In Conversation - Graham Harvey - Service Excellence

“Great customer experience is a combination of everything that your customer sees, hears smell, taste, touches, and then the biggie is how they emotionally connect with you, your people, your product and your services.”

 

“In order for us to experience anything, the only way we can do that is via our six senses, I could stand next to you at the edge of the ocean and explain to you for an hour what it's like to swim in the ocean.  Ultimately, the only way you know what it's gonna be like to swim in the ocean is to dive in and involve all your senses”

 

2:23 Do customer expect instant service today?

07:18 The difference between Customer Service and Customer Experience

12:38 Keep the customer in the loop

16:38 A definition for customer service

19:31 The experience perception gap

24:26 The human connection in customer service

Graham L. Harvey BCom FAIM CSP

 

Graham Harvey is a Professional Speaker, Business Coach, Service Designer, and the bestselling author of Seducing the Vigilante Customer: 101 winning strategies to attract and retain happy customers and healthy profits.

Recognised as one of Australia’s thought leaders on Service Design and Customer Experience, in 2018 Graham received The Nevin Award and was admitted to the Professional Speakers Australia Hall of Fame.

 

Commencing his business consultancy in 1986, he continues to work across Australia and New Zealand and throughout the Asia Pacific region guiding organisations and coaching individuals on growing their business by achieving greater clarity of future, creating cultures of service excellence, and designing innovative customer experience and relationship marketing strategies. 

 

With a passion for researching global business trends and an ability to convey the complex in simple terms, Graham is a dynamic speaker whose personal mission is;

            

            “to inspire & coach business organisations to design cultures of service      excellence & deliver standout customer experiences.”