Shows
ERCx ChatsERCx Chats EPISODE 11.5: The Future of CXAre you a planner? What happens when there is a pivot in that plan? How do you prepare for the ups and downs of your business? The future of CX has changed dramatically since the pandemic.#ERCxChats is out today featuring best-selling author Matt Watkinson and ERC's Stephanie Todd as they discuss how to keep your business ready but also realistic.
2022-02-0712 min
ERCx ChatsERCx Chats EPISODE 11.4: Uncertainty in the WorkplaceThere is so much uncertainty in the workplace right now. What does that mean for you, for your business? Best-selling author and customer experience expert Matt Watkinson joins ERC's Stephanie Todd for this thoughtful conversation on #ERCxChats.
2022-02-0712 min
ERCx ChatsERCx Chats EPISODE 11.3: Writing Books and BeyondWhat are the three primary factors that determine your success in customer experience? Learn valuable insight from best-selling author Matt Watkinson of "The Grid" and "The Ten Principles Behind Great Customer Experiences," on #ERCxChats hosted by ERC's Stephanie Todd.
2022-02-0722 min
ERCx ChatsERCx Chats EPISODE 11.2: A Seamless Customer ExperienceAre you looking to make improvements to your company's customer experience? What does seamless CX look like?Listen #ERCxChats featuring best-selling author Matt Watkinson and ERC's Stephanie Todd as they uncover the truths behind investing in CX and the important role it plays in the future of every brand.
2022-02-0717 min
ERCx ChatsERCx Chats EPISODE 11.1: SerendipitySerendipity. What does it mean to you? Watch #ERCxChats featuring best-selling author Matt Watkinson and ERC's Stephanie Todd as they discuss how life's twists and turns play a powerful role in success.
2022-02-0719 min
ERCx ChatsERCx Chats - Episoded 10.6: ResiliencyHow are character and confidence built when starting a business? #ERCxChats Host Stephanie Todd talks to Anne Mahlum founder of two successful start-ups Solidcore Back On My Feet about what it means to be resilient.To watch the video interview and learn more about Solidcore and Back On My Feet’s Founder, Anne Mahlum go to https://bit.ly/ercx-pc-ep10-sn6#GirlPower #GirlBoss #ERCxChats #ERCBPO #ERC #Solidcore #WomenWhoWork #HumbleBeginnings #BismarckNative #Customer Experience #CX
2022-01-0610 min
ERCx ChatsERCx Chats - Episode 10.5: Women Who WorkAnne Mahlum has won countless awards, but how does she really feel about all the attention? How did public perception about her change after she went from starting non-profit, Back On My Feet, to founding for-profit Solidcore? Stephanie Todd hosts as #ERCxChats examines the highs and lows of being a #femalefounder.To watch the video interview and learn more about Solidcore and Back On My Feet’s Founder, Anne Mahlum go to https://bit.ly/ercx-pc-ep10-sn5#ERCxChats #ERCBPO #ERC #Solidcore #WomenWhoWork #HumbleBeginnings #GirlPower #GirlBoss #BackOnMyFeet #Customer Experience #CX
2022-01-0606 min
ERCx ChatsERCx Chats - Episode 10.4: Trial & ErrorHow do you set the right expectations for new employees? There's no better person to ask than Executive Chairwomen and Founder of Solidcore Anne Mahlum. She also started Back On My Feet in her early twenties. Stephanie Todd hosts Anne on #ERCxChatsTo watch the video interview and learn more about Solidcore and Back On My Feet’s Founder, Anne Mahlum go to https://bit.ly/ercx-pc-ep10-sn4#GirlPower #GirlBoss #ERCxChats #ERCBPO #ERC #Solidcore #WomenWhoWork #HumbleBeginnings #BismarckNative #Customer Experience #CX
2022-01-0612 min
ERCx ChatsERCx Chats - Episode 10.3: SolidcoreHow to be prepared for the unexpected? That's the latest topic up for debate on #ERCxChats with host Stephanie Todd special guest Anne Mahlum Solidcore Back On My Feet.To watch the video interview and learn more about Solidcore and Back On My Feet’s Founder, Anne Mahlum go to https://bit.ly/ercx-pc-ep10-sn3#GirlPower #GirlBoss #ERCxChats #ERCBPO #ERC #Solidcore #WomenWhoWork #Founder #Customer Experience #CX
2022-01-0609 min
ERCx ChatsERCx Chats - Episode 10.2: Back on My FeetWhat does it take to be a founder? What qualities do founders possess? In today's episode of #ERCxChats Stephanie Todd discusses that special "it" factor that founders seem to bring along with them no matter what new project they are working on with Anne Mahlum Founder of Solidcore and Back On My Feet.To watch the video interview and learn more about Solidcore and Back On My Feet’s Founder, Anne Mahlum go to https://bit.ly/ercx-pc-ep10-sn2#GirlPower #GirlBoss #ERCxChats #ERCBPO #ERC #Solidcore #WomenWhoWork #FounderFactor #Customer Experience #CX
