https://simplecast.com Chip Chat On Customer Service Chip brings together the most inspirational thought-leaders in the customer service industry to have light & lively conversations that will enhance your business knowledge and challenge conventional wisdom. Chip has more than 35 years of experience in this field and is well-known in the industry as an expert on customer service, business relationships, and client success. Each episode will either feature a unique guest or special AMA sessions with Chip himself. On with the show!!! 2021 Chip Chat on Customer Service en-us Tue, 16 Nov 2021 16:03:24 +0000 Tue, 16 Nov 2021 16:03:34 +0000 https://thechipchatpodcast.com Chip Chat On Customer Service https://image.simplecastcdn.com/images/548c120b-9592-4221-af1f-3940ab56e299/a63901de-91b7-45ce-bd08-073b2d9abfad/3000x3000/chip-chat-podcast-logo.jpg?aid=rss_feed https://thechipchatpodcast.com episodic Chip brings together the most inspirational thought-leaders in the customer service industry to have light & lively conversations that will enhance your business knowledge and challenge conventional wisdom. Chip has more than 35 years of experience in this field and is well-known in the industry as an expert on customer service, business relationships, and client success. Each episode will either feature a unique guest or special AMA sessions with Chip himself. On with the show!!! Chip Rohde no https://feeds.simplecast.com/q3GSB3Nm business, call center, customer relations, customer satisfaction, customer experience, sales, customer service, contact us, outsourcing, customers, customer service tips Chip Rohde thechipchatpodcast@gmail.com 7cbe3883-de09-4001-ae5e-af89af9d3cf4 Building Customer Service Strategies for a Major City with Detroit's Adrian Tonon In today's episode Chip and Adrian discuss the following topics:

  • Striving for excellence in the restaurant industry and in the City of Detroit
  • How to implement a customer service strategy for a major city
  • Importance of the Improve Detroit app
  • How and why to become an Ambassador of Detroit

Mentioned in the episode:

To Contact Adrian:

To Contact Chip:

]]> Tue, 16 Nov 2021 16:03:24 +0000 thechipchatpodcast@gmail.com (Chip Rohde) https://thechipchatpodcast.com/episodes/building-customer-service-strategies-for-a-major-city-with-detroits-adrian-tonon-H916Q04I In today's episode Chip and Adrian discuss the following topics:

  • Striving for excellence in the restaurant industry and in the City of Detroit
  • How to implement a customer service strategy for a major city
  • Importance of the Improve Detroit app
  • How and why to become an Ambassador of Detroit

Mentioned in the episode:

To Contact Adrian:

To Contact Chip:

]]> Building Customer Service Strategies for a Major City with Detroit's Adrian Tonon Chip Rohde 00:22:57 How Adrian Tonon took customer service skills he learned in the restaurant business to apply to the City of Detroit. How Adrian Tonon took customer service skills he learned in the restaurant business to apply to the City of Detroit. michigan, strategy, detroit, chip chat, residents, ambassador, customer service, 24 hour economy, customer care, adrian tonon no full 8 1f8b4875-9cdb-47a1-8db6-bbc998a53285 The Barefoot Spirit with Michael Houlihan, Co-Founder of Barefoot Wines Since they sold their popular wine brand Michael Houlihan & Bonnie Harvey have dedicated themselves to helping others achieve the same success without suffering through the same mistakes that they made. They started in a laundry room of a rented farmhouse in the Sonoma County hills and ended up in the boardroom of the world’s largest winery. They were under capitalized and lacked knowledge of their industry. They were forced to become resourceful, develop and utilize soft skills, forge long term relationships with strategic allies, and practice an extended view of customer service.
Because they couldn’t afford commercial advertising, they developed what they called, “Worthy Cause Marketing”. They supported hundreds of small non-profits in the neighborhoods surrounding the stores where their products were sold. They hoped to give the members of those non-profits a social reason to buy their products.
Their Customer Care people were transformed from “complaint resolution” to “customer intel”. Today they help companies develop formal lines of communication between Customer Care and Marketing, R&D, and Production to keep their products and services relevant and competitive. Barefoot is now the #1 Wine Brand in the world.

