19: Make Them Rockstars with Dr. Kelly Henry

Dr. Kelly Henry is a customer experience consultant who founded and ran the Henry Chiropractic Clinic for 20 years. By using a system based approach to customer service, he was able to catapult HCC into a leading organization in its field. His book, Define and Deliver Exceptional Customer Service, will launch in January 2021.

 

Timestamps

 

[01:16] Dr. Kelly's journey to becoming an expert in customer service

[03:25] Defining exceptional customer service

[05:09] Two key principles of customer service

[06:51] How to improve customer experience in 3 simple ways

[10:21] Why businesses don’t deliver good customer service

[12:04] Common misconceptions about customer service

[13:29] Metrics and tools to measure customer service

[16:55] Companies that provide excellent customer service

[18:50] Common mistakes businesses make when trying to improve

[21:03] The 5% bump

[25:06] How to maintain customer service quality

[26:59] Dr. Kelly’s business frameworks in growing his business

[28:56] Develop a good team atmosphere because your employees are assets

[31:49] Customer acquisition through referrals and loyalty

[33:38] Improving ease of convenience for customers

[36:10] How to communicate and solve problems with customers

[40:10] There is no failure, only feedback

 

Links and Resources

Dr. Kelly Henry’s Website
Dr. Kelly Henry’s LinkedIn Page
Dr. Kelly Henry’s Email

Dr. Kelly Henry’s book
TractionEquity.com

https://StevePreda.com