Sharp - The Podcast

 Episode 80 – The final episode in our trilogy talking to Nick Drake-Knight about the origins of his work.If you have customers, have a team who helps customers, or in any way engage with customers in your organisation – you need to know what Every Customer Wants®. It will give you remarkable solutions to all those problematic challenges you face every day.Hospitality, healthcare, call centres, after-care, retail, web support (the list goes on). Customers have high expectations and, rightly so, demand great service.And, it’s actually very simple to deliver. Look at all this stuff we covered in this full episode:Getting the service edgeThe research on customer experienceNPS scoresCSAT resultsMystery shop evaluationsRecorded callsCustomer focus groupsThree componentsUnderstand meAdd value for meMake it easy for meWhy listening is importantGet inside their worldMaking a differenceThe human experienceThe impact on customer loyalty of the effort they have to makePatterns which connectNuggets of goldCustomer experi