Mohamed Latib's guest appearances

Mohamed Latib

Crack the Customer Code

Talent Talk

Howard Holley Presents Against All Odds: How Successful People Overcome Adversity

Behind The Numbers

Experience by Design

Bob Burg

Chris Voss

Michael Bartlett

Ann Handley

Tom Schwab

Mark Podolsky

Jesse Cole

John Warrillow

Dan Reese

Peter Shankman

Jay Baer

Mark Sanborn

Jeffrey Shaw

Brian Solis

Matt Phillips

OwlTail

As a consumer, we are always on the receiving end of a customer service experience; sometimes good and sometimes… well… not-so-good. For the business, the customer experience needs to be a strategic imperative. Dave Bookbinder goes Behind The Numbers with Mohamed Latib, Founder and CEO of CX University and PX Academy. In this episode, Mohamed shares his knowledge around customer experience (“CX”) as a business discipline, how organizations can do a better job instilling this philosophy into their culture, and how the democratization of information has changed the way businesses and customers interact.  Check out more of Behind The Numbers on YouTube Behind The Numbers is available wherever you get your podcasts Please subscribe to keep up with the latest episodes, and please rate the podcast so that others might find it – and please let me know what part of the world you’re tuning in from! Want to share your insights with the business community? Message me to learn how you can be a guest on Behind The Numbers. BehindTheNumbersDB@Gmail.com  Please connect with me on LinkedIn and check out https://www.NewROI.com

As a consumer, we are always on the receiving end of a customer service experience; sometimes good and sometimes… well… not-so-good. For the business, the customer experience needs to be a strategic imperative. <a href="https://www.linkedin.com/in/davebookbinder/" rel="nofollow" target="_blank">Dave Bookbinder</a> goes Behind The Numbers with Mohamed Latib, Founder and CEO of CX University and PX Academy. In this episode, Mohamed shares his knowledge around customer experience (“CX”) as a business discipline, how organizations can do a better job instilling this philosophy into their culture, and how the democratization of information has changed the way businesses and customers interact.  Check out more of <a href="https://www.youtube.com/channel/UCgtWgKtl4QB2g6oZoMbKikA" rel="nofollow" target="_blank">Behind The Numbers on YouTube</a> Behind The Numbers is available <a href="https://linktr.ee/BehindTheNumbers" rel="nofollow" target="_blank">wherever you get your podcasts</a> Please subscribe to keep up with the latest episodes, and please rate the podcast so that others might find it – and please let me know what part of the world you’re tuning in from! Want to share your insights with the business community? Message me to learn how you can be a guest on Behind The Numbers. <a href="mailto:BehindTheNumbersDB@Gmail.com">BehindTheNumbersDB@Gmail.com</a> Please connect with me on <a href="https://www.linkedin.com/in/davebookbinder/" rel="nofollow" target="_blank">LinkedIn</a> and check out <a href="https://www.NewROI.com" rel="nofollow" target="_blank">https://www.NewROI.com</a>

