Hey! I need no excuse to have a conversation or a podcast with Simon Mabb, but I used our upcoming trip to Australia as an excuse to do an AMA podcast with him so we could answer your questions, highlight some of our shared ideals, and have fun with each other.
That said, we had some key takeaways that I want to share with you.
Customer service creates moments:
That’s the key thing about customer service, it changes your perception of a business by creating moments.
The key concept here is that when a moment is created it is all about empathy.
Experiences are everything:
We talked Tottenham Hotspur because you knew we would. Simon pointed to a number of different cool things that happened to him when he went to the new Tottenham Hotspur Stadium in North London for the Champions League Semi-final against Ajax that proved that the experience isn’t just one thing, but everything.
We also talked about all kinds of experiences.
The key idea is that the experience is everything.
What is measured is done:
We talked about how you create a culture of customer service in your organization and it all begins with measuring and emphasizing what is important.
That’s the key to everything.
You have to measure what is important and highlight what is important.
Technology is a tool:
You can have all the technology in the world, but you still need people doing the right things.
That’s a lesson we should all be carrying around.
You can learn from any topic, subject, or person:
Our podcast didn’t follow a normal narrative because I was using questions that you submitted.
This is important because it proves the point that a lesson can come from anywhere.
That is important to keep in mind because your senses could be open no matter where you are visiting…because you can learn something new anywhere.
What did you think of our conversation? Let me know by sending me an email at firstname.lastname@example.org