This episode of DEEP DIVES from DENYSE advocates for a shift in AI consumer service from AI competing with AI to AI collaborating with AI to create more authentic interactions. 

It proposes ten strategies to achieve this, integrating human empathy and personalisation with AI's efficiency. 

These strategies include incorporating emotional intelligence, utilising human-AI hybrid teams, and enabling contextual conversations and multi-modal interactions. 

The ultimate goal is to enhance consumer experience by creating more efficient, personalised, and empathetic interactions while maintaining ethical AI practices. 

The discussion emphasises the importance of human oversight and continuous improvement through feedback loops.

AI + AI  Authentic Consumer Interactions

This episode of DEEP DIVES from DENYSE recounts a frustrating three-month customer service experience that Denyse had with TomTom, highlighting the company's failure to promptly resolve a simple map reactivation request due to repeated requests for documentation in different formats. 

This negative experience then serves as a case study to illustrate seven key principles of excellent customer service: prioritising customer needs, responding quickly, taking immediate action with minimal information, using customer-friendly language, empowering customer service representatives, focusing on swift resolution and customer satisfaction, and aiming to exceed expectations. 

Denyse emphasises that even seemingly basic principles are often overlooked, resulting in lost customer loyalty and missed opportunities. 

The discussion also promotes Denyse's book on how to adopt a customer-first strategy called Winning Customer Centricity.

Seven Steps To Awesome Customer Service

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 emphasises the crucial role of emotional intelligence (EQ) in boosting business growth. 

The discussion explains EQ's four key components—self-awareness, self-management, social awareness, and relationship management—and details how these contribute to improved customer relationships, employee engagement, effective leadership, and enhanced decision-making. 

Denyse shares numerous company examples (Starbucks, Zappos, Salesforce, etc.) illustrating successful EQ implementation across various sectors. 

She highlights many statistics that prove the strong correlation between high EQ and increased profitability, employee engagement, and leadership success. 

Denyse ends by offering practical strategies for building EQ within organisations.

Emotional Intelligence  Driving Business Growth

This episode of Marketing DEEP DIVES by DENYSE promotes Quantum Customer Centricity (QC2™), a new customer experience model. 

During the discussion, Denyse argues that traditional customer experience (CX) models need to be revised because they are focused too narrowly on customer service and fail to integrate a holistic view of the customer across the entire organisation. 

Her QC2™ model emphasises a multi-dimensional approach, integrating the customer, company, brands, and processes, aiming for quantum growth through small, targeted changes. 

Denyse highlights the benefits of QC2™, including increased revenue, cost savings, and improved employee engagement. 

She also introduces her CATSIGHT™ methodology for maximising information ROI (return on investment), which supports the QC2™ framework.

Quantum Customer Centricity  A New CX Model

This episode examines the qualities of excellent customer service, using a personal anecdote from Denyse about a positive experience she had with a cable company.

It represents the ideal "7 Ps" of customer service excellence: Private, Patient, Polite, Perceptive, Professional, Pragmatic, and Perseverant. 

Denyse contrasts this positive experience with the generally negative experiences of dealing with call centres, highlighting the importance of speed and empathy in resolving customer issues. 

She advocates for prioritising customer needs and emphasises the value of a responsive and understanding approach to customer service. 

In conclusion, Denyse suggests that the audience check out the C3Centricity customer service training services as a solution to improve business practices.

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The 7 Ps Of Customer Service Excellence

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

New tracks tagged #ConsumerService