2022-01-0610 min
ERCx ChatsERCx Chats - Episode 10.1: Small Town GirlAnne Mahlum Founder of Solidcore and Back On My Feet joins us for #ERCxChats hosted by ERC's Chief Strategy Officer Stephanie Todd. How can personal setbacks prepare you for a life of leadership? These Bismarck, North Dakota natives discuss this and so much more in "Small Town Girl."To watch the video interview and learn more about Solidcore and Back On My Feet’s Founder, Anne Mahlum go to https://bit.ly/ercx-pc-ep10-sn1#GirlPower #GirlBoss #ERCxChats #ERCBPO #ERC #Solidcore #WomenWhoWork #HumbleBeginnings #BismarckNative #Customer Experience #CX
2022-01-0609 min
ERCx ChatsERCx Chats - Episode 9.1: How a simple idea led to Sendoso’s success.Do you remember your first job? Co-Founder and CEO of Sendoso, Kris Rudeegraap, discusses some of his early memories of entrepreneurship from selling mistletoe as a kid, to marketing MySpace for Guy Fieri. #ERCxChats Host and Chief Strategy Officer, Stephanie Todd, asks him how those experiences at a young age helped fuel his passion for business.To watch the video interview and learn more about Sendoso’s Co-Founder and CEO, Kris Rudeegraap go to https://bit.ly/ercx-pc-ep9-sn1#ERCBPO #Sendoso #ERC #CX
2021-07-3006 min
ERCx ChatsERCx Chats - Episode 9.2: Why a sales background can spark early success.Problem Solver, curiosity, recruiter, those are all qualities sales leaders possess according to Co-Founder and CEO of Sendoso, Kris Rudeegraap. His advice on why you should be talking to prospects and customers on “Day Zero.”To watch the video interview and learn more about Sendoso’s Co-Founder and CEO, Kris Rudeegraap go to https://bit.ly/ercx-pc-ep9-sn2#ERCBPO #Sendoso #ERC #CX
2021-07-3008 min
ERCx ChatsERCx Chats - Episode 9.3: How celebrating small milestones can lead to bigger victoriesHow do you celebrate big wins? Co-Founder and CEO of Sendoso, Kris Rudeegraap believes that all victories should be seen as valuable. He joins ERC’s Stephanie Todd for advice on how you can create the right company culture.To watch the video interview and learn more about Sendoso’s Co-Founder and CEO, Kris Rudeegraap go to https://bit.ly/ercx-pc-ep9-sn3#ERCBPO #Sendoso #ERC #CX
2021-07-3007 min
ERCx ChatsERCx Chats - Episode 9.4: How much emphasis should be put on a company name when building a brand?How much value should you place on your company name? Co-Founder and CEO of Sendoso, Kris Rudeegraap tackles that topic on #ERCxChats with Host Stephanie Todd.To watch the video interview and learn more about Sendoso’s Co-Founder and CEO, Kris Rudeegraap go to https://bit.ly/ercx-pc-ep9-sn4#ERCBPO #Sendoso #ERC #CX
2021-07-3006 min
ERCx ChatsERCx Chats - Episode 9.5: It’s not just about what’s inside the box, it’s about delivering happiness.Delivering happiness isn’t just what his company does, it’s what they live and breathe across the business. Co-Founder and CEO of Sendoso, Kris Rudeegraap’s gift box business is embedded in his company’s culture. #ERCxChats Host Stephanie Todd asks how delivering happiness started from Day 1.To watch the video interview and learn more about Sendoso’s Co-Founder and CEO, Kris Rudeegraap go to https://bit.ly/ercx-pc-ep9-sn5#ERCBPO #Sendoso #ERC #CX
2021-07-3008 min
ERCx ChatsERCx Chats - Episode 9.6: Why digital fatigue fueled growth, just by delivering a different kind of messageHow many of you have found the endless email and Zoom calls tiresome? How can you create differentiation? How can you get noticed when trying to build relationships? Co-Founder and CEO of Sendoso, Kris Rudeegraap has the answer wrapped up in a box when he joins #ERCxChats Host, Stephanie Todd.To watch the video interview and learn more about Sendoso’s Co-Founder and CEO, Kris Rudeegraap go to https://bit.ly/ercx-pc-ep9-sn6#ERCBPO #Sendoso #ERC #CX
2021-07-3005 min
ERCx ChatsERCx Chats - Episode 8.3: Why are leadership stories so important to the fronline workforce?Carolyne Truelove began her career as a call center sales and service agent in 1991. Now she is the Head of Global Fan Experience at Fanatics. ERCx Chats host Stephanie Todd explores why leadership stories of success like Carolyne's are so important when building a better brand. Join Stephanie Todd as she hosts ERCx Chats from TIAA Bank Field and the home of the Jacksonville Jaguars.To watch the video interview and learn more about Fanatic’s Head of Global Fan Experience, Carolyne Truelove, talking about fostering a culture of diverse perspectives go to http://bit.ly/ercx-pc-ep8-s...
