The Magic of Customer Care

Episode Overview

Andy speaks to Mike Hurst, a Partner at Lane4, Adrian Moorhouse's performance improvement consultancy, about the effect that genuine customer care has on customer advocacy and employee engagement.

Mike has over 30 years of experience in bringing about effective and lasting culture change, both in his work in Retail brands and now helping a wide cross-section of businesses harness the power of their people and culture to create great experiences for customers and strong profits for businesses.

In this conversation, they cover topics like the famous Dixon's red bag, walking towards complaining customers, how the customer isn't always right, the power of genuine customer care, the sales stories of Cialdini, controlling the controllables, employee empowerment and the lessons learned along the way.

Plus, Mike leaves behind his 3 Sticky Notes on the virtual walls of the Sticky From The Inside studio, in an attempt to help you successfully think about your approach to customer care.  A list of useful links and a full transcript of the show can be found lower down in these Show Notes.

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Useful Links

Follow Mike Hurst on LinkedIn here

Find out more about Lane4 here

Check out Mike Hurst's "For You" YouTube channel here

Find out more about Robert Cialdini her

Full Episode Transcript

Get the full transcript of the episode here