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I have flagged this recording to no avail since 2020. I'm putting it back online now after I overheard him talking to a friend of mine on the phone. 

Sure, he sounds nice.....but when it comes to helping me, or my friend, he falls flat on his face.

T-Mobile's Internal Hacker?

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Join Saththia Lingan, a serial entrepreneur and logistics expert, as he shares his step-by-step guide to managing reverse logistics effectively. Learn how to optimize returns, reduce costs, and improve customer satisfaction while increasing sustainability. Tune in to discover the importance of clear return policies, technology investment, data analysis, and sustainable practices in reverse logistics. Don't miss this opportunity to transform your business's reverse logistics and take your e-commerce operation to the next level. Listen now!

Saththia Lingan Step-by-Step Guide to Managing Reverse Logistics Effectively

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Order Management: Flare's Scheduled Delivery Date Solution

Welcome to today's episode, where we’ll dive into handling customer complaints effectively—transforming potential conflicts into opportunities for growth.

Understanding Complaints:

If you’re getting customer complaints, it’s a sign that you’ve been in business for a while. Whether you’re dealing with high-end clients who expect exceptional service or budget customers who want more for less, complaints are inevitable. No matter how hard you try, there will always be someone dissatisfied with your work. So, how can you navigate this situation effectively?

1. Respond Calmly and Professionally:

First, never be rude or dismissive. Even if the complaint seems trivial or offensive, always respond professionally. Take responsibility for any unsatisfactory experience—this shows you care. Remember, a single dissatisfied customer can share their negative experience with up to 20 other potential clients! The best way to defend your reputation is by addressing the issue head-on. Don’t fear complaints; instead, actively seek them out and resolve them before they escalate.

2. Write a Personalized Apology:

When a complaint comes in, consider writing a personalized letter of apology. Here's a simple template:

"Dear [Customer],
I’m sorry to hear that you were not satisfied with our recent service. We’ve taken steps to address the issue and hope this will not affect our future business together. Sincerely, [Your Name]"

Make sure to sign it personally—this small gesture can make a big difference.

3. Offer a Partial Refund or Compensation:

In your apology, consider offering a partial refund or compensation for any inconvenience caused. For instance, if there was a delivery issue, you might reimburse the shipping cost and add a little extra as a goodwill gesture. This can turn a frustrated customer into a loyal advocate who shares their positive experience with others.

4. Address the Root Cause:

Sometimes, the issue isn’t even your fault—it could be due to a supplier or another third party. In such cases, communicate with the supplier and express your disappointment clearly. Request compensation if necessary, and relay that compensation back to your customers to show you’re taking action.

Final Thoughts:

Handling customer complaints gracefully is more than just good practice; it’s essential for building a positive reputation and fostering customer loyalty. Turn every complaint into an opportunity to improve and showcase your commitment to customer satisfaction.
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Thanks for tuning in! If you found this episode helpful, don’t forget to share it with your network. Until next time, keep striving for excellence in all your business interactions!

When customers complain

In this episode, we discuss C. Richard Weylman’s book 100 Proven Ways to Acquire and Keep Clients for Life, which offers practical strategies to build lasting client relationships. Richard shares key insights on client acquisition, creating loyalty, and providing exceptional customer experiences. We explore the proven tactics professionals can use to stand out, engage clients, and foster long-term success in today's competitive market. Tune in for actionable steps to elevate your business and retain clients for life!

Podcast 1164: 100 Proven Ways to Acquire and Keep Clients for Life by C. Richard Weylman

This episode outlines twenty business strategies for enhancing customer loyalty by exceeding expectations and fostering delight rather than merely achieving satisfaction. 

It emphasises personalisation, exceptional service, proactive support, and the use of technology to improve the customer experience across all touchpoints. 

Each strategy is illustrated with real-world examples from various industries, highlighting the importance of building strong relationships, effectively addressing customer needs, and creating memorable interactions. 

The overarching message is that prioritising customer delight is crucial for sustained business success in competitive markets. 

Finally, it suggests that understanding customers intimately is key to implementing these strategies effectively.

