SIMPLE brand With Matt Lyles Jim Knight - Service That Rocks: Create Unforgettable Experiences and Turn Customers into Fans
Jan 18, 2023
51:39
In this week’s episode of the SIMPLE brand podcast, I talk with Jim Knight, author of Service That Rocks: Create Unforgettable Experiences and Turn Customers into Fans.
Jim’s the former head of global training for Hard Rock International - so you KNOW he’s great at teaching people how to deliver rock star experiences.
Jim’s the author of three best-selling books including his latest - Service That Rocks!
Some of the topics we discuss include:
- How rock bands and brands are similar in how the biggest ones create fans
- Why the customer experience is the most important piece of your brand
- Employees’ behaviors are valuable in delivering the customer experience
- You need to constantly communicate how your brand values translate into your employees’ roles
- Your customers see your employees as the brand
- How to create unique experiences that differentiate from the competition
- The value of empowering your employees
- The four-letter words you don’t want customers to use to describe your customer experience
- A secret to turn customers into fans is treating them like rockstars
RESOURCES FROM THIS EPISODE:
- Jim’s website
- Jim’s book - Service That Rocks: Create Unforgettable Experiences and Turn Customers into Fans
- Jim’s podcast - Thoughts That Rock