Chip Chat On Customer Service

Building Customer Service Strategies for a Major City with Detroit's Adrian Tonon

In today's episode Chip and Adrian discuss the following topics:Striving for excellence in the restaurant industry and in the City of DetroitHow to implement a customer service strategy for a major cityImportance of the Improve Detroit appHow and why to become an Ambassador of DetroitMentioned in the episode:Meet Adrian TononImprove Detroit appCafe CortinaTo Contact Adrian:TwitterTo Contact Chip:FacebookEmail: TheChipChatPodcast@gmail.comInstagram

The Barefoot Spirit with Michael Houlihan, Co-Founder of Barefoot Wines

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 WinesAn example of how a great idea came from an unlikely sourceGoing the extra mile in supporting nonprofits in your business strategyHow to motivate employees and structure a customer service organizationMentioned in the show:The Barefoot Spirit AudiobookEntrepreneurial Speaking ReelSOCAPBarefoot WinesTo Contact Michael:www.thebarefootspirit.comTo Contact Chip:Email: TheChipChatPodcast@gmail.comFacebook: The Chip Chat PodcastInstagram: The Chip Chat Podcast

Customer Success in B2B with Jim Moloney, VP at Navistar

"Open your doors. Invite anybody and everybody and have them sit with your frontline teams". - Jim MoloneyKey topics covered in today's episode with Jim:Why customer service matters in B2BHow to gain a strategic advantage vs. your competitorsWorking with senior leadership on your customer service strategyThe importance of having leadership sit with frontline teamsSocial media's impact on customer serviceMentioned in Show:NavistarSOCAPTo contact Chip:Email: TheChipChatPodcast@gmail.comFacebook: The Chip Chat PodcastInstagram: The Chip Chat Podcast 

Turn Why Into ROI with Peter Iansek

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 analyticsMaking sense of millions of customer interactions to tell the story through automationHow to solve problems and improve ROI by asking "why"Mentioned in the show:Operative IntelligenceSOCAPTo contact Peter:Peter@OperativeIntelligence.comTo contact Chip:Email: TheChipChatPodcast@gmail.comFacebook: The Chip Chat PodcastInstagram: The Chip Chat Podcast

Ask Me Anything on Customer Service

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:ContactUSContact Chip:E-mail: TheChipChatPodcast@gmail.comInstagram: @TheChipChatPodcastFacebook: The Chip Chat PodcastWebsite: TheChipChatPodcast.com