2021-06-0106 min
ERCx ChatsERCx Chats - Episode 8.2: People are the #1 Commodity in Customer ExperienceIt all starts with you! That is what Carolyne Truelove believes and breaths into her team’s culture. Join Stephanie Todd as she hosts ERCx Chats from TIAA Bank Field and the home of the Jacksonville Jaguars.To watch the video interview and learn more about Fanatic’s Head of Global Fan Experience, Carolyne Truelove, talking about fostering a culture of diverse perspectives go to http://bit.ly/ercx-pc-ep8-sn2#ERCBPO #ERCxChats #Fanatics #Diversity #Inclusion
2021-06-0108 min
ERCx ChatsERCx Chats - Episode 8.1: How Can Diverse Perspectives Help Build a Better Brand?How many languages have you mastered? Truelove speaks seven, yes SEVEN different languages. Join her and ERCx Chats host Stephanie Todd as they explore diverse perspectives in CX.To watch the video interview and learn more about Fanatic’s Head of Global Fan Experience, Carolyne Truelove, talking about fostering a culture of diverse perspectives go to http://bit.ly/ercx-pc-ep8-sn1#ERCBPO #ERCxChats #Fanatics #Diversity #Inclusion
2021-05-3108 min
ERCx ChatsERCx Chats - Episode 7.5: The Importance of Growing Your TeamPrefer to listen to ERCx Chats while you work? Don't miss the latest podcast. In Episode 7, ERC's Chief Strategy Officer, Stephanie Todd, chats with Co-Founder, CEO of PickUp Dan Healy.Are you a manager struggling to grow your team? Do you have a tough time delegating? It happens to all of us. @Dan Healy, shares valuable insight for anyone trying to make the right hire in our latest episode of ERCx Chats.#ERCxChats #ERC #CareerGrowth #Leadership #PeopleManager #Cx #SportsBetting #Gambling
2021-04-2709 min
ERCx ChatsERCx Chats - Episode 7.4: The Future of Sports BettingPrefer to listen to ERCx Chats while you work? Don't miss the latest podcast. In Episode 7, ERC's Chief Strategy Officer, Stephanie Todd, chats with Co-Founder, CEO of PickUp Dan Healy about the future of sports betting.Is gambling available in the state that you call home? If not, it very likely will be soon. What does the future of sports betting look like? ERCx Chats Host Stephanie Todd asks the latest player in the game, Co-Founder and CEO of PickUp Dan Healy, to weigh in on that topic.#ERCxChats #SportsBetting #PickUp
2021-04-2708 min
ERCx ChatsERCx Chats - Episode 7.3: Sharing Ownership To Drive ResultsPrefer to listen to ERCx Chats while you work? Don't miss the latest podcast. In Episode 7, ERC's Chief Strategy Officer, Stephanie Todd, chats with Co-Founder, CEO of PickUp Dan Healy.Sharing equity, especially in the start-up phase is no easy feat, but Dan Healy did just that. ERCx Chats host Stephanie Todd discusses with Healy why he believes sharing ownership adds value to any company.#ERCxChats #ERC #PickUp #SportsBetting #OnlineBetting #Gambling #CX #EmployeeEmpowerment #EmployeeOwnership
2021-04-2704 min
ERCx ChatsERCx Chats - Episode 7.2: Betting On Sports and Building A Business During COVID-19Prefer to listen to ERCx Chats while you work? Don't miss the latest podcast. In Episode 7, ERC's Chief Strategy Officer, Stephanie Todd, chats with Co-Founder, CEO of PickUp @Dan Healy.Betting on sports seemed like a pretty solid wager, until Dan Healy, Co-Founder, and CEO of PickUp, decided to start his business when sports were canceled due to COVID-19. ERCx Chats host Stephanie Todd asks Healy how his business prevailed and why staying true to his core business model helped him win in the midst of a pandemic.#ERCxChats #CX #COVID-19 #SportsBetting #CustomerSuccess
2021-04-2709 min
ERCx ChatsERCx Chats - Episode 7.1: Why Recognizing Customer Behavior Is So ImportantPrefer to listen to ERCx Chats while you work? Don't miss the latest podcast. In Episode 7, ERC's Chief Strategy Officer, Stephanie Todd, chats with Co-Founder, CEO of PickUp @Dan Healy.If you are a sports fan, you will love this episode of ERCx Chats. Our Chief Strategy Officer Stephanie Todd discusses how recognizing customer behavior early on can lead to success with Co-Founder and CEO of PickUp Dan Healy. Healy describes how The Ohio State University shaped the foundation for his future in business and in CX. And hear how his #CollegeGameDay sign was not only genius mar...
