Middle Management Movement By Michelle Pascoe

Let’s end this year with 3 key points to make both the internal and external customer experience journey magical for you and your customers.  Communication, links and options.  Merry Christmas to you all. Thank you for being loyal to this podcast Customer Retention Revolution.  I will be back on Wednesday 6th January with a new line up of guest speakers and topics for 2021. 

Whether it be a car, pair of glasses or a loaf of bread in most cases we are committed to a franchise brand because of the product, however, how does the impact of the service provider have on your decision when it comes to choosing the location of the business that you will travel to? 

Today more than ever the Customer Experience Journey has become the top priority as businesses manage and serve the shifting customer demands.  Mapping the Customer Experience Journey is critical in delivering on these demands and exceeding their expectations.  Have you mapped the Customer Experience Journey of your prospective and existing customers?  Please enjoy this podcast where I share 5 tips to improve your Customer Experience Journey.  Link:  https://www.michellepascoe.com/ 

Today, businesses like yours are expected to be doing everything! Video, photography, Instagram Stories, Facebook Live, sophisticated sales funnels, webinars and have high performing websites that capture leads, converts them into real business and continually pumping out content that inspires!   Divine Creative is a complete content production and marketing agency.  Hear from the CEO Melissa J Scott a powerhouse in marketing brands globally.    Link to Divine Creative  https://divinecreative.com.au/  Link to Live Webinar   https://www.michellepascoe.com/pl/213869  Link to Second Momentum website  https://www.michellepascoe.com/secondmomentum 

This maybe a controversial podcast but I am all for the raffle, promotion or the thank you gift to your customers.  It’s about bringing them joy and gee we all need this after the year we have all had.   Don’t use COVID as an excuse to be Scrooge. 

Thursday 10th September is the day when we ask “RUOK?”  It’s been a bloody struggle for everyone.  Being a leader the pressure of making sure your team are okay has impacted on your only mental health.  It’s important to be honest with yourself, seek out help or at least have a cuppa with a friend and tell them how you are feeling.  Don’t shrug it off saying “It will be alright”.  “There’s more to say after R U OK?” Link to Download guide:  https://www.ruok.org.au/join-r-u-ok-day

In this episode I chat with Claire Boscq-Scott all the way from the Jersey Isle who shares with us her tales, strategies and implementation of her mystery shopping company over the past decade with her clients throughout the UK, Europe, Asia and Africa. With the launch of her “tell all” book The Secret Diary of a Mystery Shopper, if you have customers this is a must listen.  Link to Book: https://www.claireboscqscott.com/books/the-secret-diary-of-a-mystery-shopper/

No matter who they are no one will ever love your business like you do.  When it comes to your reputation what are your team saying to your customers?  In this episode I share a story of a good friend and the questionable customer service. 

How would you describe yourself:  early adopter, geek or frustrated?  When it comes to technology, we take for granted what we know and that what comes easily for some in our team or even our customers may not be as easy for others.  Is technology connecting or disconnecting your customers? 

As Victoria goes into lock down for 6 weeks, as a business owner I want you know that we are in this together and that as a leader now more than ever you need to connect with your team and customers.  You will survive and thrive. 

Your team is a reflection of YOU!  Right now is the time to undertake a complete internal customer service audit.  In this podcast I share with you 4 key areas in your business to commence your audit.  I have also included a link to register for a free Leadership speaker showcase on Thursday 6th August, 11.00am. “Transform and Thrive.  I am joined by 7 other leadership expert speakers who will share their knowledge that will certainly assist in your role of leader and the growth of your business.  Register for Transform and Thrive Leadership Showcase:  http://www.transformandthrive.com.au/register  Link to DIY Mystery Shopping Audits  https://mysteryshoppingaudits.com/ 

  Join me in celebrating 26 years in business, it may not be Hawaii where I was hoping to be recording this podcast but I am here sharing with you my wonderful moments of joy and why it’s so important for YOU to celebrate your wins with your team and customers. https://www.michellepascoe.com/secondmomentum   

Roslyn a mobile travel agent with itravel for over 5 years shares the importance of customer contact during these unprecedented times. As an entrepreneur of a business that focuses on group and international travel during these past few months the focus on “customer retention” has been key for her and her team. There are two facets to her business, the travel agent and her passion to help others in the industry and this has certainly been instrumental in helping other travel agents during this time with her podcast and online course “Travel Agent Achievers”.  Link to Travel Agent Achievers www.travelagentachievers.com  

 The 3 keys to growing your customer base are:  Communicate  Connect  Continue  In this weeks episode I have 7 easy challenges for you to re engage, attract and retain your customers. Choosing your social media channel(s) is important, there is no point being somewhere and your customers aren’t.  Understanding that their algorithms are only showing a very small percentage of your followers your posts and that’s why it is so important for YOU to get out there to be seen and heard.   Measure your results and continue to grow your customer base.  You are in control of the success of your business. 

When it comes to policies whether they are yours or legislative how you handle the customers wants when you can’t say yes can escalate to a critical level if not handled with empathy and speed. So how do you respond to the customer’s emotional state?

As life slowly starts to normalise this is the key time to spend some quality time with your customers to ensure that you are creating a truly memorable connection. By surprising and delighting your customers with a true connection you are choosing the customers and clientele that you want. There are many ways you can surprise and delight your customers which all stem from your skill set, values and energy that you bring to the role. This is the time where you can really make a difference in your business.

Being welcomed by a smiling face Is important and so is reassuring your customer that you have their health and safety foremost in your mind, following the policies and maintaining social distancing.  It’s time now to make the connection with your customers, make them feel welcome. Website link:  https://www.michellepascoe.com/frontline&leadershipprograms  

Carly Deards is the founder of Membership + Loyalty Solutions specialising in working with small to medium sized clubs to build loyalty programs, design effective promotions, improve membership databases and generate loyalty through targeted marketing campaigns.  She loves analysing data and delivering customised loyalty programs. http://mlsolutions.com.au/ https://podcasts.apple.com/au/podcast/the-engagement-gurus/id1510269949

The doors are now open so how do you communicate to your customers and your team?  Where are your customers and how do they hear about you?  Communicating your offering and listening to your customers and team is key to a successful business.

In this podcast I share with you the 3 Step process for business success and growth.  Looking at your customer of today are they the customer you want or has this time in ISO provided you the opportunity to review your services, products and the customer you love to serve? Appeal to your ideal customer first, gain momentum, brand recognition and loyalty then others will come. Continually measure your business by reviewing your business from your customers eyes. Link to shopify store: https://mysteryshoppingaudits.com/