Navigating the Customer Experience
About This Show
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
Most Recent Episode
021: Customer Manipulation: Converting Customers & Increasing Profits with Chloë Thomas
3 days ago
Chloë Thomas is an Author, International Speaker and Host of her own podcast, eCommerce MasterPlan Podcast. Chloë has been working in eCommerce since 2003, learning how to increase orders, up customer retention and recruit new customers cost effectively. Working with businesses from the High Street right down to start ups, eCommerce MasterPlan is the result of Chloë’s years of experience, the books, blogs and courses have all been created to help eCommerce business owners and Marketers to make the right decisions as they build their own path to eCommerce success. The eCommerce MasterPlan Podcast exists to bring a weekly dose of inspiration direct to the desk of eCommerce business people all over the globe. Power Retail Australia named Chloë as one of the 10 top eCommerce Commentators in the world and within 6 months of launch, the podcast was already the top eCommerce podcast in the UK. Chloë is also the Author of “Customer Manipulation: How to Influence your Customers to Buy More and why an Ethical Approach will Always Win.” Questions Tell us a little bit about yourselves and your journey How do you feel about Customer Service in the UK? Give 2 companies that you really admire in terms of they are doing customer service and doing it well What are some everyday solutions you believe can help improve customer experience? Can you share a little more about the book, what inspired you to write it and who the book is targeted to and how can it help them? Do you find that companies are moving towards marrying the relationship between marketing and customer service? Or is there still a divide in terms of there is a marketing department separate from a customer service department? How do you stay motivated every day? What is the one online resource, website, tool or app you cannot live without in your business? What are some books that have had the biggest impact on you? If you where sitting across the table from another business owner and they said to you that they feel they have great products and services but they lack the consistently motivated human capital, what advice would you give them to turn their team members and turn their business around to create more success? In doing your research for your book Customer Manipulation, do you find that if the company has poor leadership, that