Mastering customer experience and employee engagement can be incredibly frustrating for many businesses.
In this series, Emotional Intelligence expert and founder of Business EQ Ltd, Tracey Finlay, gets frank about what many businesses and business leaders are getting wrong when it comes to engaging both staff and customers.
Here you'll learn how it's possible to influence customer and staff engagement and overcome frustrations by understanding what really motivates people.
It's all about the win-win.
Do you feel your staff need to get better at customer experience?
Are you struggling with where to start?
This episode is designed to help you understand where to start. It'll also stop you from spending your money on things that won't add real benefit when it comes to raising your game on your customer experience.
21 Apr 2020
Ep#6 - Redefining The Role Of Leaders
Ep#6 - Redefining The Role Of Leaders by Tracey Finlay
25 Feb 2020
Ep #5 - Complaint Handling - Are you Winding Your Customers Up?
Do you find dealing with complaints difficult? Can you be sure that you're not just winding your customers up with the way you're dealing with them?
This episode covers some basic mistakes that complaint handlers make, and teaches you how a straightforward solution can get your angry customer onside quicker than you think.
28 Jan 2020
Ep #4 - Right Now Need Number 3: Will you make my life better?
Here, you'll learn how to really engage with your customers' emotional needs of gaining self esteem and removing worry, doubt or inconvenience.
You'll also get some great insights on how to workshop this from within your business so that you and your customer-facing people can transform your customer experience
20 Jan 2020
Ep #3 - Right Now Need 3: Do I matter to you?
Let's have a look at Customer Need number 2. Here you'll learn how to really get your customers' attention by injecting some simple ideas and actively letting them know they matter to your business.
With genuine examples and fresh ideas, you can absolutely nail your customer experience.
13 Jan 2020
Ep #2 - Right Now Need 1: Do I like and trust you?
This episode delves deeper into the first customer need - Do I like and trust you?
Here, you'll hear practical examples of how to get your customers to like and trust your business, leading to more sales and better customer retention.
6 Jan 2020
Ep #1 - Introduction to the 3 Right Now Customer Needs
Regardless of who they are, where they live, what they spend, customers have 3 basic needs. Once you understand these needs, giving customers a great customer experience comes so much more naturally.
This episode covers these three needs and shows you how you can use them to deliver really great customer experiences.
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