Every Customer Wants STP080

Episode 80 – The final episode in our trilogy talking to Nick Drake-Knight about the origins of his work.If you have customers, have a team who helps customers, or in any way engage with customers in your organisation – you need to know what Every Customer Wants®. It will give you remarkable solutions to all those problematic challenges you face every day.Hospitality, healthcare, call centres, after-care, retail, web support (the list goes on). Customers have high expectations and, rightly so, demand great service.And it’s actually very simple to deliver. Look at all this stuff we covered in this full episode:Getting the service edgeThe research on customer experienceNPS scoresCSAT resultsMystery shop evaluationsRecorded callsCustomer focus groupsThree componentsUnderstand meAdd value for meMake it easy for meWhy listening is importantGet inside their worldMaking a differenceThe human experienceThe impact on customer loyalty of the effort they have to makePatterns which connectNuggets of goldCustomer experience managementAll the resources we discussed:Nick’s website – Every Customer WantsThe Motivation Agency – Every Customer Wants ONLINEMy website – sondevelopment.comThe sondevelopment YouTube accountThe voiceover Twitter accountSondevelopment on InstagramAs always, we’re grateful for your help supporting this podcast. To do this, you can:Buy me a coffee (I’d be ever so grateful)Rate or subscribe on apple podcasts by going here – apple podcastsContact us on Twitter – we are @sharppodcast hereThanks EVER SO MUCH for listening. If we help you BE BETTER at what you do, it’s all been worth it!