What a pleasure to speak with Sean Sullivan of Converge Coffee Podcast. I was recently his guest and we discussed “Why Enabling Your Team to be Subject Matter Experts Creates Great Customer Experiences”.
In the episode we discussed…
- The difference between Upselling and UpSolutions
- The critical role your team members play in your business
- Focus has changed from transactions to relationships
- Setting your team up to win so they create excellent customer experiences
There are many things that happen in any business that is not your team’s fault, but if it impacts your customers and their experience, it is their problem. Front stage, backstage, is just a way of looking at the customer’s experience and what should they never experience on brand, off brand.
Are you enhancing the value of the business?
Are you taking away from it with that experience?
All this and more in today’s episode.