Service First podcast • Fresh insights for customer service leaders
Customer loyalty through learning - in conversation with Blacks Hotel

Customer loyalty through learning - in conversation with Blacks Hotel

August 6, 2020
Customer loyalty – that’s when people keep coming back for more because of the customer service experience you deliver. What can you do as a customer service leader to create loyalty from your customers?
 
In this podcast interview, you'll hear how Sandy and Alex Stoddart of Blacks Hotel in Ophir, Central Otago, New Zealand have created a recipe for customer loyalty based on providing unique, quality and innovative customer service experiences.
 
Learn the three lessons that'll help you create customer loyalty, whatever business you're providing customer service in.
Three lessons for creating world-class customer experiences

Three lessons for creating world-class customer experiences

July 15, 2020

As a customer service professional, how can you create a world-class customer experience with every customer interaction you have?

In this podcast, you’ll learn from the story of FedEx Craig about three actions you can take that’ll improve your customer service performance and turn every customer’s experience into a story of customer delight.

View the podcast show notes at https://priceperrott.com/our-thinking/podcast/5-three-lessons-for-world-class-cx

Leadership attitude matters in customer service

Leadership attitude matters in customer service

June 18, 2020

Attitude matters – and it’s your customer service attitude that makes a difference to the people you deal with every day. As a leader, your managerial attitude affects employee behaviour – and that affects the customer experience.

In this podcast, I’m using a customer service case study to show why managerial and employee attitude is so vital to customer service – and the difference that your leadership behaviour makes.

View the podcast show notes at https://priceperrott.com/our-thinking/podcast/4-leadership-attitude-matters

It should have been simple • A customer experience case study

It should have been simple • A customer experience case study

June 1, 2020

In this case study of customer service chaos, we're going to look at how the simple act of buying a washing machine from a national retailer turned into a customer experience nightmare. It's a story of cascading process failures and avoidable customer pain, with lessons for every organisation to learn.

Come with me on a journey of highs and lows, from the heights of elation, to the crashing disappointment of 'computer says no.'  You'll hear simplicity made complex, a triumph of process bureaucracy over common sense, but with an ending that shows why simple human intervention from people who care about their company just gets things done.

If you're in customer service, this is a story you can learn from.

View the podcast show notes at https://priceperrott.com/our-thinking/podcast/3-it-should-have-been-simple

 

Change management: The six stages of concern model

Change management: The six stages of concern model

May 19, 2020

As a customer service leader, you need adaptive leadership styles and leadership qualities when managing change. The ‘stages of concern’ model helps you consider people’s individual needs when you’re leading your teams through change.

Dr. Jason Price explains the 6 stages of concern and how to apply this model when you’re making customer-facing change in your organisation.

This podcast features in our video: Preparing your teams for life after lockdown

https://youtu.be/mFJvt6L_4zA

Better audio on your working from home video calls

Better audio on your working from home video calls

April 28, 2020

You can't give great customer service in a zoom meeting if customers and colleagues can't hear you!

Dr. Jason Price helps you understand how your choice of audio connection affects your video call performance, with audio tests on the typical kit those new to working from home may find themselves with.

This podcast supplements part three in Price Perrott's video series - "Lights, Camera, Action! Improving your video conferencing" on YouTube.

https://youtu.be/6-NYmDv0-9s