Ep 329 – Mapping consumer experiences

In this podcast, Josh Phegan and Alexander Phillips discuss mapping consumer experiences, standards for 6-star service, coaching your team with options they can use to win the listing, and touchpoints that show the vendor you’re there for them every step of the way.

Customer obsession

We’re in an experience economy. In my Coaching Tip today, I’ll tell you about customer obsession, show you what great customer service looks like, and illustrate how the little things build up to great referrals and greater fees.

Distance the ego

You need to distance the ego to be the agent the customer is looking for. In my Coaching Tip today, I’ll show you how to position your brand, demonstrate your credibility, and base your business on the customer experience you deliver.

Fast Pace Ep 30 – Defining customer experience

This Fast Pace episode features Dean Mackie and Josh Phegan on defining customer service, why that’s important and how to do it. They show how to define customer points of pain and what they really want, ways to provide service and build trust around those points, and how to charge for the value of the customer experience you provide. 

Team engagement

It’s up to you to make sure your team is delivering your ultimate customer experience. In my Growth, Leadership and Management Tip today I’ll help you measure team engagement, establish clarity, and drive purpose at the highest levels of your organisation.