About Leena Rinne Leena Rinne is FranklinCovey’s vice president of consulting. She has been with FranklinCovey for over 13 years and has worked with hundreds of organizations to develop great leaders and create organizational greatness. Leena has a master’s degree in economics from the University of Utah. She is the coauthor of The Wall Street [...]
In this interesting episode, Adam and Jeannie share their differing opinions on whether phone conversations or chat platforms such as Twitter provide the best customer service. On one side it is considered that Twitter conversations are well thought out and more personalized than reading a script on a direct call. Whereas on the 'for phone [...]
About Barry Kirk Barry is a 15-year marketing consultant specializing in customer loyalty and retention. He is the creator of the The Multi-Loyalty Framework for human engagement and a frequent speaker on the idea that “Consumers are human beings first.” Barry currently serves as the VP of Strategy for Maritz Loyalty, where he guides brands [...]
Loyalty programs could be changing and shifting to experience based rewards. As an example, Reebok, recently purchased by Adidas, is trying a loyalty program called Unlock. This is a point system, partnering with fitness organizations and brands, giving members more access to events and experiences, instead of discounts. This could well be what loyalty programs [...]
About Louis Carter Louis Carter, CEO and president of Best Practice Institute, a benchmark research consortium association and management consulting firm that helps organizations and C-Suite Senior executives achieve their market strategy through talent and change management joins our dynamic duo to talk about the importance of being emotionally connected. In this episode, you'll learn: [...]
Adam and Jeannie share experiences of their service from Delta Airlines, in which they received cards that give customers the opportunity to recognize an employee for a great job. This is a great way for customers to really think about the service being provided and be acknowledged for it. Aside from the pat on the [...]
About Jeff Gothelf Jeff Gothelf is the Principal of gothelf.co He helps organizations build better products, and executives build the cultures that build better products. Jeff is the co-author of the award-winning book, Lean UX and the Harvard Business Review Press book, Sense & Respond. Starting off as a software designer, Jeff now works as [...]
Adam and Jeannie share how scammers are using "customer service" to collect information for fraudulent activity. Customers of brands who have a good track record of customer service could be ultra vulnerable because customers could assume that it’s just part of their regular support. "Do things in your communication as a brand to give your [...]
About Lee Smith Lee Smith is the CEO and founder of SalesFuel, a Columbus, Ohio based firm that was named one of the top 15 sales enablement vendors in 2019 by Selling Power. Through its unique portfolio of sales tools, training and intelligence, SalesFuel provides thousands of sales teams nationwide with the power to sell [...]
In this episode, Jeannie and Adam discuss how when we need a connection, we create that connection, even with a car! These kinds of connections that people create are becoming more and more prevalent with the rise of technology. Jeannie cites examples of technology that allow us to interact with service providers through avatars, or [...]
