What do you think of when you think about your business’ customer experience? Do you have a repeatable yet personalised, reliable yet nimble customer experience?
Do you know your customer journey from customer service and who do you think offers a superb customer experience?
For me, you don’t need to look too far beyond Amazon for what it means to truly deliver and exceptional customer experience. As business owners and those in decision making positions at work we must have an eye on our customer service delivery.
What does good customer service mean for your customers?
How do you even know the answer to this question? Too often we can we can deliver good customer service to the levels that we as the business owners feel is what our customers wants – mainly because it’s what we have the ability to do and we are so wedded to the way we do things, to change up our service becomes a real challenge.
I was delighted to speak with Gavin Scott about what he think customer service and customer experience should mean for business and what you can do to get started.
Meet Gavin Scott, Customer experience consultant, trainer and exert
In our chat we spoke in depth about the shift in customer expectations and attitudes and who is getting it right along with some real life horror stories of where customer experience can go horribly wrong!
We also spoke about how our kids might guide the future of customer service and what they can teach us about the requirement on us as businesses to be better and truly care about our customers.
What else do we talk about on the video pod?
We also touch on how Gavin finds time to manage himself and how, through getting agreement with his partner, can focus some of his time on being a part time referee with eyes on officiating in the football league! Some really good stories in this conversation that will help you understand the shift Gavin took from corporate to self employment, who his customers are and how he builds his own customer experience and also how he finds time to balance building a brand and a business and also being a present Dad who also finds time for himself!
I hope you enjoy!