Customer Empathy with Alex Allwood

Tori Westerhoff joins Scott to explore the intersection of AI, human psychology, and personal growth. As people increasingly use LLMs for introspection and decision-making, Tori argues that we're missing the diversity of thought that comes from community, even particularly random ...  Show more

In this episode, in association with the ACM ByteCast, Scott talks with Eric Allman, one of the foundational figures of the early internet. Best known for creating Sendmail, the mail transfer agent that powered a large portion of global email infrastructure through the formative ...  Show more

Empathy, in a time of stress or decision-making, goes a long way in making someone feel cared for and understood. What if the businesses providing our services, flights, meals, etc, were already thinking about our wants and needs, and laying out options that apply to us. This ...

Have you ever hung up after a customer service call, feeling more frustrated than when you dialed in? In today's episode, we delve into customer service, where dissatisfaction seems to be the norm rather than the exception. With a staggering 97% of people reporting poor interacti ...  Show more

Here’s the deal, customer service gets a bad rap, but the truth is that when done well, solving customers’ needs is awesome, and when you can actually give them a good experience and make their day, that’s just icing on the cake. Reaching that outcome takes work, though, and t ...

In Chapter 8 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss Clienteling: an essential element of any customer journey. Clienteling, if approached as a means to earn, create and nurture trust, activate referrals, and be an ethica ...  Show more