Are you asking the right questions to increase customer satisfaction and staff, too?
Are you applying relatability and emotional intelligence to lead by example and turn customer service from satisfactory to exceptional?
This podcast episode with customer experience and service expert Stacy Sherman and featured guest Marty Grunder, CEO and “Entrepreneur Of The Year,” provide solutions to these important topics so that you can increase customer satisfaction and brand loyalty. You’ll hear:
- Why asking the right questions is essential in grasping customer desires and improving relations with your team.
- How to leverage the Net Promoter Score to tap into true customer sentiments and why passive feedback should never be ignored.
- The pivotal role internal customer service plays in setting the stage for exceptional external customer interactions.
- Effective strategies for fostering a culture of accountability and solution-focused mindsets within your team.
- The art of roleplaying in preparing staff to excel in customer interactions draws parallels from high-pressure training methods used by elite forces and sports teams.
- Anecdotes from Marty’s journey of growing a successful landscaping business during his college years, the understated power of simply returning calls promptly, and the continuous pursuit of progress over perfection.
Whether you’re a leader, entrepreneur, or customer service professional, this podcast episode will help you establish and grow a brand that resonates with customers and stands out in a crowded marketplace!
Customer Experience (CX) and Service Topics & Time Stamps:
[00:01] Introduction and Welcoming Marty Grunder
[00:23] Marty’s Professional Background
[01:07] Fun Fact about Marty’s Business Success
[02:31] Advice to Younger Self: The Power of Asking Questions
[03:47] Customer Experience and the Importance of Asking the Right Questions
[05:24] Delivering on Customer Expectations and Simplifying Satisfaction
[06:04] The Significance of Listening to the Customer in Landscaping
[07:21] Basic Customer Service and Core Values
[09:04] The Importance of Relatability and Emotional Intelligence
[14:00] Key Questions to Gauge Customer Satisfaction
[16:14] Internal Customer Service Setting the Standard for External Customer Service
[18:55] The Concept of Progress Over Perfection
[21:02] Encouraging a Speak Up Culture and Comfort with Roleplaying
[23:06] Innovation as a Mindset and Continuous Improvement
[24:48] Final Takeaway: Reflecting the Importance of Internal Customer Service
Want to read this episode transcript, click >here
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About Marty Grunder ~ Putting Customer Satisfaction At The Forefront Every Day
Marty Grunder is the founder and CEO of The Grow Group and of Grunder Landscaping Co., one of the most successful landscaping companies in the Midwest.
An unusual combination of full-time landscape professional and leading green-industry coach, Marty is uniquely positioned to deliver real-world, real-time guidance to Grow Group clients. His landscaping company has earned more than 50 local and national design awards and is a two-time winner of the Better Business Bureau’s Eclipse Integrity Award. Marty has himself been named entrepreneur of the year by both Ernst & Young and the US Small Business Administration and a Leader in Diversity by the Dayton Business Journal. The author of The 9 Super Simple Steps to Entrepreneurial Success, he has coached tens of hundreds of landscaping professionals and companies across the US and Canada and delivered more than 550 talks, motivating audiences of all sizes and shapes—from a small gathering of 20 to a stadium of 9,000—to achieve success. He is a columnist for Landscape Management and is a member of the boards of Park National Bank of Southwest Ohio and Wright State University. A graduate of the University of Dayton School of Business, Marty is based in Dayton, Ohio.
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About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.
Keyword themes: DoingCXRight podcast business customer service contact center marketing Customer satisfaction Customer loyalty