In episode five of the Voice of the Customer, we talk to Tyson Goeltz, who spreads the gospel about setting expectations, managing them, and delivering on those expectations. After a tragic, but very "national lampoon vacation handyman moment," he was rescued by a fantastic contractor named Tim, whom he found on taskrabbit.com...hit Tyson up if you…

In episode four of the Voice of the Customer, we meet Aarthi Gonela who really knows how to put the "feel" of a customer experience into words. After a fantastic experience with Overstock.com, she helps our audience understand the importance of making a customer feel like they matter, and that often products and services are much more to a client t…

In episode three of the Voice of the customer, we host our FIRST couples cast. In this episode, you get to hear what customer service means from people who have served their country, a fantastic experience on the Disney Cruise Line, and a mishap at Burger King that went south fast...oh, we also talk about the AFC East and the Bills-Patriots dynamic…

Welcome to our second episode of Voice of the Customer, with Chris Drury. This podcast talks to REAL customers voicing REAL opinions about the good and bad of their customer experiences. In this episode, we talk about a wonderful experience at the Bristol Oyster Bar, and a horror trip to JC Penney. (with a bonus discussion about chewy.com!) All our…

Welcome to our first episode of Voice of the Customer, with our good friend Henry Scalfo. This podcast talks to REAL customers voicing REAL opinions about the good and bad of their customer experiences. In this episode, we talk about the Moore Brothers Wine special service, a difficult doctor's office, and an Airbnb trip gone bad ... and the VALUE …