In this episode of The D2Z Podcast, Brandon Amoroso speaks with Vance Morris, a customer service expert, about the significance of customer experience in business growth. Vance shares his journey from working at Disney to starting his own business, emphasizing the importance of owner involvement in customer service initiatives. They discuss strategies for enhancing customer service, maintaining service quality in growing businesses, and the critical role of technology, particularly CRM systems, in managing customer relationships. The conversation highlights the value of customer retention and the necessity of consistent communication to keep businesses top of mind for their customers.
Here's what you'll learn:
📦 Customer service should be a method of doing business, not just a department.
💼 Owner involvement is crucial for successful customer service initiatives.
💸 People prefer to do business with individuals rather than faceless companies.
📈 Documenting processes can significantly increase a business's value and help maintain service quality.
💰 Retaining existing customers is more cost-effective than acquiring new ones. 🤖 Technology, especially CRM systems, is essential for managing customer relationships, and consistent communication keeps businesses top of mind for customers.
🚀 Customer experience is a key differentiator in a commoditized market.
Timestamps:
00:00 Introduction to Customer Experience and Business Growth
06:42 Strategies for Enhancing Customer Service
12:56 Maintaining Service Quality in Growing Businesses
22:34 The Value of Customer Retention and Communication
Vance Morris
LinkedIn - https://www.linkedin.com/in/vancemorris/
Deliver Service Now - https://yes.deliverservicenow.com/dsninstitute
Brandon Amoroso:
LinkedIn - https://www.linkedin.com/in/brandonamoroso/
Web - https://brandonamoroso.com/
Instagram - https://www.instagram.com/bamoroso11/
X - https://twitter.com/AmorosoBrandon
SCALIS - https://scalis.ai/