My guest this week is the founder of the Secret Salesforce programme. He believes that customer experience is the biggest differentiator over which you have total control and that the human touch can have massive positive impact. He works with leaders and teams primarily in technology and professional services companies to unleash and utilise their hidden resources.
He has worked with various organisations including IBM, Capita, and KPMG helping them to create great customer experience, turn difficult customers into loyal customers and to improve overall communications.
Today we’re going to focus on the customer experience and how you too can harness your resources into a Secret Salesforce. Please welcome Steve Catchick.
Bio
Steve Catchick is the founder of The Secret Salesforce Programme and equips businesses to develop a Secret Salesforce of Brand Ambassadors in order to drive engagement, reduce churn and win more business.
He has been at the front line of customer service for over 25 years, mostly with technology companies. His award- winning customer service programme at IBM, contributed to a substantial increase in sales, customer satisfaction scores and a record high employee morale.
Member of the Professional Speaking Association, Steve shows managers and leaders how to convert and sustain their teams as Brand Ambassadors, whether that service is delivered to customers virtually or face to face.
Every interaction is a moment of truth which creates a positive or negative emotional customer experience. The quality and greatest impact of that experience is largely determined by the people delivering it, the human interaction.
As consumers we all know that often it only takes one bad experience to cause us to switch brands. Selling is not just the preserve of the Sales Team. Everyone in an organisation is in some way, in sales, in service and in leadership. The Secret Salesforce help develop loyalty, retention and attract new customers
Steve is a military veteran, having served 11 years in HM Forces. Fun, friendly and engaging, when he’s not working, he can be found listening or dancing to Rock’n’Roll and Swing bands. In 2004 he took a gap year to backpack alone through SE Asia, and his catchphrase is “Gap years are far too good for kids.”
Recorded on: 26th November 2020
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