It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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内容由John Walter提供。所有播客内容（包括剧集、图形和播客描述）均由 John Walter 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品，您可以按照此处概述的流程进行操作https://zh.player.fm/legal。
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Episode 12: How Stanley Black & Decker achieves the highest customer satisfaction in the U.S., with Orlando Gadea
Manage episode 362108166 series 3447443
内容由John Walter提供。所有播客内容（包括剧集、图形和播客描述）均由 John Walter 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品，您可以按照此处概述的流程进行操作https://zh.player.fm/legal。
Stanley Black & and Decker received the highest score for customer satisfaction in the Wall Street Journal’s latest Management Top 250 ranking. This episode is about how that was achieved. It's a conversation with the company's Global Vice President of Customer Experience Transformation, Orlando Gadea. We talk about:
- How to view customer support from a marketing perspective;
- The main purpose, and side benefits, of customer support; and
- Striking a balance between self-service, automation, and live-agent support.
To learn more about Orlando Gadea, follow him on LinkedIn here: https://www.linkedin.com/in/orlandogadea/
To learn more about John Walter, follow him on LinkedIn here: https://www.linkedin.com/in/jowalter/
47集单集
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Manage episode 362108166 series 3447443
内容由John Walter提供。所有播客内容（包括剧集、图形和播客描述）均由 John Walter 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品，您可以按照此处概述的流程进行操作https://zh.player.fm/legal。
Stanley Black & and Decker received the highest score for customer satisfaction in the Wall Street Journal’s latest Management Top 250 ranking. This episode is about how that was achieved. It's a conversation with the company's Global Vice President of Customer Experience Transformation, Orlando Gadea. We talk about:
- How to view customer support from a marketing perspective;
- The main purpose, and side benefits, of customer support; and
- Striking a balance between self-service, automation, and live-agent support.
To learn more about Orlando Gadea, follow him on LinkedIn here: https://www.linkedin.com/in/orlandogadea/
To learn more about John Walter, follow him on LinkedIn here: https://www.linkedin.com/in/jowalter/
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类似 CX, AI, and Outsourcing 的节目
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
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continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
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Wholesaling Inc with Brent Daniels
Find distressed properties for pennies on the dollar and turn them for huge profits!
Let’s face it, Real estate education has lost the script. Everybody “claims” to have the secret sauce. They get you to sign up, get you to bite on a “magic” formula, but there’s no real tools to get there. There’s so much talk, no practical steps. It’s not instructional, it’s hype. The ideas aren’t focused on your success, it’s focused on theirs. Well, it doesn’t have to be that way. If you’ve been searching for a way to escape the rat race and achieve true financial freedom wholesaling real ...
…
continue reading
Kara Goldin, founder of Hint, sits down with today’s most fascinating entrepreneurs, disruptors, and change-makers for a no-holds-barred discussion of how they overcame long odds on the road to start-up success. Guests such as Guy Kawasaki (Apple, Canva), Julie Bornstein (The Yes, Stitch Fix), Mindy Grossman (WW), and Amy Errett (Madison Reed) share wisdom and anecdotes that will inspire you – and challenge you to think differently about achieving your goals. For more on the podcast as well ...
…
continue reading
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…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
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