In this episode we discuss the following:

  • How bankruptcy turned into opportunity and led to the creation of Barefoot Wines
  • An example of how a great idea came from an unlikely source
  • Going the extra mile in supporting nonprofits in your business strategy
  • How to motivate employees and structure a customer service organization

Mentioned in the show:

The Barefoot Spirit Audiobook

Entrepreneurial Speaking Reel

SOCAP

Barefoot Wines

To Contact Michael:

www.thebarefootspirit.com

To Contact Chip:

Email: TheChipChatPodcast@gmail.com

Facebook: The Chip Chat Podcast

Instagram: The Chip Chat Podcast

]]> Tue, 9 Nov 2021 03:20:43 +0000 thechipchatpodcast@gmail.com (Chip Rohde) https://thechipchatpodcast.com/episodes/the-barefoot-spirit-with-michael-houlihan-co-founder-of-barefoot-wines-PjO0afGR Since they sold their popular wine brand Michael Houlihan & Bonnie Harvey have dedicated themselves to helping others achieve the same success without suffering through the same mistakes that they made. They started in a laundry room of a rented farmhouse in the Sonoma County hills and ended up in the boardroom of the world’s largest winery. They were under capitalized and lacked knowledge of their industry. They were forced to become resourceful, develop and utilize soft skills, forge long term relationships with strategic allies, and practice an extended view of customer service.
Because they couldn’t afford commercial advertising, they developed what they called, “Worthy Cause Marketing”. They supported hundreds of small non-profits in the neighborhoods surrounding the stores where their products were sold. They hoped to give the members of those non-profits a social reason to buy their products.
Their Customer Care people were transformed from “complaint resolution” to “customer intel”. Today they help companies develop formal lines of communication between Customer Care and Marketing, R&D, and Production to keep their products and services relevant and competitive. Barefoot is now the #1 Wine Brand in the world.

In this episode we discuss the following:

  • How bankruptcy turned into opportunity and led to the creation of Barefoot Wines
  • An example of how a great idea came from an unlikely source
  • Going the extra mile in supporting nonprofits in your business strategy
  • How to motivate employees and structure a customer service organization

Mentioned in the show:

The Barefoot Spirit Audiobook

Entrepreneurial Speaking Reel

SOCAP

Barefoot Wines

To Contact Michael:

www.thebarefootspirit.com

To Contact Chip:

Email: TheChipChatPodcast@gmail.com

Facebook: The Chip Chat Podcast

Instagram: The Chip Chat Podcast

]]> The Barefoot Spirit with Michael Houlihan, Co-Founder of Barefoot Wines Chip Rohde 00:31:42 Find out how Michael & Bonnie turned a bankrupt wine company into one of the most well-known wine businesses in the industry. Find out how Michael & Bonnie turned a bankrupt wine company into one of the most well-known wine businesses in the industry. business, customer support, roi, strategy, barefoot wines, customer service, barefoot, customer care, michaelhoulihan, barefoot spirit, customer relations no full 7 3dc5b5de-9cb4-465f-af3c-e09197e56ff3 Customer Success in B2B with Jim Moloney, VP at Navistar "Open your doors. Invite anybody and everybody and have them sit with your frontline teams". - Jim Moloney

Key topics covered in today's episode with Jim:

  • Why customer service matters in B2B
  • How to gain a strategic advantage vs. your competitors
  • Working with senior leadership on your customer service strategy
  • The importance of having leadership sit with frontline teams
  • Social media's impact on customer service

Mentioned in Show:
Navistar
SOCAP

To contact Chip:
Email: TheChipChatPodcast@gmail.com
Facebook: The Chip Chat Podcast
Instagram: The Chip Chat Podcast


 

