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The Upsell Podcast - Better Communication for Your Business and Life
30 minutes | Nov 28, 2015
Episode 10 – Lifestyle Entrepreneurs Gen and Nick of The Great Anomaly - The Upsell Podcast - Better Communication for Your Business and Life
Lifestyle entrepreneurs Genevieve Gauvin and Nick Pineault of The Great Anomaly blog and podcast share their pros and cons of outsourcing and humanizing their customer service with their clients, all while travelling the world. Word of the Week: Outsourcing In the show, Russel, Gen and Nick discuss: * their tactic for adding their personal, human tone while using a virtual assistant (VA) * how they deal with customer service while travelling * the benefit of engaging with your customers * the challenges of balancing time and responding to a mailing list of 20,000+ For more on Gen and Nick and their “The Great Anomaly” work, connect with her on Twitter and on her website.
38 minutes | Sep 13, 2015
Episode 9 – Social Media Consultant Rebecca Coleman on Starting Social Service - The Upsell Podcast - Better Communication for Your Business and Life
Social Media Instructor and Consultant, Rebecca Coleman, sits down with host Russel Lolacher to talk about why you should be on social media as a customer service channel. Word of the Week: SOCIAL (seemed obvious) In the show, Russel and Rebecca discuss: * actionable tips to get you started on social * the dangers of not being on social media * examples of companies doing it right. * Rebecca’s background in theatre and how it helps online engagement. We also find out the industry that she thinks is generally doing customer service best. For more on Rebecca Coleman and her work, connect with her on Twitter and on her website.
16 minutes | Sep 4, 2015
Episode 8 – Your Customer Service Actions Have Consequences - The Upsell Podcast - Better Communication for Your Business and Life
It’s episode eight of The Upsell Podcast. Another solo episode as I dig into a few things that are on my mind or have happened to me recently. Segment #1 – Top of Mind “Let’s Flip Customer Service” The term customer service is losing it’s effect. It’s a department. It’s something company’s play lip service to. What if we moved the words around to inspire and provide a call to action? The smallest moves can have the biggest impacts on mindset. Segment #2 – Word of the Week: Ripples Like ripples in a pond, our actions have consequences. Customer service is no different. In person, online or at work, good service actions can inspire while bad ones can bring the whole place down. For example: * In your store, the way you treat a customer can be seen by all the other customers there. Whether it’s neglect, failure to fix a problem or blow them away with value, those moments are on display. * Online, no interaction is private. Whether it’s on a forum like YELP, an exchange on Twitter or Facebook, a blog comment or even an email, one interaction can be blown and go viral with a screenshot or a share. * At work, coworkers see how others work with customers. Those actions can really impact culture What can you do to address those ripples? * listen and engage with all your customers. * show true empathy. * give and follow up on internal surveys of your employees. Segment #3 – Tell Me an Upsell Story After a recent email exchange with a social media management company, I was less than impressed with how they spoke to me, as a prospective client and someone they didn’t have a prior relationship with. Whether it was the sales associate’s condescending, “From what I can see, you’re doing a great job.” to his manager’s excuse that the sales guy is great, I’m just “outside his personality.” Some lessons to share: * Words can be perceived badly, even if that’s not the intent. * Everyone is “outside the personality” of your staff. Segment #4 – A the Q: Answer the Question Our latest question: “What industry provides great customer service, generally?” I heard AMAZING answers from our last tw
37 minutes | Aug 16, 2015
Episode 7 – Consultant Michel Falcon Founder of Experience Academy - The Upsell Podcast - Better Communication for Your Business and Life
In episode seven of the The Upsell Podcast, host Russel Lolacher talks to customer and employee experience expert Michel Falcon, founder of the Experience Academy. Word of the Week: EXAMPLE (as in “leading by…”) In the show, Russel and Michel discuss: * why companies aren’t providing better customer and employee engagement with so many great examples of how to do it right. * the gap in business school education around customer service training. * how important surveys are for employees and customers. * Michel’s love/hate relationship with the internet. We also find out the one word Michel would use to describe great leadership. For more on our guest and his books, check him out on Twitter and on his website.
