Customer Experience Superheroes - Series 6 Episode 2 - Customer Service Upgraded with Bryan Horn

Episode notes

Each episode unpacks another areas of customer experience with an expert in their field. In Christopher Brooks' latest Customer Experience Superpower we look at Customer Service with Bryan Horn, author of 'Get you Stuff and Get Out!' And we discover how badly managed customer service leads to badly behaved customers. Bryan takes through 'the death words' used by companies when they are excusing their inaction, and how in turn customers are becoming affected by bad service, conditioning themselves for the worst. In conversation with global CX consultant and mentor Christopher Brooks, Bryan brings to life how easy it is when you shift the culture, to create amazing experiences without even breaking sweat. Christopher and Bryan exchange a host of real case examples to illustrate the difference between 'not good enough' and 'jaw dropping' customer service. Having published his second book on the topic, Bryan demonstrates just why he has become one of the leading 'go to' consultants for customer service improved performance. For more on Bryan and his books, check out

Related episodes across the Index

Other episodes covering the same guests and topics, from across The B2B Podcast Index.

• You Can Increase Profits & Enjoy Your Work More, with Andy ClarkBuilding your LeaderBrand · on Customer experience83 / 100
• Achieving CX Excellence: An Ongoing Journey with Ankur AgrawalHumans of CX · on Customer experience82 / 100
• Managed Services: The Engine Powering B2B LoyaltyBeyond the Transaction · on Customer experience76 / 100
• Ep.19- From Sales Engineer to VP: How to Builds Teams People Actually Want to Come Back To w/ Tamir VerthimPre-Sales Unplugged: Leadership Playbook · on Customer experience75 / 100
• Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer StorytellingThe Customer Success Playbook · on Customer experience74 / 100
• From Spreadsheets to Smart Screens: How Sainsbury's and Argos are Redefining Retail MediaRetail Media Moguls · on Customer experience73 / 100

• CX Superheroes podcast - Series 16 Episode 3 - From Passion to Best Practice - Kayleigh Harwood - Utility Aid56 / 100
• Customer Experience Superheroes - S16 E2 - CX Tech Demo Day61 / 100
• Customer Experience Superheroes - S16 E1 - Jacob Moelter - Managing so much more than service tickets57 / 100
• CX Superheroes podcast - Series 15 Episode 4 - Meet the new role model for CX - Laura Fiacco80 / 100
• CX Superheroes podcast - Series 15 Episode 3 - Building a CX Culture from the inside out - Paula Brazier71 / 100