In this week’s podcast, Alexander Phillips and Josh Phegan discuss defining and delivering a great service experience. It starts with defining what sellers and buyers find critically important and then setting delivery standards to meet and exceed those expectations.
Tag Archives: experience
The experience
You can’t get lazy around the experience you provide, especially during this market slowdown. In today’s Coaching Tip, I’ll show you how to get buyers to opens, what to do when they get there, and how to boost customer confidence in the market, and in you.
High inflation markets
We haven’t seen a high inflation event for many years, but we’re in one now, and my Coaching Tip today is about working in high inflation markets. I’ll explain how inflation affects markets and pricing, and I’ll show you the new skills you need right now.
Fast Pace Ep 62 – Onboarding (new, established and learned history)
This week on Fast Pace, Dean Mackie and Josh Phegan talk about onboarding and the first 90 days. They look at optimising the process through pre-boarding, why 30% of hires leave within 90 days, getting people engaged, what to do when onboarding fails, mapping out expectations, making it a good experience, and paying attention to feedback from the new hires’ fresh views of the business.
Fast Pace Ep 53 – Sticking to core
In this Fast Pace episode, Dean Mackie and Josh Phegan look at training protocols and initiatives. They discuss short term tactics and long term planning, fundamental core skills vs. current trends, training your brand’s USPs, skills qualification, and skills specific to categories and experience.
Happy, anxious, sad
Understand what the customer goes through with every transaction and you’ll win your market. In this Coaching Tip I’ll clarify the happy, anxious, sad moments you need to recognise so you can engineer the experience you want your customers to have.
Founders Ep 2 – The evolution of Identity Marketing
This podcast features Josh Phegan & David Choi talking with Steve Osborn, founder of Identity Marketing. We look at marketing initiatives and brand standards for internal and external communications, defining and marketing your brand identity and designing the ultimate customer experience. Steve shows why you need an agency to package and promote your brand, advises developing a plan of action for internal and external marketing teams, and promotes bringing back brand campaigns as the next evolution of creating customer awareness.
Fast Pace Ep 22 – The four-dimensional customer
In this week’s episode, Dean Mackie and Josh Phegan define and discuss the four-dimensional customer. We look at using tech to give each individual customer a more integrated experience, consider the scope and perception of roles inside of the business, and explore ways to understand and meet the customer’s needs through internal collaboration.
How you scale
Before you start your journey for growth, you’ve got to know what you want. In this Growth, Leadership and Management Tip I’m talking about how you scale by deciding how big you want to be, which markets you want to dominate, and how to recruit the best talent.
Fast Pace Ep 15 – Attributes of great brands
In this week’s episode, Dean Mackie and Josh Phegan look at the attributes of great brands beyond logos and signature colour schemes. They talk about how a brand connects with the consumer, brand stories that promote customer loyalty, creating the brand experience around what people want, and the little things that differentiate your brand from the competition.