20 Ways To Delight Customers & Build Loyalty

This episode focuses on transforming negative customer experiences into positive relationships. 

During the discussion it is argued that customer complaints are valuable opportunities for improvement and increased loyalty. 

The discussion includes several case studies from companies like Netflix, Toyota, and Zappos that successfully addressed complaints, highlighting strategies such as active listening, prompt action, and exceeding customer expectations. 

These strategies lead to increased customer satisfaction and profitability. 

In conclusion, the suggestion is to promote a proactive approach to customer relationship management, framing complaint resolution as a win-win scenario for both businesses and customers.

Turning Difficult Customers Into Loyal Advocates

This episode advocates prioritising customer delight over mere satisfaction to achieve sustainable business growth. 

It emphasises creating effortless customer journeys through personalised experiences and vital employee empowerment. 

Denyse cites numerous studies showcasing the significant financial benefits of investing in exceptional customer service, including increased sales, customer loyalty, and positive word-of-mouth referrals. 

Building genuine customer connections is highlighted as crucial, achieved through personalised interactions and a focus on exceeding expectations. 

In conclusion, the importance of leveraging data and actionable insights to understand customer needs and preferences is stressed as a critical component of this strategy.

Customer Delight  Fueling Business Growth

This episode recounts Denyse's negative customer experience with the Hilton hotel group, illustrating failures in their customer journey mapping. 

Three key lessons are developed out of this experience: 
1. The need to integrate all customer touchpoints
2. The importance of adequately addressing and resolving mistakes
3. Follow-up is necessary to ensure customer satisfaction. 

In conclusion, Denyse proposes two additional improvements to customer journey mapping: 
1. Incorporating customer emotions at each interaction
2. Personally experiencing the customer journey as a buyer

This discussion focuses on improving customer service and satisfaction by optimising customer journey mapping strategies.

Customer Journey Mapping Failures

Let’s extend a warm welcome to Prof. Venkatesh Shankar as he joins us on our podcast.

Prof. Venkatesh Shankar is the Harold M. Brierley Endowed Professor of Marketing and Academic Director, The Brierley Institute of Customer Engagement, Cox School of Business, Southern Methodist University.

He is also the Chair of Marketing Accountability Standards Board Advisory Council. His areas of specialization include Digital Business, Marketing Strategy, Innovation, New Product Management, Retailing, Services Marketing, Pricing, International Marketing, Branding, Mobile Marketing, and Artificial Intelligence. Prof. Shankar has a Ph.D. in marketing from the Northwestern University - Kellogg School of Management and has corporate experience in the areas of marketing and international business development. He has worked in diverse countries. Recognized as an American Marketing Association Fellow and among the top 1% of marketing scientists globally, he brings expertise in customer engagement, digital business, marketing strategy, and retailing.
He has been a visiting faculty at Stanford University, MIT Sloan School of Management, INSEAD, Singapore Management University, SDA Bocconi, Chinese European International Business School, and the Indian School of Business. He is co-editor of the Handbook of Marketing Strategy and the author of Shopper Marketing. He has served as a Research Fellow of Northwestern University’s Retail Analytics Council.

In this episode, Prof. Venkatesh Shankar shares profound insights from his research on “Creating a Customer-Centric Culture: Empowering Teams to Drive Engagement.”

This topic delves into the significance of cultivating a customer-centric culture within organizations to enhance customer satisfaction and loyalty. It highlights the role of empowering teams by providing them with the tools, training, and autonomy needed to prioritize customer needs effectively. By fostering collaboration, encouraging innovation, and aligning goals with customer expectations, organizations can create meaningful engagement and long-lasting relationships with their customers. The focus is on actionable strategies, such as leveraging customer feedback, promoting accountability, and embedding customer-first principles into every aspect of the business.

This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com.

Disclaimer:

A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music.

B. Prof. Venkatesh Shankar has graciously permitted us to share his groundbreaking research, “Creating a Customer-Centric Culture: Empowering Teams to Drive Engagement,” on the Business Talk Podcast Channel. Stay tuned for an inspiring episode filled with actionable insights! The uploaded video contains copyrighted material; therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.

