Customer Retention Revolution by Michelle Pascoe

Customer Retention Revolution by Michelle Pascoe

Insights, tips and challenges in dealing with a multi generational workforce.

Episodes

May 5, 2021 46 min

Last year we all scrambled to set up a home office to connect with our team and clients, using a pile of books or a box of tissues to sit your laptop on, while you perched in front of a window providing your viewers a silhouette or up the nose camera angle.  Let’s admit it none of us were prepared for the long haul and now many of us have chosen “working from home” as the new norm. 

Our environment affects our state, and our sta...

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MANY people find themselves running around the same old stories that they can’t do something because of old excuses and fears.  Are you a “people pleaser”?  Do you feel guilty when you say “No” or annoyed with yourself when you say “Yes”?  Julie Scott lives in Palm Springs, CA and is truthfully living the confident life she always dreamed of.  She thrives on helping women prioritise their needs and gain confidence so they can stop ...

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This is the final podcast in the Customer Retention Revolution series.  I've loved sharing Service and Retention tips and strategies for nearly 3 years, however, like many of us 2020 gave me the opportunity to focus on my next journey.  On Thursday 11th March I launch Second Momentum a podcast for women who dream of starting their own business breaking out of their 9-5 job.  Thank you to all my wonderful supporters of CRR podca...

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Let’s end this year with 3 key points to make both the internal and external customer experience journey magical for you and your customers.  Communication, links and options. 

Merry Christmas to you all. Thank you for being loyal to this podcast Customer Retention Revolution.  I will be back on Wednesday 6th January with a new line up of guest speakers and topics for 2021. 

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November 3, 2020 14 min

Whether it be a car, pair of glasses or a loaf of bread in most cases we are committed to a franchise brand because of the product, however, how does the impact of the service provider have on your decision when it comes to choosing the location of the business that you will travel to? 

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Today more than ever the Customer Experience Journey has become the top priority as businesses manage and serve the shifting customer demands. 

Mapping the Customer Experience Journey is critical in delivering on these demands and exceeding their expectations. 

Have you mapped the Customer Experience Journey of your prospective and existing customers?  Please enjoy this podcast where I share 5 tips to improve your Customer Experien...

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Today, businesses like yours are expected to be doing everything! Video, photography, Instagram Stories, Facebook Live, sophisticated sales funnels, webinars and have high performing websites that capture leads, converts them into real business and continually pumping out content that inspires!  

Divine Creative is a complete content production and marketing agency.  Hear from the CEO Melissa J Scott a powerhouse in marketing b...

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This maybe a controversial podcast but I am all for the raffle, promotion or the thank you gift to your customers.  It’s about bringing them joy and gee we all need this after the year we have all had. 

 Don’t use COVID as an excuse to be Scrooge. 

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September 8, 2020 7 min

Thursday 10th September is the day when we ask “RUOK?”  It’s been a bloody struggle for everyone.  Being a leader the pressure of making sure your team are okay has impacted on your only mental health.  It’s important to be honest with yourself, seek out help or at least have a cuppa with a friend and tell them how you are feeling.  Don’t shrug it off saying “It will be alright”. 

“There’s more to say after R U OK?”

Link to Downloa...

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September 1, 2020 32 min

In this episode I chat with Claire Boscq-Scott all the way from the Jersey Isle who shares with us her tales, strategies and implementation of her mystery shopping company over the past decade with her clients throughout the UK, Europe, Asia and Africa.

With the launch of her “tell all” book The Secret Diary of a Mystery Shopper, if you have customers this is a must listen. 

Link to Book: https://www.claireboscqscott.com/books/...

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Having thousands of followers maybe amazing for some, however, for others, it's about connections actually recognising the person you've been talking to or who has been liking your posts or you've liked them when they walk into your business.  Which are you?

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No matter who they are no one will ever love your business like you do.  When it comes to your reputation what are your team saying to your customers? 

In this episode I share a story of a good friend and the questionable customer service. 

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August 14, 2020 14 min

How would you describe yourself:  early adopter, geek or frustrated? 

When it comes to technology, we take for granted what we know and that what comes easily for some in our team or even our customers may not be as easy for others.  Is technology connecting or disconnecting your customers? 

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As Victoria goes into lock down for 6 weeks, as a business owner I want you know that we are in this together and that as a leader now more than ever you need to connect with your team and customers.  You will survive and thrive. 

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July 28, 2020 15 min

Your team is a reflection of YOU!  Right now is the time to undertake a complete internal customer service audit. 

In this podcast I share with you 4 key areas in your business to commence your audit.  I have also included a link to register for a free Leadership speaker showcase on Thursday 6th August, 11.00am. “Transform and Thrive.  I am joined by 7 other leadership expert speakers who will share their knowledge that will cer...

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Join me in celebrating 26 years in business, it may not be Hawaii where I was hoping to be recording this podcast but I am here sharing with you my wonderful moments of joy and why it’s so important for YOU to celebrate your wins with your team and customers.

https://www.michellepascoe.com/secondmomentum 

 

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Roslyn a mobile travel agent with itravel for over 5 years shares the importance of customer contact during these unprecedented times. As an entrepreneur of a business that focuses on group and international travel during these past few months the focus on “customer retention” has been key for her and her team.

There are two facets to her business, the travel agent and her passion to help others in the industry and this has certain...

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 The 3 keys to growing your customer base are: 

Communicate 

Connect 

Continue 

In this weeks episode I have 7 easy challenges for you to re engage, attract and retain your customers.

Choosing your social media channel(s) is important, there is no point being somewhere and your customers aren’t.  Understanding that their algorithms are only showing a very small percentage of your followers your posts and that’s why it is s...

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When it comes to policies whether they are yours or legislative how you handle the customers wants when you can’t say yes can escalate to a critical level if not handled with empathy and speed.

So how do you respond to the customer’s emotional state?

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As life slowly starts to normalise this is the key time to spend some quality time with your customers to ensure that you are creating a truly memorable connection. By surprising and delighting your customers with a true connection you are choosing the customers and clientele that you want. There are many ways you can surprise and delight your customers which all stem from your skill set, values and energy that you bring to the rol...

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