In part one, we asked an important question regarding the future of customer service technology: Can machines replace human customer service representatives and processes permanently if they find a way to make them empathetic? While machines, artificially intelligent applications, and other types of customer service software will only accelerate in its ability to better serve customers on all levels, it will disrupt the way things are currently done. This disruptive wave transforms the roles of those in customer service positions at organizations of all kinds, but with an Anticipatory mindset, you as a professional or business executive can get in front of these disruptions.
In a recent episode of my new “Opportunity Hour: Conversations with The Masters,” Shep Hyken shared a few examples: “Now there are companies out there that already have voice recognition technology able to authenticate a customer’s account with nearly 100% accuracy within 10 spoken words…
Posted On Tuesday, 19 July 2022 00:00 Written by
Lots of new information to digest and more on its way. As I have said before, you must keep an eye on what can move the markets. Information can be spun to suit the needs or to create and support a particular position, it can also be used to clarify and counter opinions or interpretations of these facts. Here is what I found interesting and some of the reports and data I want to take note of in the weeks to come. Yesterday the CPI report revealed that inflation is hotter than expected and rose to 9.1%. This will likely lead to the FED raising rates by 75 to 100bps at the July meeting the end of this month. This could go a long way in stabilizing the long-term bond market. The PPI report that comes out this morning, the unemployment data, the labor participation rates will help clarify the…
Posted On Monday, 18 July 2022 00:00 Written by
In 2009, Deanna Lambson, a U of U graduate, elementary teacher and mother of 6 decided to help the children at her local elementary school use technology in healthy and positive ways. She discovered that although there were a few lessons here and there saying 'Don’t post personal information!' or 'Be kind online', there was a huge void when it came to teaching kids how to navigate through a media saturated world. No one wanted to touch the topic of pornography. Deanna noted, “No one knew what to say. And no one knew how to say it to little ones as young as kindergarteners." Deanna was determined to change that. She enlisted the help of Sarah Jane Weaver and Lisa Anderson to develop a program to teach principles of media safety in a kid-friendly way. “Our goal is to help kids WANT to make healthy choices online. Our purpose is…
Posted On Thursday, 14 July 2022 00:00 Written by
Conversation with my wife, Tami –  Jason: “Can you give me a ride to the airport tomorrow?  I leave for Nashville at 9 AM to attend my National Speakers Association conference.  I’m really sad to not take the kids.  I’m so grateful for all those years we drove the motorhome cross country to NSA events enjoying them together.” Tami: “Are you saying you already have your flight booked, paid for the hotel and convention?  And why aren’t you taking the 3 oldest children who have gone with you to this event every year since 2015?”
J: “Because it would be financially irresponsible right now, on the heels of the pandemic, and before this looming recession, to spend any more money while things have been coming back with my bookings.  We need to be frugal and careful, as I am getting booked more and more, it’s great but we are still needing…
Posted On Wednesday, 13 July 2022 00:00 Written by
Auto and home insurance bundles, umbrella policies, constant arguments about paying for healthcare (especially during a pandemic), and thousands of streaming and social commercial advertisements pushing different providers as being the best option for the average Joe and Jane.  Yes, we are talking about insurance and its many pros and cons. But what Flo from Progressive, the Geico Gecko, and the ever-popular Jake from State Farm may not be able to tell you is where the insurance industry is heading.  And truth be told, you do not need them to do so — you can use your own Anticipatory mindset to decode the disruptions that will change the insurance industry from this point forward.
As a consumer, this general concept may strike fear into your heart — or, conversely, bring much-needed relief. It is no secret whatsoever that the consumer-facing side of the insurance sector is complicated, no…
Posted On Tuesday, 12 July 2022 00:00 Written by
 EXIT Realty Corp International’s CEO TAMI BONNELL is an internationally renowned leader in the real estate industry and was instrumental in building three major brands. Among her many achievements, she was recognized by Real Estate trend watcher, Stephan Swanepoel, three years consecutively as one of the 200 most Powerful and influential   people in residential real estate, among the top 20 corporate executives and among the top 10 women leaders.  Ms. Bonnell has been a featured speaker at the NATIONAL ASSOCIATION OF REALTOR’S® convention to the Top 500 power brokers, The National Women’s Council REALTORS®, Inman News Connect Conference and the RIS Media’s Leadership Conference.   She was named to the National Association of Women in Housing & Real Estate Ecosystem ( NAWRB) Diversity & Inclusion Leadership Council (NDLIC). Ms. Bonnell was honored by STEM connector as one of it’s 100 Corporate Women Leaders in STEM (science, technology, engineering and math).…
Posted On Friday, 08 July 2022 00:00 Written by
It is rare for me to have tears streaming down my face as I read a blog, but that happened to me last week. One of the most wonderful couples and families I have ever known shared the story of a rare “wind event” tearing through their backyard, ripping out hundreds of trees in a hurricane-force moment that left them reeling to figure out what to do with their now apocalyptic landscape destroyed by nature.
Having just moved into their dream home on Lake Michigan, The Kotecki Family have inspired so many through 2 decades, finally able to achieve the great American Dream with their hugely successful company Escape Adulthood, while Jason paints & speaks, Kim runs the business details and homeschools their darling children, and found the perfect home on a property surrounded by trees, a majestic wonderland preserved for their joy. What you’re about to see is…
Posted On Friday, 08 July 2022 00:00 Written by
There is more opportunity now to transform the customer experiences and customer service of your business organization than at any other time in history. We live in a technological world, but more importantly, we also live in a human world. That world is filled with human customers, human employees, and human wants and needs. Human beings are all about relationships and experiences — the emotions and memories derived from these occurrences are what drive us and, largely, what separate us from machines.
I recently asked Shep Hyken — who I would refer to as the ‘Chief Experience and Amazement Officer’ at his company, Shepherd Presentations — to join me on my program, “Opportunity Hour Conversations with The Masters,” on the subject of creating amazing customer service experiences in this digital, transformative world.  For decades, Shep has been helping companies elevate their customer experience and customer service efforts to remarkable levels.…
Posted On Thursday, 07 July 2022 00:00 Written by
Reed is a life-long Kentuckiana resident. He graduated in three years from Indiana University’s prestigious Kelley School of Business with a Bachelor of Science in Business Management and a minor in Economics. Swimming has been an integral part in Reed’s life since the age of 5. During his college years, he was a member of IU’s swim team and was part of the 2006 Big Ten Championship team, the first in 21 years. After college, he picked up coaching a summer league swim team until his real estate business grew to the point of having to stop. These experiences allowed him to develop a work ethic that is second to none. Shortly after graduating college, Reed began his career in real estate in September 2007 and is licensed in both Kentucky and Indiana. As a REALTOR®, Reed has worked with developers building shopping centers in front of WalMart Supercenters throughout…
Posted On Tuesday, 05 July 2022 00:00 Written by
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