James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why organisations should put customers second, and James shares his four steps for proactively dealing with complaints.

 

Key takeaways (starts at 30:02):
Be proactive with complaints by using the 4 step process (Identify, Monitor, Communicate and Compensate)
Make sure metrics are aligned with the customer
Use storytelling to sell initiatives
Don’t use war-like wording when talking about customers.

James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you&rsquo;ll learn why organisations should put customers second, and James shares his four steps for proactively dealing with complaints.
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Key takeaways (starts at 30:02):
<ol>
<li style="font-weight: 400;">Be proactive with complaints by using the 4 step process (Identify, Monitor, Communicate and Compensate)</li>
<li style="font-weight: 400;">Make sure metrics are aligned with the customer</li>
<li style="font-weight: 400;">Use storytelling to sell initiatives</li>
<li style="font-weight: 400;">Don&rsquo;t use war-like wording when talking about customers.</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.