Customer experience is how your customers perceive their interaction with your company, and it is fundamental to every business.
So how do you excel at customer experience?
In this episode, Dennis Sadlowski, a CEO & Outside-In Leadership expert, discusses the roadmap to attaining the best customer experience. Dennis shares how teams have an advantage over their competitors by incorporating an outside-in leadership approach.
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.
Enhancing the customer service experience is really all about exceeding expectations. Going above and beyond for your customer leaves them feeling delighted and satisfied — ultimately building the customer Loyalty you want.
In this episode, we build on last week’s conversation about the concept of completed service work with executive coach and founder of The Nour Group, David Nour.
David Nour and Michael Israel expand on completed service work and the activities involved in delivering an effective customer service experience that leaves a positive impact on customers.
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.
Completed Service Work is a lot more than providing service to customers when things need fixing. It’s a very strategic aspect of the business if performed correctly can set your business apart from your competitors.
In this episode, Michael Blumberg, the President and CEO of Blumberg Advisory Group, Inc. and David Nour, the author of Relationship Economics® join Michael Israel. The trio discusses how completed service work elevates service professionals and businesses. They explain in detail the importance of using field service management to build meaningful relationships with customers.
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.
