The True Competitive Advantage: Customer Experience with Author, Speaker David Avrin

FM Evolution
Host: Shawn Black
Guest: David Avrin

Show

[00:00:47] Intro

[00:02:47] What are you Reading?

[00:04:26] David’s Book

[00:07:00] David’s Journey

[00:12:01] Speaking in March

[00:14:42] Difference between Customer Service & Experience

[00:16:21] Accounting Story

[00:20:12] How did David Begin Speaking
[00:25:20] The Last Mile

[00:30:25] Advice for when Breakdowns and Failures Happen

[00:35:37] Future Proofing your Business

[00:40:22] Handling Divided Attention

[00:45:10] Close

Quotes:

"We hear in business: Technology changes, markets will change, but people don't change. And I am here to tell you, people do change. We're changing in profound ways in terms of how we do business, how we expect to do business.” (6:11)

“I'm also bold and encouraging in terms of it's okay to talk about the great work that you do. There is no shame in getting credit for doing good work. And your good work isn't just overcoming crises. Most of your work is preventing those, celebrate that.” (9:56)

“here's the basic message: people buy from you and stay with you for one simple reason, because they want to. And the minute they don't want to, they’ll go work with somebody else because they can because the choices are vast. Everything about this is about making the people who are your prime audience, your prime customers, or clients want to do business with you and wanting to do business with you before they ever do business with you.” (23:09)

“If you screw up and then you fall on your sword and say, we screwed up. Here's what we're doing to make it right, or we weren't able to get a person there or that the part wasn't the right one. And what we have to avoid doing, and this is super important, we cannot throw our coworkers under the bus.” (30:39)

“You know, blockbuster goes out of business because we're not watching movies, no, not at all. We're just accessing them differently. So when I talk about future proofing for your business is they have to sort of put on that Swami hat or the crystal ball and say, how do we think, like how are people engaging with us today and how are they going to do it in the future?” (37:03)

Links:

https://www.visibilityinternational.com/

Why Customers Leave (and How to Win Them Back) by David Avrin