Business Problems Solved Podcast Rules For Rockstars – with James Dodkins
Lee talks to James Dodkins, known throughout the business world as “the customer experience rockstar”.
James has founded Rockstar CX, and has travelled the world to talk to people about his two passions, rock music and customer experience, energising and empowering his many clients, including Disney, Microsoft, Lego and IBM, about how they can deliver a “Rockstar” customer experience of their own.
Listen as James shares his story, his ideas and his experience with you, in this very inspiring “one night only” gig…
KEY TAKEAWAYS
- Everything that James learned about the business world came from the music world, while he was part of a successful rock band. As such, he invented his business persona based on his own view of them.
- When James decided to shed this invented image and apply his own touch to business, he found true success and happiness.
- A customer experience is the sum of the interactions, the thoughts, the memories and feelings that they experience on the journey towards achieving a particular goal, while dealing with your company along the way.
- It’s important to remember that we should be considering not their interaction with our company, but with the ones who’ve come before and will come afterwards. Each experience impacts the next.
- People should stop asking their customers what they want. Businesses should understand their customers at such a deep level that they know what their customers need.
- There are certain ways of talking to customers. But we should also talk to the people who are serving them. Talk to the people who interact with your customers on a daily basis.
- Proactive Experience Recovery (PXR) is something all companies can be doing more of. It is the pre-emptive recovery of a negative experience by a customer, that often results in good will.
- In order to use PXR effectively we must:
- Identify the things that cause dissatisfaction
- Monitor the experience in the experience
- Communicate to the customer that you are aware of issues
- Put it right.
BEST MOMENTS
‘It’s kinda the same, but people don’t buy you beer as often’
‘You shouldn’t try to the best in the world at what you do. You should try to be the only person in the world who can do what you do’
‘In order to achieve a successful outcome, what they need is very, very different to what they want’
‘Don’t listen to ABBA. Don’t eat olives'
VALUABLE RESOURCES
Business Problems Solved Podcast
Twitter: @JDODKINS - https://twitter.com/jdodkins
LinkedIn: https://www.linkedin.com/in/jamesdodkins
Instagram: @thecxrockstar - https://www.instagram.com/thecxrockstar/
Rockstar CX - https://www.rockstar.cx
ABOUT THE GUEST
James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar’.
Not only is he an international keynote speaker, #1 Best Selling author and host of Amazon Prime’s ‘This Week In CX’, James is one of the world’s top customer experience influencers and content creators.
ABOUT THE HOST
For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.
In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.
Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.
CONTACT METHOD
You can contact Lee Houghton on 07813342194