In this GYDA Talks, Robert interviews Geoff Ramm. Geoff is an expert in Customer Service / Experience and Marketing. He is creator and author of Celebrity Service. He’s challenged and inspired audiences across 43 countries to create award-winning ideas to outperform the competition. Geoff’s clients include, Emirates, Warner Brothers & McDonalds. FORBES called him…. ‘A Game Changer’.
Robert and Geoff discuss:
- Service – how would you service change if Brad or Angelina was coming in to see you?
- Isn’t Celebrity Service just about B2C?
- Everyone says, “Go the extra mile and exceed expectations”
- Put the Celebrity Service into every touchpoint and then the gap will be filled, and no-one could compete with the experience
- The great accountant
- Commoditised business need to out-market out-content and out-serve the competition
- Customer experience doesn’t start with a P so isn’t part of the 7 Ps
- Celebrity Service starts with the culture – examples of getting it into the business
- Do you have the happiest workplace? Ask your people what they want and give it to them
- Authentic? it needs to be personalised – deliver internal experience
- They’ll remember what we said and what we sent:
- Consistency
- Excitement
- Love
- Engagement
- Bravado
- Response
- Independence
- Thankyou
- You and Your Team
- Excite people (Elliot’s Magic Ticket)
- Put a ‘Loves’ column in the CRM
This is a bitesize version of the hour-long video. To watch the rest please visit www.gydamemberhub.com
