I have to admit I'm a recovering Podcast junkie. I consumed them like it was water to a man in the desert. Ever so often you come across interviews and content that gets you to think at a different level. There are many to choose from but as I prepare for a talk on customer experience in account management this week I came across this interview with the $6000 egg author Todd Duncan.
Take 30min today and have a listen and I'm very confident you'll take away some great ideas and inspired practices for your customer management and business growth.
Three takeaways I took from the interview that impacts how you serve your customers.
1. Why you say no to a customer makes a difference to the experience of when you ask them to say yes.
2. Customer service is sales and leadership position for everyone as you're making decisions with your customers that affect future relationships and performance.
3. Lack of empathy in an organisation is not a result of an employee that doesn't care its the result of a culture that doesn't make it matter.
If you're in key account management, managing key account teams or consultant concerned with strategic customer growth and relationships then get free access to my customer growth email series and weekly insight articles at www.jermaineedwards.com
Founder of the Key Account Hack System - New Key Account thinking that transforms customer relationships and creates predictable sales growth.