Sharp The Podcast

Fed up with boring self-development podcasts? Then you need SHARPPODCAST! We help you get better at the stuff you have to do, freeing up more time to spend on what you want to do. We do it with humour, quality, great resource and NEVER taking ourselves too seriously. Join us and sharpen your saw, with a smile on your face. In fact, spending time sharpening the saw can reduce the time it takes you to cut down the tree. This podcast takes that principle and shows you how to be intentional about what you do, apply a little structure, and actually spend less time – but get more done.

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 edge
– The research on customer experience
– NPS scores
– CSAT results
– Mystery shop evaluations
– Recorded calls
– Customer focus groups
– Three components
– Understand me
– Add value for me
– Make it easy for me
– Why listening is important
– Get inside their world
– Making a difference
– The human experience
– The impact on customer loyalty of the effort they have to make
– Patterns which connect
– Nuggets of gold
– Customer experience management

All the resources we discussed:

– Nick’s website – Every Customer Wants
– The Motivation Agency – Every Customer Wants ONLINE
– My website – sondevelopment.com
– The sondevelopment YouTube account
– The voiceover Twitter account
– Sondevelopment on Instagram

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– Buy me a coffee (I’d be ever so grateful)
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Thanks EVER SO MUCH for listening. If we help you BE BETTER at what you do, it’s all been worth it!