Curious Leadership with Dominic Monkhouse E115 | Making Business More Human with Hilary Corna
Do you know what your company’s nine touch points are? The things that are the most important to your clients? Could you say, off the top of your head, what is most important to your customers pre-sale, during the sales process and after sale?
Do you even have touch points that are so remarkable that people continue to talk about you long after the engagement?
Meet Hilary Corna, author, speaker and CEO of coaching consulting business, Corna Partners. Hilary is on a mission to humanise business. She works predominantly with SMB to help them design uniquely human custom experiences to enable them to grow.
“I’m humanising their customer experience, from end to end point, really focused on this new world that we live in. It's an intersection of work, humanity and culture. And as the world is becoming more human, more aware, more conscious, more open minded, we're allowed to show more of our sides of our identity.”
Hilary says that every business has nine touch points that are important to the customer, not to the company, to the customer. It’s your job as the leader of the company, to identify those nine touch points and make them wow your customers.
This is a really insightful conversation with a truly effervescent person. We hope you enjoy it as much as we did.
On today’s podcast:
- Why she’s focused on humanising business
- Humanisation of process
- Digi-human divide
- Intentional human customer experience design
- Customer for life cycle
- Your nine customer touchpoints
- Humanise your agreements
- Create customer focused content
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