential Rules for Delivering Sensational Service.

Drawing on extensive experience in the hospitality and entertainment industry, including a stint at Walt Disney World Resort as Executive Vice President of Operations, Lee shares insights on customer expectations and tips for creating magic in your interactions with customers to win them over and keep them.

Follow him on Twitter: @LeeCockerell

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October 23, 2014 /

Inspiring Customer Loyalty

Sue chats with Steve Curtin, a recognized customer service expert, speaker and author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.

Drawing on extensive experience in the hospitality management industry and countless experiences with his clients, Steve shares insights on why exceptional customer service today is rare and offers practical tips you can use right away to raise customer service levels. His tips will help you generate a fantastic customer experience that inspires customer loyalty.

Follow him on Twitter: @enthused

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September 22, 2014 /

Customer Experience 3.0

Sue hosts John A. Goodman, Vice Chairman of Customer Care Measurement & Consulting, a customer experience researcher, innovator, and entrepreneur, and author of Strategic Customer Service and Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service.

John discusses why companies need to do more than provide great customer service, how technology can be used to improve your customer experience, and how to build a culture of empowerment and emotional connection. As his roots were in engineering, John will also provide tips to help you understand how to measure and quantify any customer experience strategy.

Follow him on Twitter: @jgoodman888

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August 21, 2014 /

Employee Experience = Customer Experience

Sue Bethanis hosts Annette Franz, a recognized customer experience management expert, thought leader and influencer, and author of the customer experience blog, CX Journey.

Annette discusses the importance of putting the employee first in a customer experience strategy and the impact that responsibility, ownership, accountability and trust can have in employee engagement. Drawing on more than 20 years of experience, Annette’s tips will help you build a customer-centric culture to support your customer experience strategy.

Follow her on Twitter: @AnnetteFranz and @CXJourney

 

 

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July 18, 2014 /

The Power of Your Customers

Sue hosts Chuck Wall, Founder/CEO of MarketPower Group. He’s an experienced entrepreneur, advisor, speaker and author of two books, his latest being Customer CEO: How to Profit from the Power of Your Customers.

Chuck explains why customers have the reins in big business, not companies. Understand why it’s vital for companies to understand the core needs of their customers today, and will offer tips to improve the customer experience.

Follow Chuck on Twitter: @customerceo

 

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May 29, 2014 /

The Necessity of Strangers

Sue hosts Dr. Alan Gregerman, President and Chief Innovation Officer of Venture Works Inc. Dr. Gregerman is an internationally-respected expert on business strategy, innovation, and the customer experience as well as an award-winning author of three books on innovation and business success.

Dr. Gregerman shares insights from his latest book, The Necessity of Strangers: The Intriguing Truth About Insight, Innovation, and Success, to help us understand why our individual and business success is dependent on strangers. His tips help develop a more stranger-centric mindset so we can tap into the value strangers can offer us and unlock leadership and business potential.

Follow him on Twitter at: @alan_gregerman

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April 17, 2014 /

Driving Customer Loyalty

Sue hosts Mark Johnson, CEO and CMO of Loyalty360, an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing loyalty to the forefront as a critical marketing strategy. Mark is a recognized expert in loyalty marketing who frequently contributes his loyalty expertise and insights to the media such as Fox Business, NBC News, CBS News, ABC News, New York Times and Washington Post.

Mark will discuss the state of loyalty marketing today, including insights on the drivers of loyalty, the challenges companies face in strengthening relationships with customers and employees and tips on what really works to establish strong customer loyalty.

Follow him on Twitter: @MJohnsonLoyalty

 

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February 26, 2014 /

Customer Experience and Product Innovation

Sue hosts Janice Fraser, entrepreneur, designer, advisor, guest lecturer and Founder and CEO of LUXr, a company democratizing great startup advice by putting it online. Through LUXr, she has coached, taught, and interviewed thousands of entrepreneurs in startup communities across the United States and around the world.

Janice will change the way you think about product development processes and principles. With more than 15 years experience in Silicon Valley, her insights will help you focus on the end user experience to deliver stellar products and services.

Follow Janice on Twitter: @clevergirl

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January 30, 2014 /

Linking Creativity with CX (Customer Experience)

Sue hosts David Burkus, assistant professor of management at the College of Business at Oral Roberts University, founder and host of LDRLB, a podcast series focusing on insights from research on leadership, innovation, and strategy and author of The Myths of Creativity: The Truth About How Innovative Companies and People Generate Great Ideas.

David helps bust out of our creativity myths, in general, and especially when it comes to applying new ideas to the way we understand, interact, and support our customers.

Follow him on Twitter: @davidburkus

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