]]> Mon, 1 Nov 2021 13:05:04 +0000 thechipchatpodcast@gmail.com (Chip Rohde) https://thechipchatpodcast.com/episodes/customer-success-in-b2b-with-jim-moloney-vp-at-navistar-kXQHHn8p "Open your doors. Invite anybody and everybody and have them sit with your frontline teams". - Jim Moloney

Key topics covered in today's episode with Jim:

  • Why customer service matters in B2B
  • How to gain a strategic advantage vs. your competitors
  • Working with senior leadership on your customer service strategy
  • The importance of having leadership sit with frontline teams
  • Social media's impact on customer service

Mentioned in Show:
Navistar
SOCAP

To contact Chip:
Email: TheChipChatPodcast@gmail.com
Facebook: The Chip Chat Podcast
Instagram: The Chip Chat Podcast


 

]]> Customer Success in B2B with Jim Moloney, VP at Navistar Chip Rohde 00:29:03 Customer support strategy at B2B companies requires a unique approach, and Jim Moloney explains how to gain a strategic advantage Customer support strategy at B2B companies requires a unique approach, and Jim Moloney explains how to gain a strategic advantage customerservice, business, customersupport, customercare, strategy, professionals, chipchat, socap, b2b, navistar no full 6 8effbcf8-6604-4a08-921c-b814d43edbe8 Turn Why Into ROI with Peter Iansek Operative Intelligence helps contact centers systematically improve customer experience and operational performance through powerful data and insights. And I'm excited to sit down with its CEO, Peter Iansek. Today we discuss a variety of topics including:

  • Advice on getting leaders to take action on customer success analytics
  • Making sense of millions of customer interactions to tell the story through automation
  • How to solve problems and improve ROI by asking "why"

Mentioned in the show:

Operative Intelligence

SOCAP

To contact Peter:
Peter@OperativeIntelligence.com

To contact Chip:

Email: TheChipChatPodcast@gmail.com
Facebook: The Chip Chat Podcast
Instagram: The Chip Chat Podcast

]]> Sat, 23 Oct 2021 21:13:48 +0000 thechipchatpodcast@gmail.com (Chip Rohde) https://thechipchatpodcast.com/episodes/turn-why-into-roi-with-peter-iansek-8EVY4xOj Operative Intelligence helps contact centers systematically improve customer experience and operational performance through powerful data and insights. And I'm excited to sit down with its CEO, Peter Iansek. Today we discuss a variety of topics including:

  • Advice on getting leaders to take action on customer success analytics
  • Making sense of millions of customer interactions to tell the story through automation
  • How to solve problems and improve ROI by asking "why"

Mentioned in the show:

Operative Intelligence

SOCAP

To contact Peter:
Peter@OperativeIntelligence.com

To contact Chip:

Email: TheChipChatPodcast@gmail.com
Facebook: The Chip Chat Podcast
Instagram: The Chip Chat Podcast

]]> Turn Why Into ROI with Peter Iansek Chip Rohde 00:28:34 Today, we dive into the world of contact center data analysis with CEO of Operative Intelligence, Peter Iansek. Today, we dive into the world of contact center data analysis with CEO of Operative Intelligence, Peter Iansek. roi, analytics, customer service, business intelligence, customer intelligence, operative intelligence, customer care, automation no full 5 95611754-9451-4e7d-8def-025cc6a74e24 Ask Me Anything on Customer Service In this episode of the podcast, I'm the one in the hot seat. My daughter, Carolyn, is taking over the mic and asking me about my experience in the industry, my passion for customer service, and valuable advice I've received in my career. We talk about Amazon's dedication to its customers, the rise of chatbots, and how a blizzard in Canada led to a new client and lifelong friend.

If you have questions for me and would like them answered on a future AMA episode, please see the links below for contact info.  And if you're enjoying the content please rate the show, tell a friend and subscribe! 

