Bill Cusick's guest appearances

Bill Cusick

Crack the Customer Code

Michael Bartlett

Ann Handley

Tom Schwab

Mark Podolsky

Jesse Cole

John Warrillow

Dan Reese

Peter Shankman

Jay Baer

Bob Burg

Mark Sanborn

Jeffrey Shaw

Brian Solis

Matt Phillips

Stacey Hanke

OwlTail

In this episode…We discuss why Borders Bookstore failed and why others can learn from itInterview with Bill Cusick (Jeannie’s brother) and author of All Customers Are IrrationalHealthcare customer serviceWhy Borders Bookstore Failed Jeannie and Adam talk about why Borders Bookstore failed and how other businesses can learn from its mistakes. Jeannie says the biggest mistake Borders made was that they were not keeping up with the times. When the e-book began to take hold, Borders thought its customers would remain loyal. Jeannie makes a point that customers are loyal—until they aren’t. Adam explores a different angle. Listen in to hear why Adam thinks Borders should have actually made part of its customer experience more difficult.Discussion begins at 1:06.   Interview: Bill CusickVice President of Customer Service at Zurich, North America. In their interview with Bill, Adam shares how Bill’s book, All Customers Are Irrational, played a part in Adam’s upcoming book on frontline customer service. In fact, Adam says that he based an entire chapter on the idea of customer irrationality.Listen in to hear Bill explain to listeners what customer irrationality is, how organizations should adapt to this mindset, and how to measure customer satisfaction. Interview begins at 7:06.   Customer Hero – Customer Zero: Healthcare Customer Service Jeannie discusses how the healthcare industry is dropping the ball on the patient experience.    People, Places, and Things from the Podcast: Borders bookstore Bill Cusick, Zurich North America All Customers Are Irrational Just Sit There and Bleed: A Tale of Healthcare Customer ServiceTake care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode… We discuss why Borders Bookstore failed and why others can learn from it Interview with Bill Cusick (Jeannie’s brother) and author of All Customers Are Irrational Healthcare customer service Why Borders Bookstore Failed Jeannie and Adam talk about why Borders Bookstore failed and how other businesses can learn from its mistakes. Jeannie says the biggest mistake Borders made was that they were not keeping up with the times. When the e-book began to take hold, Borders thought its customers would remain loyal. Jeannie makes a point that customers are loyal—until they aren’t. Adam explores a different angle. Listen in to hear why Adam thinks Borders should have actually made part of its customer experience more difficult. Discussion begins at 1:06. Interview: Bill Cusick Vice President of Customer Service at Zurich, North America. In their interview with Bill, Adam shares how Bill’s book, All Customers Are Irrational, played a part in Adam’s upcoming book on frontline customer service. In fact, Adam says that he based an entire chapter on the idea of customer irrationality. Listen in to hear Bill explain to listeners what customer irrationality is, how organizations should adapt to this mindset, and how to measure customer satisfaction. Interview begins at 7:06. Customer Hero – Customer Zero: Healthcare Customer Service Jeannie discusses how the healthcare industry is dropping the ball on the patient experience.   People, Places, and Things from the Podcast: <a href="http://en.wikipedia.org/wiki/Borders_Group" rel="nofollow" target="_blank">Borders bookstore</a> <a href="https://www.linkedin.com/pub/bill-cusick/1/390/387" rel="nofollow" target="_blank">Bill Cusick, Zurich North America</a> <a href="http://www.amazon.com/All-Customers-Are-Irrational-Understanding/dp/0814414214/" rel="nofollow" target="_blank">All Customers Are Irrational</a> <a href="http://customersthatstick.com/blog/customer-service-stories/just-sit-there-and-bleed-a-tale-of-healthcare-customer-service/" rel="nofollow" target="_blank">Just Sit There and Bleed: A Tale of Healthcare Customer Service</a>Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

Episode 004: The Failure of Borders, Bill Cusick, and Healthcare Customer Service