Podcast

Learn the secrets of the best customer service

Milton Collins a man of many talents. He’s the former CEO of Federation Square, where he spent his days running the Transport Hotel Group. He’s headed up an importing and distribution business, and even spent time as the owner of a horse and cattle stud.

He’s renowned for his business nous and is a sought-after and award-winning business coach and CX expert. Most recently he’s turned his hand to writing – and his new book, Delight, Disrupt Deliver, is chock-full of great advice for small business owners looking to create a great customer experience to attract more sales.

Episode notes

In this episode, Milton unpacks:

  • 1:08 – Why customer experience is so important to business success
  • 3:00 – First steps to a great customer experience
  • 6:15 – Important customer service tips for eCommerce businesses
  • 9:45 – Training your staff to be great at customer service
  • 12:45 – Milton’s extensive business experience – what he’s learned
  • 15:20 – How to utilise chatbots for customer interactions
  • 17:35 – How to personalise the customer journey and convert first-time visitors
  • 20:30 – Building strong customer/client relationships
  • 23:05 – Practical examples for taking customer service to the next level
  • 26:15 – Dealing with negative reviews and learning from mistakes
  • 28:50 – How emotional intelligence training boosts customer experience
  • 30:05 – Appreciating + rewarding repeat customers/clients
  • 31:55 – Benefits of a customer relationship management system (CRM)
  • 32:50 – Building the ‘wow’ factor into your customer interactions
  • 34:00 – Why customer experience is all about trust
  • 37:50 – Creating a customisable, personalised experience for each customer
  • 40:35 – How solopreneurs can build customer loyalty and word of mouth referrals

Click here for full episode transcript.


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