The Magic of Customer Care

Episode Overview Andy speaks to Mike Hurst, a Partner at Lane4, Adrian Moorhouse's performance improvement consultancy, about the effect that genuine customer care has on customer advocacy and employee engagement. Mike has over 30 years of experience in bringing about effective and lasting culture change, both in his work in Retail brands and now helping a wide cross-section of businesses harness the power of their people and culture to create great experiences for customers and strong profits for businesses. In this conversation, they cover topics like the famous Dixon's red bag, walking towards complaining customers, how the customer isn't always right, the power of genuine customer care, the sales stories of Cialdini, controlling the controllables, employee empowerment and the lessons learned along the way. Plus, Mike leaves behind his 3 Sticky Notes on the virtual walls of the Sticky From The Inside studio, in an attempt to help you successfully think about your approach to customer care.  A list of useful links and a full transcript of the show can be found lower down in these Show Notes. Join The Conversation Find me on LinkedIn here Follow the Podcast on Instagram here Follow the Podcast on Twitter here Check out the Bizjuicer website here Download the podcast here Useful Links Follow Mike Hurst on LinkedIn here Find out more about Lane4 here Check out Mike Hurst's "For You" YouTube channel here Find out more about Robert Cialdini her Full Episode Transcript Get the full transcript of the episode here

Om Podcasten

Sticky From The Inside is the go-to podcast for anyone looking to transform their workplace into a thriving, competition-crushing powerhouse. We’re on a mission to change the fact that 65% of employees worldwide are disengaged from their work—because that’s not just bad for business, it’s a waste of time and talent. Each episode, we bring you dynamic conversations with global experts, thought leaders, and innovative thinkers who share their strategies, stories, and secrets for building a “Stickier Business”—a place where employees are passionate, customers are loyal, and success is the norm. If you’re ready to boost employee engagement, create an unbeatable workplace culture, and lead with impact, tune in and discover how to build a business that people love from the inside out.