Empowering Teams for Engagement: Prof. Venkatesh Shankar’s Research-Backed Strategies

We are delighted to welcome Dr. Phil Klaus, a globally recognized leader in Customer Experience Strategy and a foremost authority on Ultra High Net Worth Individual (UHNWI) research. In this episode, Dr. Phil Klaus will share valuable insights from his research on "Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies."

To explore how businesses can effectively measure customer experience (CX) and implement strategies that not only enhance customer satisfaction but also drive profitability. This episode will provide actionable insights for leaders, marketers, and CX professionals looking to align customer-centric approaches with measurable business outcomes.

Prof. Phil Klaus, ranked among the World’s Top 2% Scientists by Stanford University for six consecutive years, is a global authority on customer experience. He is the Chairman of the PK Customer Experience Institute, founder of Dr. Phil Klaus Advisory in Monaco, and creator of Lexden Luxe, specializing in Ultra High Net Worth clients. A Professor at the International University of Monaco, he is the bestselling author of Measuring Customer Experience and a leading CX influencer. His award-winning research and thought leadership, featured in Harvard Business Review and Forbes, shape industry standards. A sought-after keynote speaker, Prof. Klaus continues to redefine excellence in customer experience strategy and education.

This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com.

Disclaimer:

A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music.

B. Dr. Phil Klaus has generously shared profound insights from his research topic, "Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies," during his appearance on the Business Talk Podcast Channel. The uploaded video contains copyrighted material; therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.

Measuring Customer Experience: Dr. Phil Klaus Reveals Proven Strategies for Profitability

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Homeless, hungry and bullied almost to death. However, I've never been happier now that I have discovered the power of faith and that my higher power is real. How many people can say that the Universe has their backs like I can? Thank you to Google, Apple, Microsoft, T-Mobile, AT&T, NYPD and the various hospitals across New York City. You are making me famous. #StreetFame

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Saththia Lingan, also known as Sath Lingan, is a dynamic serial entrepreneur with a diverse background spanning E-Commerce, electronics recycling, and the automotive industry. Starting with a successful 7-figure used car dealership, Sath transitioned into brokering exotic cars in Florida. His ventures also include real estate, where he specializes in short-term leases and has innovated solutions for the South Florida market during the Covid-19 pandemic. Currently, Sath is focused on business consulting, real estate, and logistics strategy. He is passionate about the belief that our mindset shapes our reality and that overcoming internal barriers is key to extraordinary growth.

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MARKETING DEEP DIVES by DENYSE is a Podcast for CPG Executives wanting to attract, delight and retain more consumers.
In each episode Denyse shares her tips, tools and ideas gathered from her more than 30 years experience working in over 125 countries around the globe.
Denyse is: 📈 Advisor to Fortune 100-Inc 5000 | 🚀 Strategist for mid-sized CPGs | 👨‍💼👩‍💼Leadership Coach | 🎤 Keynote Speaker | 📚 #1 Best-Selling Author | 🌍 Former Global Head of Consumer Excellence at Nestlé

Welcome to Business Talk, your go-to podcast for the latest trends, insights, and thought-provoking discussions in the business world. Whether you're a business professional, entrepreneur, researcher, or academic, our episodes will challenge you to rethink conventional wisdom and inspire actionable ideas.

Brought to you by Global Management Consultancy, we are committed to driving innovation and excellence in the business community. All content Copyrighted 2024 by Global Management Consultancy.

For more information about our past and upcoming podcasts, please click here:https://www.deepakbbhatt.com/businesstalk

Inside Personal Growth provides listeners with over 1000 high quality interviews featuring leading authors in the field of personal development. This online podcast program is curated with content from international experts in the art of transformation. It is our mission here to tune listeners into an audio experience that will entertain and educate to help improve every facet of their lives. 

Since 2007, Inside Personal Growth has connected people with the wisdom and resources they need to work through challenges and strengthen their internal compass on the pursuit toward wellness and mastery. Our archive features over 800+ podcasts. Each show offers insight into the minds of writers behind leading book titles. 

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