2021-04-2706 min
ERCx ChatsERCx Chats - Episode 6: Revenue Growth Through Customer EmpowermentOftentimes, large companies view customer experience (CX) as an afterthought. But for many startups and smaller companies, a positive CX for customers is integral to their growth and success. As such, CX technology that large companies traditionally employ may not serve the very specific needs of smaller companies. In Episode 6 of ERCx Chats, Bank Novo’s Director of Customer Success Brian Kale talks about the company’s strategy of targeting customers in a personalized way. And why a different CX tech approach is one of the key components to customer retention and revenue growth.To watch the vide...
2021-03-0839 min
ERCx ChatsERCx Chats - Episode 5: Building Customer Service Teams at Hyper-Growth CompaniesStarting a high-performing CX team is an enormous challenge for any size company. Imagine how much more difficult it is for fast-growing startups! Most companies that have experienced rapid growth didn’t start with a clear CX strategy or roadmap. Despite challenges, they are forced to adapt to rising customer engagement. Such was the case for Uber early in their development. Our next guest for ERCx Chats Episode 5 is Richard “Dickey” Smith. Dickey recently brought his expertise to wearable technology leader Whoop as VP of Membership Services. Hear his story about how he helped expand Uber’s CX infrastructure, and deve...
2021-01-2241 min
ERCx ChatsERCx Chats - Episode 4: Delivering CX Through CreativityCompanies that foster a culture of inclusivity and creativity amongst employees, will yield better results in performance and retention. This is true throughout the enterprise, including within customer support teams. Colin Crowley, VP of Customer Experience at Freshly, knows this well. Learn valuable insights from Colin, who spent several years building strong customer teams with out-of-the-box creativity at Freshly.To watch the video interview and learn more about Colin Crowley's take on Delivering CX Through Creativity, go to http://bit.ly/ercx-pc-ep4#ERCBPO #CX #Technology #ERCxChats #CustomerCare #Culture
2021-01-0545 min
ERCx ChatsERCx Chats - Episode 3: Culture Drives CXIt’s not rocket science – how retail employees are trained and nurtured will have an effect on CX. It’s something that The Home Depot takes seriously. As Senior Director of Customer Care, it’s Michael Jones’ job to ensure the values of The Home Depot are translated at each store interaction a customer experiences. In this episode, Michael explains how and why a values culture in CX is so integral to this retail leader’s success.To watch the video interview and learn more about Michael Jones's take on Culture Driving CX, go to https://bit.ly/ercx-pc-ep3
2020-11-2425 min
ERCx ChatsERCx Chats - Episode 2: AI in CX and Food DeliveryLearn how the nation’s leading pizza chain helped revolutionize CX through technology with one of the innovators, Aaron Nilsson. Now CIO at Jet’s Pizza, Aaron offers his take on this CX journey, and how it has helped propel sales growth during COVID-19.To watch the video interview and learn more about Aaron Nilsson's take on AI in CX and Food Delivery, go to http://bit.ly/ercx-pc-ep2#ERCBPO #CX #Technology #ERCxChats #PizzaDelivery #App
2020-10-2914 min
ERCx ChatsERCx Chats - Episode 1: The Future of Remote Work is Now!Recent advancements in technology have made working from home easier for millions, and in many cases, more efficient. And during the COVID-19 pandemic, remote work has become the status quo. John Riordan, Director of Support at Shopify has been ahead of the curve for decades as a champion of remote work. Join John as he discusses his lengthy tenure of building and developing remote teams, and why remote work isn’t going away.To watch the video interview and learn more about John Riordan's take on The Future of Remote Work, go to http://bit.ly/ercx-pc-ep1
2020-10-1434 min