Secrets to Operationalizing a Transformational Customer Program | John Timmerman

02/18/21 • 33 min

Today we’re gonna be talking about operations and how that really plays into the role of helping you transform your customer experience, and with us we brought on the Vice President at Mercy Hospital, John Timmerman. The best thing to do is find out who is performing the best and study their behavior, and don’t study the behavior of the average employee, or you’ll get average results. It’s easy to take your company values and just put them on the wall, but often that doesn’t affect a lot of the people working in the department. John tells us how to deal with the employees that aren’t adapting or don’t want to change with the company.
John’s background 0:52
How to coach organizations to shift from subjective to objective 2:33
What it comes down to 8:16
How to deal with people who won’t adapt 10:54
Stay away from this 24:02
“I’d talk about our values and say, ‘If there’s anything here that you feel uncomfortable with, please we’re gonna take a break and do not come back because this is not the right organization for you. There’s an organization out there for you, we’re just not the one, and that’s OK. We want you to come to that self discovery now.’” 11:50

Previous Episode

Keys to Enabling Long Term Sustainability in Customer Service | Billie Jo Timm

In today’s episode we have joining us Customer Experience Expert and Sr. Vice President at Masterbrand Cabinets, Billie Jo Timm, and we’re going to be talking about enabling long term sustainability in customer service. She'll give some good advice on how to get people to collaborate by getting them involved in the whole process of exactly what they do and how it impacts the customer. She will explain the various steps of long term sustainability, such as pushing continuous improvement and preparing for a change in culture. Tune in!
Billie Jo’s background 0:50
How she ups her collaboration game 3:57
Continuous improvement 6:17
Change in culture 10:37
“We’ve had great success where they want to be involved because they also can learn things, and learn how to run their business more effectively using similar tools and using similar structure. Many of the customers we have worked with have really benefited from that and are excited to be a part of it.” 5:45
https://www.linkedin.com/in/billie-jo-timm/

Next Episode

How to Optimize Your Remote Workforce | Gordon Schleffer

In this episode we are discussing the best ways to set up your remote workforce and with us today we have the VP of customer care at Magellan Health, Gordon Schleffer. He explains what went on with the customer service world after the pandemic hit last year and what types of businesses gained more calls from customers versus what businesses lost calls. Gordon tells us that the companies that did the best were the ones who had established a strong company culture. The ability of your management and staff to keep your team engaged is the difference between success and failure in this new economic climate. We discuss AI technology that can monitor calls for you and send alerts when something goes wrong in a conversation.
Gordon’s background 0:39
What happened to the customer contact center world after Covid hit? 2:08
What separated the top performers from the bottom? 7:25
How are people managing to be successful in this new work environment? 10:43
Adapting to different technologies 15:24
“To me the critical piece on how successful and how well your contact center is run is based on the culture you create. And so, I think that the companies that have probably fared the best when they sent their staff home were the companies that had the strongest culture.” 7:40
https://www.linkedin.com/in/gordon-schleffer-9463245/