Mar 11 2024 49 mins
Who is our guest?
With over 40 years of experience in marketing communications and customer relationship management, Richard is the director at Customer Plus, a leading consultancy that helps businesses improve their customer experience and loyalty. He is also a certified NPS practitioner and an accredited C-me colour profiling activator, which enables him to deliver effective and engaging workshops and training sessions for clients across various sectors.
What do we discuss?
- Career Journey and Business Ventures
- Role and Services of Customer Plus
- Passion for Sports and Physical Activity
- Introduction to Customer Journey Mapping
- Understanding Customer Satisfaction Surveys and Net Promoter Score
- Importance of Prioritising Customer Experience
- The Discrepancy Between Promotion and Delivery
- Common Mistakes in Customer Experience
- The Fitness Analogy: Long-term Commitment in Customer Experience
- The Importance of Consistency in Customer Experience
- The Role of Customer Experience in Brand Perception
- The Challenge of Enhancing Customer Experience
- The Power of Choice in Customer Experience
- The Role of Enjoyment in Customer Experience