Customer experience is the cornerstone of business success—it’s how customers perceive their interactions with your company, and it’s crucial for every business. This is as true today as it was when we first released this episode.
But what does it take to truly excel at customer experience?
In this insightful episode, join Dennis Sadlowski, a CEO & Outside-In Leadership expert, as he unveils the roadmap to achieving the best customer experience.
Dennis discusses:
The outside-in leadership concept in detail
How outside-in leadership affects field service in a positive way
Why it is important to connect every employee in the company to the customer experience
Dennis Sadlowski is an accomplished Chief Executive Officer, Board Member, Outside-In Leader and C-suite Advisor serving domestic and international businesses. He has led public and private equity companies globally, in various industrial manufacturing and services industries. Mr. Sadlowski served as the CEO of Siemens Energy and Automation, a $4 billion, 12,000-employee operating company of Siemens AG. He also served as the CEO of CECO Environmental, CEO of International Battery, and COO (North America) of LSG Sky Chefs. Mr. Sadlowski holds a BS in Chemical and Nuclear Engineering from the University of California, Berkeley and an MBA from Seattle University.
Let’s revisit a classic! Enhancing the customer service experience isn’t just about meeting expectations—it’s about exceeding them.
Going above and beyond leaves customers delighted and satisfied, fostering the kind of loyalty every business craves.
Join us as executive coach and founder of The Nour Group, David Nour, alongside Michael Israel, to expand on the strategies and activities essential for delivering an exceptional customer service experience.
David and Michael discuss:
How misaligned expectations can cause customer relationships to go bad
What “best of breeds” is and how it relates to completed service work
Why data has become the new renewable energy
The total completed service work ecosystem and what it entails
How to exceed expectations by adding value to your current customer service processes
A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast.
Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.
Learn how mastering Completed Service Work can give your business a strategic edge.
By leveraging field service management to forge deep connections with customers, you can cultivate loyalty, drive growth, and position your brand as a leader in your industry.
In this enlightening episode, Michael Israel is joined by industry experts Michael Blumberg, President and CEO of Blumberg Advisory Group, Inc., and David Nour, author of Relationship Economics®. Together, they delve into the profound impact of Completed Service Work on service professionals and businesses.
Michael & David discuss:
How great completed service work can elevate your business above your competitors
The importance of having a mentor
How field service management helps build meaningful relationships with customers
Definitions of Net Promoter Score (NPS) and sentiment analysis
How predictive data can be used as a leading driver of customer relationship
Different ways companies can empower their employees to go the extra mile for their customers
Michael Blumberg is the President of Blumberg Advisory Group, Inc., a research and consulting firm in the field service industry. Michael’s firm provides clients with strategic guidance and tactical assistance for improving the overall profitability and quality of field service operations through procedural and systemic improvements and optimized service marketing strategies. Michael is a prolific author and frequent speaker at industry events and conferences.
About David Nour:
A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. The author of eleven books, including bestsellers Relationship Economics® (Wiley) – forthcoming in its 3rd edition, Co-Create (St. Martin’s Press), and Curve Benders (Wiley, 2021), Nour serves as a trusted advisor to global clients and coaches corporate leaders. He is an adjunct professor at the Goizueta Business School at Emory University and was named to the Global Gurus Top 30 Leadership Professionals and the Thinkers 50 Radar Class of 2021 lists. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast.
Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.
Even though it’s from the archives, this episode packs a punch with insights that still hold true today.
Join Michael Israel and David Nour on this episode as they dive into Completed Service Work, a game-changer in field service management that goes beyond mere problem-solving to elevate service professionals and businesses alike.
In this enlightening conversation, Michael Israel and David Nour explore the transformative power of Completed Service Work, shedding light on its strategic importance and impact on service professionals and businesses.
Michael and David discuss:
The concept of “Completed Service Work” and its relevance to field services
How companies like Uber, Pizza Hut, Lyft have changed the expectations of consumers and businesses at large
How and when does a customer’s relationship begin with a business
The importance of being responsive and proactive in building customer relationships
A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. The author of eleven books, including bestsellers Relationship Economics® (Wiley) – forthcoming in its 3rd edition, Co-Create (St. Martin’s Press), and Curve Benders (Wiley, 2021), Nour serves as a trusted advisor to global clients and coaches corporate leaders. He is an adjunct professor at the Goizueta Business School at Emory University and was named to the Global Gurus Top 30 Leadership Professionals and the Thinkers 50 Radar Class of 2021 lists. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast.
Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.