45 minutes | Jul 21, 2015
Episode 6 – Author Stan Phelps from 9 Inch Marketing - The Upsell Podcast - Better Communication for Your Business and Life
It’s episode six of the podcast, The Upsell host Russel Lolacher (that’s me) talks to author, speaker and customer experience architect Stan Phelps, who is know for his “Goldfish Series”. Most notably, “What’s Your Purple Goldfish” about differentiation via added value and marketing to your existing customers via G.L.U.E (giving little unexpected extras). Word of the Week: LAGNIAPPE In the show, Russel and Stan discuss why he has such a fascination with goldfish, how customer service and business have changed since he founded 9 Inch Marketing, the biggest gaps to success for companies in customer experience, some details about his upcoming book Blue Goldfish, the Amazon Effect and why we should all aspire to be a little “blue”. We also find out the one word Stan would use to describe great leadership. For more on our guest and his books, check him out on Twitter and on his website.
35 minutes | Jul 15, 2015
Episode 5 – Make it Easy for Customers, You and Your Business - The Upsell Podcast - Better Communication for Your Business and Life
Welcome to the fifth episode of The Upsell Podcast. First, thank you for the great feedback and support you’ve shared since I launched. It’s amazing the people who come from every direction, seeing you put out something they feel a connection to and showing their care and attention. I’m only a few episodes in and with your conversations, ratings, reviews… it’s been humbling. So on to the show, another solo-cast. Segment #1 – Top of Mind “I’m an idiot.” I share one of the dumbest things I’ve done. I was invited to speak on a panel at a joint CPRS/IABC event in Victoria to a budding group of communicators, looking to get into the market. When the emcee asked how the audience could follow up with us, I told them not to. It was a very stupid move and one I regret, even a few years later. Add humanity and empathy, even when it’s not easy to do. Segment #2 – Word of the Week: Easy “Make it easy for me to give you my money” – John Hoffman MAKE IT EASY for your customers, for others in your life and for your employees. In life, make it easy for people: * to like you. Have you ever had an encounter with someone and thought, “why did I say that? I didn’t have to be a jerk there.” You know it was the wrong thing by just looking at the reaction from the other person. * to get where they are going (car, doorway, etc). Always such a pain point * for people to overcome their obstacles * (if you see someone struggling with their career or family life, if you see someone looking for knowledge, etc.) In business, make it easy for customers to: * access your service or buy your product – goes back to John’s comment. How many obstacles do you put in the way? * find information – if I want to know something about your company, how readily available is the information? Make sure your FAQs are up to date. Make sure you’re transparent. * contact you – Stop hiding from your customers. * Quit you. At work, make it easy for your staff or employees to: * get your time – When you say you have an open door policy, do you really? And if that door is open and you
37 minutes | Jul 7, 2015
Episode 4 – Mike Russell from Victoria Police Department - The Upsell Podcast - Better Communication for Your Business and Life
In the fourth episode of the podcast, The Upsell host Russel Lolacher talks to Victoria BC Police Department’s Mike Russell, who has significantly helped grow the brand and engagement in the community for his organization. Word of the Week: COMMUNITY In the show, Russel and Mike discuss the importance of community building to build trust; the many ways the Victoria Police Dept is engaging with citizens, including on Reddit; how strategy is not a one-size fits all; and how someone with no communications training can be so successful in adding humanity to his engagement. We also find out the one word Mike would use to describe great leadership. His Twitter: www.twitter.com/communitymike Victoria Police Department: www.vidpd.ca and www.twitter.com/vicpdcanada Connect to The Upsell at firstname.lastname@example.org Get a FREE ebook when you join The Upsell Podcast mailing list.
