clientship

Christopher Brooks' CX Superheroes podcast series explores the talents and traits needed to be a success in Customer Experience. We meet incredibly committed individuals who are making a difference through their work in customer centricity.

The SME community is one which CX has been 'sold' to in the past and failed to deliver the returns it achieves for larger corporates. Why is this? A lack of qualified professionals to support this community? Possibly. More likely is that it takes a real skill to take the sometimes jargonistic language of customer centricity ands make it relevant and meaningful to the candlestick maker, retailer or international distributor - all of whom with a few employees are SME's. But each who can increase their fortunes with improved customer experience outcomes delivered. 

That's where Claire Radbourne, from Melbourne, Australia stand apart from others. In this podcast her infectious approach to helping small companies come through. Her empathy for their situation and ability to translate CX in to something small owner companies can work with and prosper. In conversation with Christopher Brooks, Clare shares how she's making a difference to small companies using big business models. 

Each episode unpacks another areas of customer experience with an expert in their field. In Christopher Brooks' latest Customer Experience Superpower we look at Customer Service with Bryan Horn, author of 'Get you Stuff and Get Out!' And we discover how badly managed customer service leads to badly behaved customers. Bryan takes through 'the death words' used by companies when they are excusing their inaction, and how in turn customers are becoming affected by bad service, conditioning themselves for the worst. 

In conversation with global CX consultant and mentor Christopher Brooks, Bryan brings to life how easy it is when you shift the culture, to create amazing experiences without even breaking sweat. Christopher and Bryan exchange a host of real case examples to illustrate the difference between 'not good enough' and 'jaw dropping' customer service. 
Having published his second book on the topic, Bryan demonstrates just why he has become one of the leading 'go to' consultants for customer service improved performance. 

For more on Bryan and his books, check out www.thecsrevolution.com

We speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences.

CX global specialist, Christopher Brooks speaks with world renowned speaker on CX, Chip Bell about the value exchange delivered by including your customers in the development of improvements process. Chip shares his wealth of experience both in terms of the value in better serving customers' needs as well as deepening their customers commitment to a company because of the collaboration activity.

Chip unpacks 'eccentric listening' and other techniques aligned to the 5 ideas presented in his book. With real world and business case examples the conversation builds on the importance of building trust, respect and a safe environment for customers to 'open up the door from the inside' and share their ideas to help companies grow'.

Whether you are a corporate or an  SME, in insight or activation, Chip explains the value and importance of getting more from your customers than just their transactions.

Chips book is available now via Amazon and other bookstores