James Dodkins discusses his experience as a real-life Rock Star and how he transitioned to a CX Rock Star. He also discusses his six core elements of really good customer experience and which companies are doing it well.
✔️ Most of your potential customers will form an opinion of you before they ever interact with your company.
✔️ We don’t trust companies anymore. It all comes down to setting expectations.
✔️ We are really bad at linking the CX investment to ROI
The person that has influenced James the most in the past year:
✔️ Shep Hyken – He is the sort of dude we should all model ourselves after…
His note to all the customer service and CX professionals:
“Always remember to focus on successful customer outcomes…you’re a rock star…love, James. ”
WHAT IS PRESS 1 FOR NICK?
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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