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.
Tag Archives: definition
Fast Pace Ep 27 – Why the vision comes first (before brand, before market, before anything else)
This episode of Fast Pace features Dean Mackie and Josh Phegan on why the vision comes first, before brand, market, or anything else. They discuss how vision defines everything you do, why a rebrand alone isn’t enough, how vision is fundamental to serving the customer, what can limit vision, and why you need a sense of growth and alignment with a long term vision.
Fast Pace Ep 12 – Driving USPs
In this episode, Dean Mackie and Josh Phegan talk about driving USPs. Josh begins discussion of unique selling propositions by defining what they are and pointing to the ways that businesses fail to fully support them. Dean weighs in with customer impressions and USP approaches that really stand out. Josh adds the need to find the one thing consumers will respond to and do that. Get clear on your unique components and use them.