Paul Selby's guest appearances

Paul Selby

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Amazing Business Radio

Dare to Reimagine: A Podcast for CX Innovators with Genefa Murphy

Shep Hyken

Greg Hanover

Rowan Trollope

Genefa Murphy

Marc Elliot

John Ruhlin

Augie Ray

Jesse Cole

Danny Meyer

Melissa Gonzalez

John Jantsch

Michael Redbord

Ali Rayl

Horst Schulze

Juliet Funt

OwlTail

Customer service has come a long way.  It used to be that if a customer needed help, they had to either make a phone call or come into your physical building.  Customers are leery of coming into contact with anybody if they don’t have to.  Thankfully, a lot of businesses have already set themselves up for customer service success, as Paul Selby highlighted recently on an episode of That’s Genius!    He talked all about:   The key technologies that are helping customer service drive The way that AI and analytics can drastically improve the customer service experience, particularly at this uncertain time.  The 3 biggest improvements to the customer service landscape over the last 10 years.   Listen to this and all our other That’s Genius! episodes with  Apple Podcasts,  Spotify, or our website.

Customer service has come a long way.  It used to be that if a customer needed help, they had to either make a phone call or come into your physical building.  Customers are leery of coming into contact with anybody if they don’t have to.  Thankfully, a lot of businesses have already set themselves up for customer service success, as <a href="https://www.linkedin.com/in/paulselby/" rel="nofollow" target="_blank">Paul Selby</a> highlighted recently on an episode of That’s Genius!  He talked all about:  <ul> <li>The key technologies that are helping customer service drive</li> <li>The way that AI and analytics can drastically improve the customer service experience, particularly at this uncertain time. </li> <li>The 3 biggest improvements to the customer service landscape over the last 10 years. </li> </ul> Listen to this and all our other That’s Genius! episodes with <a href="https://podcasts.apple.com/us/podcast/thats-genius/id1462852442" rel="nofollow" target="_blank"> Apple Podcasts</a>, <a href="https://open.spotify.com/show/5tjIendtHoSXg6oOClALT7?si=Ifj5AqKhRm-FPHIQUrQqsQ" rel="nofollow" target="_blank"> Spotify</a>, or our <a href="https://www.five9.com/thatsgenius" rel="nofollow" target="_blank">website</a>.

37. The Customer Service Dream Team – Myth or Reality? w/ Paul Selby

Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. The Interview with Paul Selby:Self-service is all about empowering customers and giving them the ability to solve their own problems. This often allows resolutions to be reached faster, which makes the customers happy and eliminates extra work for customer support agents.Most of today's customer service is reactive instead of proactive. Proactive service is about being aware of you customer's world anticipating problems, and solving them before the customer has a chance to contact you. The goal is to be so good that no one ever has to call customer service.Even if the issues that arise are not your fault, you still need to provide your customers with access to you for support.Despite some customers’ and companies’ preference for AI and chatbots, voice-to-voice (as in, human-to-human) interface remains the fastest and most frictionless way to provide that support. Technology is not yet at a place where it can include and convey empathy in its responses.At the end of the day, customers drive every aspect of a business. Therefore, it is crucial that you focus on creating genuine, authentic connections with your customers.Customer service is a part of, and encompasses, all other departments. Make sure you train and empower all employees to deliver the best experience possible.Quote:“We’re always expecting more as human beings. Customer service will never go away; there will always be a need for it.” - Paul SelbyAbout:Paul Selby is a product marketing director for Customer Service Management at ServiceNow.Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken interviews Paul Selby of <a href="https://www.servicenow.com/" rel="nofollow" target="_blank">ServiceNow</a>. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. The Interview with Paul Selby:Self-service is all about empowering customers and giving them the ability to solve their own problems. This often allows resolutions to be reached faster, which makes the customers happy and eliminates extra work for customer support agents.Most of today's customer service is reactive instead of proactive. Proactive service is about being aware of you customer's world anticipating problems, and solving them before the customer has a chance to contact you. The goal is to be so good that no one ever has to call customer service.Even if the issues that arise are not your fault, you still need to provide your customers with access to you for support.Despite some customers’ and companies’ preference for AI and chatbots, voice-to-voice (as in, human-to-human) interface remains the fastest and most frictionless way to provide that support. Technology is not yet at a place where it can include and convey empathy in its <a href="http://responses.At" rel="nofollow" target="_blank">responses.At</a> the end of the day, customers drive every aspect of a business. Therefore, it is crucial that you focus on creating genuine, authentic connections with your customers.Customer service is a part of, and encompasses, all other departments. Make sure you train and empower all employees to deliver the best experience possible.Quote:“We’re always expecting more as human beings. Customer service will never go away; there will always be a need for it.” - Paul SelbyAbout:Paul Selby is a product marketing director for Customer Service Management at <a href="https://www.servicenow.com/" rel="nofollow" target="_blank">ServiceNow</a>.<a href="https://www.hyken.com/" rel="nofollow" target="_blank">Shep Hyken</a> is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

Customer Service Will Never Go Out of Style Featuring Guest Paul Selby

Paul Selby is opinionated, controversial and always an iconoclast. The longtime English coach and father of three ranked professionals, including Daryl Selby, sat down with James Zug and Chris McClintick at the U.S. Open last fall. Selby told of his highly unusual introduction to the game, how he raised his children and his provocative thoughts on developing the game.

Ep. 06 Paul Selby