This week’s episode features a conversation with Dave Romeo, author of “How to Wow! — The Art of Consistently Delivering Legendary Customer Service.” Giving customers a user experience they’ll remember is not complicated. It does however require a genuine demonstration of your desire to help. Not only does this spark lasting connections, but it also returns your investment several times over.
What You’ll Learn From This Episode:
- 04:11 Customer experience is the next competitive battleground
- 06:51 The bank story: A lesson in delivering legendary customer service
- 14:31 How to deliver customer service
- 19:03 The $4,000 thank you card
Quotes:
04:25 “When you can demonstrate to your customers that it’s more important to you that they have a great experience doing business with you than it is to them, they will be wowed.”
14:34 “It’s very easy to know what legendary customer service looks like when you’re a customer. But sometimes when we’re supposed to be delivering to our customers, we forget about that.”
14:56 “If the obstacle is a commandment, obey it. If it’s a law, change it. If it’s a rule, break it. And if it’s a policy, ignore it. And that’s good advice if you want to deliver legendary customer service to your customers.”
18:39 “I found that if I memorized people’s names, they pay attention, they stay engaged, and they never forget it.”
21:32 “Little things don’t mean a lot. They mean everything.”
References:
Order How to Wow! — The Art of Consistently Delivering Legendary Customer Service at Dave’s website: www.daveromeo.com
Listen to the Full Interview:
Podcast: Play in new window | Download
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