Fritz Lehman: What Defines a Great Customer Experience

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In this episode of Tales from the PROS, I chat with Fritz Lehman, who is a business leader and currently the Chief Operating Officer at Zencos. Fritz brings 34 years of experience in all aspects of solutions sales, delivery and customer support from his time at SAS culminating with the role of Executive Vice President and Chief Customer Officer.

We talk about Fritz's journey to becoming a leader in customer experience and support, his insight on what it takes to create long-term trust and customer retention for enterprise-level clients, the future of big data, and more.

Questions:

Fritz, give us a little background on your story and how you got to where you are today as a business leader.
Tell us what you currently do at Zencos and what Zencos does, and why you chose to be a part of the Zencos team instead of retiring.
Where do you feel big data is headed in the US and even the global market?
With your experience in building and working with customer support teams, and fostering trust with large enterprise-level clients, what is your best advice on ensuring the customer is happy?
What do you recommend to other managers, leaders, and anyone working with customers directly to build trust the right way?
What is your definition of building a great customer experience?
What do you feel people do wrong when they deal with customers?
What was it like working as an executive at SAS Institute for so many years, was there a specific memory or story that you would like to share?
You being a strong business leader, do you have any advice or tips for future or current leaders on what they need to do to ensure and maintain success?

Three How's:

How do you define failure?
How do you define business?
How do you define success?

Meet The Host

Michael Georgiou is the Co-founder at Imaginovation and the podcast host of Tales from the PROS. As an entrepreneur and business leader, he is passionate about sharing stories that inspire innovation and growth.

Eric Lawrence is the Director of Growth at Imaginovation. As co-host of Tales from the PROS, he brings years of experience working directly with clients seeking software and application development solutions. His insights help businesses understand what to look for in a development partner and how to set projects up for success.

One of the best business podcasts! 🚀

01/31/2022PanosGLuvsSpurs

I have listened to several business podcasts over the years and I have to say that Tales from the PROS is within my top three favorites. Michael does a GREAT job creating an authentic and real conversation and atmosphere with the amazing guests he has on the show. If you want to learn about the realities of business, insights on how to be successful, the power of storytelling, and how overcome the business struggles that life throws at us, then this podcast is for you. I highly recommend checking it out and be ready to learn and be inspired! 🎙🎯

Amazing insight!

03/09/2022Tragic Windows lol

Michael is a great host and I really enjoy listening in on the conversations he has with business leaders. This podcast is great for anyone wanting to borrow ideas for their own business and looking to expand professionally!

An Educational Delight

09/22/2021svm29977

This podcast presents fascinating insight into the world of business and entrepreneurship. I am in no way, privy to these topics and have found these interviews to be incredibly educational. Michael talks with trailblazers from all walks of the business world and I am here for it!!!

Love “Tales from the PROS”!

09/07/2021ENFBusiness85

Michael Georgiou is a thoughtful and engaging host who chooses such a fascinating group of interviewees for his podcast! All of the thought-leaders, entrepreneurs, and business pros Michael invites on are exemplary in their fields and on the vanguard. I love listening to “Tales from the Pros” for inspiration and also a well- rounded and entertaining session. I highly recommend getting hooked on this podcast!

Mr podicast

09/01/2021Chris Utke

Michael’s podcast’s are amazing and very inspiring. As his best friend I’ve seen the great times and the struggles of Michael building his company. He has put sweat and blood into his company and I couldn’t be prouder of him. These podcasts are great to see and anyone would be so lucky to be on it. Mike keep grinding and you are doing amazing things in life brother!!!