20 minutes | Jun 17, 2015
Episode 3 – Tricia Morris from Parature of Microsoft - The Upsell Podcast - Better Communication for Your Business and Life
It’s the Upsell podcast, episode number three. I’m Russel Lolacher and I’m excited. I’m thrilled. We have our very first guest. It’s going to be Tricia Morris from Parature of Microsoft. We’re going to talk customer service. We’re going to talk omni channel. We’re going to talk self-service and what we really need to do is not keep her waiting. Let’s get to it. TRANSCRIPT Host Russel Lolacher: Hello and welcome again to the Upsell podcast. I’m Russel Lolacher and thank you once again for joining me. A little excited, a little happy, I have a chance to talk to somebody today that I’ve been meaning to talk to for a really long time. In the customer service circles of blogging and social media as a whole, Tricia Morris and I had been kind of circling each other being on particular lists of customer service this and that and her work with Parature I’ve been a huge fan of, for a long time. I try to share all her content the minute I get a chance to and I have her on the show today. Hello Tricia. Tricia Morris: Hi Russel. Great to be here. Thanks for the warm welcome. Russel: Oh, thank you very much. Now, your title, I just want to make I get sure this right, Senior Product Marketing Manager, is that correct? Tricia: That’s me. Russel: Okay, that’s you. I didn’t want to add any words or subtract any words. I wanted to make sure I covered everything. Tricia: It’s perfect. Russel: Now I do want to talk a little bit about Parature and I want to dig in actually in a lot into your look at customer service, sort of how you look at it because believe me, you’re pumping out so much content that I’m sure you’re seeing it from a lot of different angles that I think people will get a lot of benefit from. One thing I did notice, and just to be fair, Tricia hasn’t seen any of these questions. She has no idea what I’m going to ask her. I will start with something you many have mentioned on your Twitter bio, that you’re a bit of a science fiction nerd. Now I like to start any conversations off with something that’s a little more unrelated to the conversation at hand. So I’m going to go ri
27 minutes | Jun 17, 2015
Episode 2 – Learning Situational Awareness - The Upsell Podcast - Better Communication for Your Business and Life
It’s our second show of The Upsell Podcast and we discuss how important situational awareness is in the customer experience. You need to know what’s going on around you and make it a priority to act. If not, what is that saying about your interest in your customers or their business? Segment #1 – Top of Mind “Is Customer Service Dead?” I had an interesting discussion with Stephanie Fowler, a practitioner of PR in Vancouver, on engagement, public relations and customer service. She asked the question, “Is customer service dead?” and it stopped me. It stopped me because I’d heard it from so many people before. Segment #2 – Word of the Week: Situational Awareness * We look at the standard definition of the phrase and it’s roots in military culture. * Some examples in customer service include: * Have you ever been in line, waiting to be served, when the cashier is busy focused on some task at hand, finally looks up and seems startled to notice you’re there? (Happened to me 2 days ago) * Have you ever been out for dinner and the server hasn’t been by in ages, yet they seem to be visiting every other table no problem…even tables that were seated after you? * Have you ever called into a customer service call centre and the person seems more interested in following a script than listening to you? * Three ways to understand situational awareness in regards to customer service: Emotionally, Physically and Spiritually. * Learn to be more situationally aware. Examples include making a conscious effort and the OODA Loop * We dig into a method that could really work, created by onPoint Tactical founder Kevin Reeve. * Monitor the Baseline. * Fight Normalcy Bias. * Avoid using the obvious focus locks in transition areas. * Learn why having situational awareness is important as a business and as an employee. Segment #3 – Tell Me an Upsell Story In pa
23 minutes | Nov 10, 2014
Episode 1 – Introducing the New Meaning of The Upsell - The Upsell Podcast - Better Communication for Your Business and Life
Hello and welcome to the first episode of The Upsell Podcast. In this show, I talk about taking back the term “upselling” from its negative roots of manipulation and put a more meaningful spin on it. I think we can do better than just trying to get a bit more money out of customers without adding value. Segment #1 – Top of Mind Origins of The Upsell. Topics I discuss: * Why a podcast after starting as a blog since 2009 * My customer service background. * My honour to be on various lists naming customer service influencers and leaders, including Huffington Post and GetApp.com * Why customer service is important to me. Hint: It’s about people and relationship building. I also share my biggest influences: * Simon Sinek’s book and TEDx Talk: Start with WHY * Jay Baer’s book Youtility, on being useful to your customers. Segment #2 – WORD OF THE WEEK: Upsell * We’ll discuss the various standard definitions and what upselling has traditionally meant * What “The Upsell” should be and that by changing the definition it can help your business, and how you approach life. * This podcast is about learning and understanding how to improve the customer experience, the employee experience and the human experience. Specifically, the 3 things this podcast will focus on are: Upsell your Business, Upsell your Organization, and Upsell your Life. Segment #3 – Tell Me an Upsell Story I share my Dad’s recent Dirty Bird Scrap Car and Truck Removal experience. A business that understands their customers and how they are relevant to their lives. This company doesn’t remove scrap, they fix problems by removing emotional baggage. Yes, I said it. Segment #4 – A the Q, Answer the Question “In one word, what is good customer service?” Before I wrap up
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