Mentioned in the show:

ContactUS

Contact Chip:

E-mail: TheChipChatPodcast@gmail.com

Instagram: @TheChipChatPodcast

Facebook: The Chip Chat Podcast

Website: TheChipChatPodcast.com

]]> Wed, 12 May 2021 22:00:00 +0000 thechipchatpodcast@gmail.com (Chip Rohde) https://thechipchatpodcast.com/episodes/ask-me-anything-on-customer-service-GuPVj2PA In this episode of the podcast, I'm the one in the hot seat. My daughter, Carolyn, is taking over the mic and asking me about my experience in the industry, my passion for customer service, and valuable advice I've received in my career. We talk about Amazon's dedication to its customers, the rise of chatbots, and how a blizzard in Canada led to a new client and lifelong friend.

If you have questions for me and would like them answered on a future AMA episode, please see the links below for contact info.  And if you're enjoying the content please rate the show, tell a friend and subscribe! 

Mentioned in the show:

ContactUS

Contact Chip:

E-mail: TheChipChatPodcast@gmail.com

Instagram: @TheChipChatPodcast

Facebook: The Chip Chat Podcast

Website: TheChipChatPodcast.com

]]> Ask Me Anything on Customer Service Chip Rohde 00:33:09 Our first of many Ask Me Anything episodes! Our first of many Ask Me Anything episodes! customer support, outsourcing, customer service, ama, customer care, chatbot, interview, michelin, customer experience no full 4 8908334d-748b-43b8-89c9-9fb9dd7063a8 Lon Safko on Embracing Artificial Intelligence in Customer Service Lon Safko is a serial innovator, inventor, bestselling author, speaker, and good friend of mine.

He is an author of remarkable breadth, writing six innovative books, which have shown corporations how to train managers to think creatively, detailed the secrets of launching a successful online business, and many other topics. His latest book, “The Social Media Bible,” unlocks the mysteries of social media for business. 

Lon is a remarkably creative person. He is the creator of the “First Computer To Save A Human Life”. That computer, along with 18 other inventions and more than 30,000 of Lon‘s papers, are in the Smithsonian in Washington, D.C. He has created numerous hardware and software solutions for the physically challenged, developed the first CAD software for civil engineers, and is also responsible for those handy little Tool-Tips help-balloon pop-ups! 

Key topics discussed in today's conversation:

  1. How to incorporate artificial intelligence into your customer service strategy
  2. What a great chatbot looks like, how to make it smarter, and why it's important for your business
  3. How to choose the right chatbot for your organization
  4. Why you need to monitor your social media channels

Mentioned in the Show:

To Contact Lon:

To Contact Chip:

]]> Wed, 5 May 2021 13:00:00 +0000 thechipchatpodcast@gmail.com (Chip Rohde) https://thechipchatpodcast.com/episodes/lon-safko-on-embracing-artificial-intelligence-in-customer-service-ABJQqu9j Lon Safko is a serial innovator, inventor, bestselling author, speaker, and good friend of mine.

He is an author of remarkable breadth, writing six innovative books, which have shown corporations how to train managers to think creatively, detailed the secrets of launching a successful online business, and many other topics. His latest book, “The Social Media Bible,” unlocks the mysteries of social media for business. 

Lon is a remarkably creative person. He is the creator of the “First Computer To Save A Human Life”. That computer, along with 18 other inventions and more than 30,000 of Lon‘s papers, are in the Smithsonian in Washington, D.C. He has created numerous hardware and software solutions for the physically challenged, developed the first CAD software for civil engineers, and is also responsible for those handy little Tool-Tips help-balloon pop-ups! 

Key topics discussed in today's conversation:

  1. How to incorporate artificial intelligence into your customer service strategy
  2. What a great chatbot looks like, how to make it smarter, and why it's important for your business
  3. How to choose the right chatbot for your organization
  4. Why you need to monitor your social media channels

Mentioned in the Show:

To Contact Lon:

To Contact Chip:

]]> Lon Safko on Embracing Artificial Intelligence in Customer Service Chip Rohde 00:29:31 Lon Safko discusses artificial intelligence in customer service and why we should embrace this growing trend. Lon Safko discusses artificial intelligence in customer service and why we should embrace this growing trend. customers, customer support, social media, chip chat, artificial intelligence, customer service, chip rohde, customer care, chatbot, lon safko, social media bible, socap, facebook no full 3 7d6cf833-1fb3-4b4b-b1ea-60df99384935 Lisa Diehl from Blue Diamond Today we chat with my very good friend Lisa Diehl, Manager of Consumer Advocacy at Blue Diamond Growers, the company behind Blue Diamond Almonds, Nut Thins, Almond Breeze, protein and baking mixes. Believe it or not, the company has been around since 1910!

