In this episode, David talks about creating a great customer experience. He outlines why providing outstanding customer service makes businesses more efficient and, therefore, more profitable. Then, explains how to consistently deliver an amazing customer experience and do so despite the fact what they want is in a constant state of flux.

 

David explains how to create a customer journey map and how to use that to track how well you are doing at each touch point. Then, work to improve every single aspect of your service.

 

KEY TAKEAWAYS

 

• Statistics show that a happy customer really is far more likely to buy from you again.
• Often, processes are designed with the business in mind rather than the customer. This usually has a negative impact on their experience.
• Companies with good customer service are more profitable.
• Look at the customer experience end to end. Create a customer journey map.
• Constantly monitor how good the service the third parties you use are providing. They also play a big role in creating a great customer experience.
• Use customer surveys, but also look at broader trends e.g., your level of repeat sales.

• Ask your customers what else they want from you.

• Focus first on the high impact actions, especially those that are easy to implement.

BEST MOMENTS

‘For 10% more satisfaction you get 46% more trust.’

‘Customer expectations are always changing.’

‘It’s an iterative cycle of improvement, progress, and growth.’

 

ABOUT THE SHOW

People with purpose make a difference. Imagine a world where more people can just get their purpose out of them, into a plan, and then actually make it happen. What a world that would be - People everywhere finding meaning and harnessing that to bring inspiration and energy to each and every day, changing lives for the better. But no one ever achieved anything on their own - we all have something unique to bring and that means we all have to play our part - if we want to go far, we have to go together and lead or serve towards a vision of the world we want to see. Everyone has a story to tell, and this show is where these stories come to life.

 

ABOUT THE HOST

David Roberts is a highly regarded CEO, mentor, and investor with 30 years of experience across multiple sectors. As an intrapreneur and entrepreneur, David has bought, grown, started, and sold several businesses, working with values-driven start-ups, award-winning SMEs, and multinational corporations on strategies for service excellence, leadership, and profitable growth. David’s passion is for purpose and creating an environment where everyone can succeed, through building teams that get things done, execute on their mission with passion, deliver exceptional service, and really make a difference.

 

ARTWORK CREDIT

 

Penny Roberts - https://www.instagram.com/penpennypencils_/

CONTACT METHODS

LinkedIn - https://www.linkedin.com/in/david-roberts-nu-heat/

Facebook - https://www.facebook.com/DavidRobertsPeopleWithPurpose

Instagram - https://www.instagram.com/davidcroberts_/

Clubhouse - https://www.clubhouse.com/@davidcroberts?utm_medium=ch_profile&utm_campaign=MBv1ubya1-oOBXc_uQKFHw-46334