Marketing Horizons, a series in the WVU Marketing Communications Today podcast, is forward-thinking, looking ahead, through the front windshield and beyond, into the marketing future. Marketing Legends, another series in the WVU Marketing Communications Today podcast, features marketing thinkers, innovators, practitioners and founders — legends of the marketing world — who will talk about their careers and share their wisdom with the marketers of today. Hosted by Cyndi Greenglass and Ruth Stevens, these podcast series are dedicated to looking ahead to the new ideas, technologies, tools and strategies that are emerging to help marketers navigate over the marketing horizon.
Episodes
Thursday Mar 21, 2024
Thursday Mar 21, 2024
Amas Tenumah explains why customer service is broken and what we, as marketers and as consumers, can do to help fix it. The reasons range from the industrialization of the customer service function, where it became all about efficiency and cost-cutting, to the difficulty in demonstrating quick results from investments in happier customers. But he ends on a high note, with encouraging news about the power of technology to improve the ability of call center reps to establish rapport and solve problems. Amas shared some interesting hacks with us from his latest book, Waiting For Service, including how as consumers we can advocate and achieve better service for ourselves!
In our post-recording chat, Amas shared one more tip to check out: ACSI, the American Customer Satisfaction Index, where you can find CSAT scores by industry and by company, across the U.S. economy.
About our Guest:
Amas is a humanist, futurist, and storyteller. Amas obsessively focuses on two topics - Customer Experience & Living Blissfully.
Amas’ life's work so far has been advising companies and governmental agencies on how to deploy technology to connect emotionally with employees and customers. Amas is often asked to keynote or advise select C-Suite executives 1 on 1. He has given dozens of Keynote presentations at Salesforce, National Dentist Association, Annenberg Foundation and many many more.
Amas work has been featured on NPR, FoxBusiness, Fortune, Forbes, The Huffington Post, Entrepreneur and other business journals for thought leadership.
Amas has helped organizations like Fastly, Wendy's, Teleflora, Coca-Cola, the state of Oklahoma and DirecTV.
Amas’ books include Waiting for Service, The Curated Experience, The Joyful Stoic, and No One Wants Customer Service.
WVU Marketing Communications Today: Horizons is presented by the West Virginia University Reed College of Media, which offers renowned online master's degree programs in Marketing Communications.
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