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Do You Have a Customer Avatar? – Daniel Griffith [RR 756]


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Daniel Griffith, Wally's Precision Auto Care, Las Vegas, NV

Key Talking Points

  • Finding, identifying, and connecting with the ideal customer and naming them (Jennifer and Clara)- what books are they reading? Who are they following on social media? What are their expectations? 
  • Build out each phase of the customer experience process, and look at the highs and lows
  • What parts of the process are easy and what parts are hard? Simplify that down as much as possible
  • If something's not working, change it. It's that simple
  • Hiring new employees- asked his current employees what they like about their job, then used their words on the job descriptions
  • “Culture eats strategies for breakfast.”
  • The average tenure of his current team is over 12 years

 

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Important Books

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