Mohamed Latib - Customer Service and Experience

In this episode…      Gathering Customer Feedback Can Be More Than Difficult Than It Seems! Mohamed Latib, COO of PeriscopeIQ Customer Hero? Letting Your Auto Insurer Follow You Around      Gathering Customer Feedback: Why Is It So Difficult?     There are so many ways to gather customer feedback, but do any of them work better than others?     Adam and Jeannie discuss how each organization needs to understand their goals in gathering feedback and how to best leverage the resources available. Listen in on how Adam and Jeannie view anecdotal feedback – they have strong opinions!     Discussion begins at 1:59.     Mohamed Latib, Co-Founder and COO of PeriscopeIQ     Mohamed discusses how to collect the best feedback from customers. Hear how Mohamed constructs efficient methodologies to get the best insights. Once all the data is collected, how can an organization understand what it means to be a “satisfied customer?”      Listen in to hear how Mohamed defines this and why Adam wants us to just flip a coin!     Interview begins at 5:45.   Customer Hero, Customer Zero: Progressive Insurance And OnStar Track Drivers for Discounts and Data     Jeannie defends why she is calling this program a Customer Hero. Progressive Insurance is allowing customers to opt in to this tracking program, opt in to when data is shared with Progressive and reward customers. What do you think?     Discussion begins at 13:06.     People, Places, and Things of the Podcast    Mohamed Latib, PhD, is the Co-Founder and Chief Operating Officer of  PeriscopeIQ. As COO, he provides leadership in strategy, business development and client relationships. His primary role is to position the company in thought leadership in the areas of employee and customer engagement to help companies drive business outcomes to achieve market leadership, growth and profitability. Prior to this position, Dr. Latib was a Professor, Dean and Vice President at various academic institutions. PeriscopeIQ| LinkedIn Adam’s blog: Anecdotal Customer Feedback and the Problem of Uncle Jimmy Jeannie’s blog: Ignoring Anecdotal Evidence and Your Customer Experience Will Suffer The Road To Customer Frustration is Paved With Good Intentions Progressive &amp; OnStar Offering Rewards For Tracking Driving Data        Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode… <ul> <li>Gathering Customer Feedback Can Be More Than Difficult Than It Seems!</li> <li>Mohamed Latib, COO of PeriscopeIQ</li> <li>Customer Hero? Letting Your Auto Insurer Follow You Around</li> </ul> <h3>Gathering Customer Feedback: Why Is It So Difficult?</h3> There are so many ways to gather customer feedback, but do any of them work better than others? Adam and Jeannie discuss how each organization needs to understand their goals in gathering feedback and how to best leverage the resources available. Listen in on how Adam and Jeannie view anecdotal feedback – they have strong opinions! Discussion begins at 1:59. <h3>Mohamed Latib, Co-Founder and COO of PeriscopeIQ</h3> Mohamed discusses how to collect the best feedback from customers. Hear how Mohamed constructs efficient methodologies to get the best insights. Once all the data is collected, how can an organization understand what it means to be a “satisfied customer?” Listen in to hear how Mohamed defines this and why Adam wants us to just flip a coin! Interview begins at 5:45. <h3>Customer Hero, Customer Zero: Progressive Insurance And OnStar Track Drivers for Discounts and Data</h3> Jeannie defends why she is calling this program a Customer Hero. Progressive Insurance is allowing customers to opt in to this tracking program, opt in to when data is shared with Progressive and reward customers. What do you think? Discussion begins at 13:06. <h3>People, Places, and Things of the Podcast</h3> <ul> <li>Mohamed Latib, PhD, is the Co-Founder and Chief Operating Officer of  PeriscopeIQ. As COO, he provides leadership in strategy, business development and client relationships. His primary role is to position the company in thought leadership in the areas of employee and customer engagement to help companies drive business outcomes to achieve market leadership, growth and profitability. Prior to this position, Dr. Latib was a Professor, Dean and Vice President at various academic institutions. <a href="http://www.periscopeiq.com" rel="nofollow" target="_blank">PeriscopeIQ</a>| <a href="http://www.linkedin.com/in/mohamedlatib2012/en" rel="nofollow" target="_blank">LinkedIn</a></li> <li>Adam’s blog: <a href="http://customersthatstick.com/blog/customer-service-training/anecdotal-customer-feedback-and-the-problem-of-uncle-jimmy/" rel="nofollow" target="_blank">Anecdotal Customer Feedback and the Problem of Uncle Jimmy</a></li> <li>Jeannie’s blog: <a href="http://360connext.com/ignoring-anecdotal-evidence-your-customer-experience-will-suffer/" rel="nofollow" target="_blank">Ignoring Anecdotal Evidence and Your Customer Experience Will Suffer</a></li> <li><a href="http://360connext.com/the-road-to-customer-frustration-is-paved-with-good-intentions/" rel="nofollow" target="_blank">The Road To Customer Frustration is Paved With Good Intentions</a></li> <li><a href="http://www.chicagotribune.com/business/ct-progressive-onstar-deal-0112-biz-20150109-story.html" rel="nofollow" target="_blank">Progressive &amp; OnStar Offering Rewards For Tracking Driving Data</a></li> </ul> 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 017: Customer Feedback, Mohamed Latib, and Progressive Insurance

In this episode, Mohamed Latib, PhD. talks about his difficult experiences in both South Africa and Pakistan, giving insight into how they shaped his outlook on success. Dr. Latib provides a window into his experiences during Apartheid, and shares how he has pursued his own dreams. Born in South Africa, Dr. Latib left during Apartheid to attend a British Boarding School in the Himalayan Mountains of Pakistan. Eventually, Dr. Latib settled in the United States and in 1999, he co-founded PeriscopeIQ, a Pennsylvania based firm commited to transforming customer and employee feedback into actionable insights for companies. With clients that have included Kohl's, Unilever, and the World Health Organization, Dr. Latib and his team have helped many clients better understand their customers.

Mohamed Latib - Co-Founder, PeriscopeIQ