Dr. Kelly Henry is a customer experience consultant who founded and ran the Henry Chiropractic Clinic for 20 years. By using a system based approach to customer service, he was able to catapult HCC into a leading organization in its field. His book, Define and Deliver Exceptional Customer Service, will launch in January 2021. Timestamps [01:16] Dr. Kelly's journey to becoming an expert in customer service [03:25] Defining exceptional customer service[05:09] Two key principles of customer service[06:51] How to improve customer experience in 3 simple ways[10:21] Why businesses don’t deliver good customer service[12:04] Common misconceptions about customer service[13:29] Metrics and tools to measure customer service[16:55] Companies that provide excellent customer service [18:50] Common mistakes businesses make when trying to improve [21:03] The 5% bump[25:06] How to maintain customer service quality[26:59] Dr. Kelly’s business frameworks in growing his business[28:56] Develop a good team atmosphere because your employees are assets[31:49] Customer acquisition through referrals and loyalty[33:38] Improving ease of convenience for customers[36:10] How to communicate and solve problems with customers[40:10] There is no failure, only feedback Links and ResourcesDr. Kelly Henry’s WebsiteDr. Kelly Henry’s LinkedIn PageDr. Kelly Henry’s EmailDr. Kelly Henry’s book TractionEquity.com