In this episode of Customer Service Secrets, we get a chance to talk with James Dodkins, known as the Rockstar Customer Experience Expert. Before becoming a specialist in customer experience, James toured the world performing in a rock and roll band. He now takes what he learned from that and applies it to customer experience. We talk about this and how we can frame our customer experience similarly. We also talk about how to structure our team in a way that rewards direct value to customers. We often reward our employees for doing things that don’t actually lead to greater customer satisfaction.
About James 1:21
How to Give Rockstar Customer Experience 5:01
4 Step Framework 9:27
Team Structure 13:24
“Only 4% of dissatisfied customers will complain and the large majority of the rest will vote with their feet. They’ll just leave and go somewhere else. If you are only fixing problems for the 4% of people that complain, you are missing a massive opportunity.” 11:00
About James 1:21
How to Give Rockstar Customer Experience 5:01
4 Step Framework 9:27
Team Structure 13:24
“Only 4% of dissatisfied customers will complain and the large majority of the rest will vote with their feet. They’ll just leave and go somewhere else. If you are only fixing problems for the 4% of people that complain, you are missing a massive opportunity.” 11:00
07/09/20 • 25 min
Episode Comments
0.0
out of 5
No ratings yet
eg., What part of this podcast did you like? Ask a question to the host or other listeners...
Post
Generate a badge
Get a badge for your website that links back to this episode
Select type & size
<a href="https://goodpods.com/podcasts/cx-conversations-89981/how-to-create-a-rockstar-customer-experience-james-dodkins-4881775"> <img src="https://storage.googleapis.com/goodpods-images-bucket/badges/generic-badge-1.svg" alt="listen to how to create a rockstar customer experience | james dodkins on goodpods" style="width: 225px" /> </a>
Copy