Lisa shares some great tips on how to successfully respond to your customer, how to successfully launch a new product as a team effort with the rest of the company, plus exciting news about SOCAP -Society of Consumer Affairs Professionals in Business - the authority for customer service!!!!! On with the show! 

To contact Lisa Diehl:

To contact Chip:

Mentioned in the show:

]]> Wed, 28 Apr 2021 13:00:00 +0000 thechipchatpodcast@gmail.com (Lisa Diehl) https://thechipchatpodcast.com/episodes/lisa-diehl-from-blue-diamond-Sck97Xsn Today we chat with my very good friend Lisa Diehl, Manager of Consumer Advocacy at Blue Diamond Growers, the company behind Blue Diamond Almonds, Nut Thins, Almond Breeze, protein and baking mixes. Believe it or not, the company has been around since 1910!

Lisa shares some great tips on how to successfully respond to your customer, how to successfully launch a new product as a team effort with the rest of the company, plus exciting news about SOCAP -Society of Consumer Affairs Professionals in Business - the authority for customer service!!!!! On with the show! 

To contact Lisa Diehl:

To contact Chip:

Mentioned in the show:

]]> Lisa Diehl from Blue Diamond Lisa Diehl 00:36:54 Lisa Diehl from Blue Diamond Growers shares some great tips on how to successfully respond to your customer, how to successfully launch a new product as a team effort with the rest of the company, plus exciting news about SOCAP - Society of Consumer Affairs Professionals in Business - the authority for customer service! Lisa Diehl from Blue Diamond Growers shares some great tips on how to successfully respond to your customer, how to successfully launch a new product as a team effort with the rest of the company, plus exciting news about SOCAP - Society of Consumer Affairs Professionals in Business - the authority for customer service! live agent chat, business, agent chat, call center, chip chat, chat bot, smokehouse almonds, customer service, customer, customer care, post purchase, loyalty, crm, contact us, cpg, product, blue diamond almonds, technology, customer experience, blue diamond, product launch, consumer insights no full 2 66872ea4-56fd-4c70-af39-90fd5632fcfd Introduction to Chip Chat on Customer Service Welcome to the first edition of the Chip Chat on Customer Service podcast and thank you for listening!! 

This episode covers the following questions:

  1. Who is Chip and what does he chat about?
  2. What will I learn from this podcast?
  3. How did Chip get the idea to start Chip Chat?
  4. How do I contact Chip?

Please subscribe to the show, follow us on social media and contact Chip directly with any questions, comments or content suggestions. 

Join us next time for another light and lively discussion on customer service topics, issues and ideas!  Thank you!

]]> Mon, 19 Apr 2021 23:00:00 +0000 thechipchatpodcast@gmail.com (Chip Rohde) https://thechipchatpodcast.com/episodes/introduction-to-chip-chat-on-customer-service-cWkz8soN Welcome to the first edition of the Chip Chat on Customer Service podcast and thank you for listening!! 

This episode covers the following questions:

  1. Who is Chip and what does he chat about?
  2. What will I learn from this podcast?
  3. How did Chip get the idea to start Chip Chat?
  4. How do I contact Chip?

Please subscribe to the show, follow us on social media and contact Chip directly with any questions, comments or content suggestions. 

Join us next time for another light and lively discussion on customer service topics, issues and ideas!  Thank you!

]]> Introduction to Chip Chat on Customer Service Chip Rohde 00:03:12 Welcome to the Chip Chat podcast! Welcome to the Chip Chat podcast! chip, business, customer service, customer, chip rohde, customer experience no full 1