Apr 30, 2018
How to Enhance Customer Experience BCL216
When a Customer Wins, Nobody Loses!
When a Customer Wins, Nobody Loses! On this edition of Business
Connections Live Steve Hyland asks Gerry Brown aka The
Customer Lifeguard about A winning formula for building lasting and
profitable customer experience and
relationships. In the sporting world as in
many other areas of human endeavour, we’re familiar with and count
on, the idea of winners and losers. While the concept of the
gracious and plucky loser can tug plaintively at our heartstrings,
when that loss is personal, we generally feel other emotions; such
as dismay, anger, and frustration.
But in the business world, while companies want to be successful
and be winners, it can’t be at all costs. It should be based
on growing their business by helping their customers succeed – and
win their customer experience. Companies are beginning to realize
those customer interactions can’t be a zero-sum game and need to be
a truly memorable, positive customer experience that has a winning
proposition for both customers and the company.
Who is Gerry Brown
Who is Gerry Brown aka The Customer Lifeguard, is on a
mission to save the world from bad customer service. He helps
businesses who are leaking revenue to save customers at risk of
defecting and breathes life into their customer service operations
and customer experience strategy.
On this edition of Business Connections Live, Gerry will
- Why customer experience design focused on customers winning
must recognize & be informed by societal issues, changes &
- The characteristics of companies that are making a positive
difference to their customer experience and learn how they’re doing
- The four simple but valuable, non-negotiable principles that
successful companies are deploying and see how you can adapt these
for your business,
- You’ll understand how to enable and empower your people to make
decisions that are fair, equitable and equally acceptable and
valuable to the customer.
- We’ll look at how you can effectively measure the results and
align your customers’ success with your own metrics based on mutual
values and common goals
- You’ll recognize that winning doesn’t always mean getting
everything you want. It means resolving issues or finding solutions
parties gain more than they lose.
Learn the business fundamentals on how your business can
- The creation of a corporate culture that pays more than lip
service to customer centricity and builds long-term, profitable
customer relationships and strong employee performance
- An understanding of the emotional spectrum that governs
customer interactions and how to recognize where customers are
located at any given moment
- A clear framework and design structure to deliver consistent
and customer winning experiences
- An insight into the technologies that will help you enable your
customer experience strategy and support your most important
stakeholders – customers and colleagues.
For more great information visit our Guests website or follow
them on Social Media.Website: http://www.customerlifeguard.comTwitter: https://twitter.com/gerrybuk