Be NICE | How to Drive the Customer Experience with Sergio Frias

07/23/20 • 22 min

Today, we talk with Sergio Frias, the president and CEO of The Federation of Canadian-Brazilian Businesses and Chief Customer Experience Officer at The Chartered Institute of Marketing Management of Ontario. We begin our conversation with Sergio sharing his career path, he highlights how he developed his passion for customer experience, no matter where he worked. He shares how he developed a unique customer experience program, NICE (Nurturing Insights about Customers Expectations), and we talk about it more in depth. We break down the 8 components of NICE: Context, Benchmarking, CX Mapping, the Essence of NICE, the Dream of the Customer, Triple Organization, Knowledge Sharing, The Right People at the Right Place, and The True Meaning of Service. Listen to the full podcast episode to understand what are the key underlying principles to improving your customer service and why customer service should be the focus for companies as they recover from the COVID-19 crisis.
Sergio’s Background 0:58
The “Why” and “How” of Sergio’s CX Program 4:50
The 8 Components of NICE 9:20
Implementing NICE 18:34
“ If you want, the job is yours -- you’re going to be the owner of this business. So you buy, you sell, you do everything. All the logistics, distribution, everything. That was a great opportunity for my career. I was not really thinking about CX, but the more I got into that, I realized that I know how to do it, because of the many years working with customers and always being concerned about how to get the customers what they needed, I realized that that was an amazing thing.” 2:41
Reach out to Sergio: [email protected]

Previous Episode

How to Coach Your Customer Service Reps to Drive Actual Performance | Steve Richard, ExecVision

In this episode of Customer Service Secrets, we talk with Steve Richards, co-founder of ExecVision. Throughout his career, Steve has been committed to helping companies understand the data behind customer service calls and developing strategies for a continuous improvement around the actual interaction that is happening with the customer. Listen to the full podcast for his valuable insights on the steps to an effective customer service call and how to make sure your agents have the resources they need to improve their performance.
Steve’s Background 1:04
What is Broken in Customer Experience 2:15
How are People Thinking out of the Box? 8:08
How to Be Successful with Calls 14:30
“Why do you measure a sprinter? Why do you time a skier? And the answer is to improve performance... It’s funny, I’ll get caught in this, where you start measuring to measure and you’re not actually looking at how it can affect the ultimate performance.” 3:45

Next Episode

The Art of the Conversation with Dionne Mischler | Inside Sales by Design

Today’s guest has been in sales and tech for more than 20 years and started her own business, Inside Sales by Design, 5 years ago to help organizations build and scale their inside sales infrastructure. Dionne Mischler turns cost centers into revenue centers through The Art of the Conversation. Her insights on ‘What can we give’ vs ‘What can we get’ are at the root of building a team of conversationalists that listens and understands the needs of the customer. Listen to the full episode to learn how to coach your organization to manage The Art of the Conversation.
The Art of Conversation 6:40
Key Principle in customer outreach 13:39
Brief Summary 21:25
“I was talking with a colleague of mine and he says that we live an experience economy at this point. And here’s my bold prediction. If you as an organization are not investing in your customer success team turning that corner from an order taker to a ticket taker, cost center to a profit center, your company is going to die and wither in the dust.” 2:37
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