Kelley Kirker, Director of Customer Experience at Business Made Simple, shares her expertise on fostering customer loyalty through exceptional service. She discusses the small, thoughtful actions that resonate most with clients, highlighting the importance of empathy and trust in customer interactions. Kelley explains how to streamline responses using templates while balancing AI's efficiency with the human touch. She emphasizes prioritizing customer needs, encouraging businesses to exceed expectations, ultimately transforming ordinary encounters into extraordinary experiences.
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volunteer_activism ADVICE
Prioritize Customer Support
Prioritize hiring customer support if you're overwhelmed.
Focus on timely responses and empathy, even if giving refunds is unpleasant.
insights INSIGHT
Impact of Negative Experiences
Negative customer experiences can significantly impact your business through negative word-of-mouth.
Prioritize customer satisfaction, even with difficult customers.
volunteer_activism ADVICE
Timely Responses
Respond to customers within one business day, if possible.
If a quicker response isn't feasible, acknowledge their message and set expectations.
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The Remarkable Power of Giving People More Than They Expect
Will Guidara
In 'Unreasonable Hospitality,' Will Guidara shares his experiences as the General Manager of Eleven Madison Park and The NoMad, highlighting the importance of hospitality in any business. The book emphasizes that simply offering a great product is not enough; organizations must also focus on creating authentic connections and memorable experiences for both customers and employees. Guidara provides practical advice on setting expectations, managing teams, and adapting to unexpected situations, all while maintaining a commitment to hospitality that goes beyond mere service. His approach is applicable across various industries, not just limited to restaurants and luxury businesses.
Delivering exceptional customer service can feel taxing, especially when you’re juggling multiple roles in your business. It’s easy to think that “good enough” is sufficient, but the truth is, it’s the small, thoughtful actions that leave the biggest impact on your customers. If you’ve ever struggled with handling tough customer interactions or wondered how to wow your clients without breaking the bank, you’re not alone. What if elevating your customer experience could be simpler (and more affordable) than you think?
In this episode, hosts Bobby Richards and James Sweeting sit down with Kelley Kirker, Director of Customer Experience at Business Made Simple, to reveal practical strategies for transforming customer interactions from ordinary to extraordinary. Learn how to streamline your processes, respond quickly with empathy, and surprise customers in ways that build trust and word-of-mouth marketing. Tune in and get actionable steps to create a standout customer experience that drives real business growth.
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