Focus on Customer Service Podcast
About This Show
The “Focus on Customer Service” podcast features brands who are offering amazing customer service via social media. It is hosted by Dan Gingiss (@dgingiss).
Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service.
At first only the channel of last resort – when other service channels failed – social media is quickly becoming the channel of first resort for many customers, requiring companies to be as prepared on social as they are in the call center, on e-mail, or click-to-chat.
The goals for this podcast are to:
• Learn from other brands that we think are doing social care well
• Share learnings with you
• Increase the overall competency of the industry in the social care space
And here’s the twist: YOU pick the guests. Brands must be nominated to appear on the show by one of their own customers, via our hashtag #FOCS, which stands for Focus on Customer Service.
Most Recent Episode
Say Goodbye to Focus on Customer Service and Hello to Experience This!
After two years and more than 50 episodes, the first known podcast dedicated solely to customer service in social media is saying goodbye. The Focus on Customer Service Podcast officially ends its run today as a new podcast about customer experience is also launched.
Sponsored from its inception by Social Media Today after its late founder, Robin Carey, took a chance on two guys named Dan with no podcasting experience, FOCS featured interviews with top brands making waves in social media by engaging with customers – answering complaints, questions, and compliments. What made the podcast unique was that its hosts were also social care practitioners at large brands, and many of the brands featured were recommended by listeners for their great service.
The podcast spawned a book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media (available on Amazon), which details learnings and best practices from more than four dozen interviews with brand leaders.
INTRODUCING: THE EXPERIENCE THIS! SHOW
As one podcast ends, another one begins. A new show, called Experience This!, has hosts Joey Coleman and Dan Gingiss trying to create a remarkable customer experience out of… listening to a customer experience podcast. There are no guest interviews, no singular topics, and no boring commercials. Instead, Experience This! features a rotating set of fast-paced segments that touch on real customer experiences with real takeaways that can make any company better.
Segments include “CX Press,” where the hosts read and explain the latest customer experience articles “so you don’t have to”; “This Just Happened,” which details real-life experiences that leave a lasting impression; “Required Remarkable,” which features required parts of the experience that could be boring (think legal disclaimers and flight safety videos) but are instead fun and memorable, and “I Love It!/I Can’t Stand It!” where the hosts look at all of the positive and negative aspects of a particular industry’s experience, gaining input from listeners’ own experiences along the way. Even the sponsor message is the unskippable “Check Out This Number,” sharing a critical customer experience statistic that every practitioner should know.
Experience This! can be found on iTunes and other favorite podcast apps, and show notes are at www.experiencethisshow.com.