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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Thanks EVER SO MUCH for listening. If we help you BE BETTER at what you do, it’s all been worth it!