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How Can Data Improve Customer Relationships and Sales? [860]


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Are you looking for ways to improve your customer relationships and drive business success? Bill Nalu and Stan Stokes discuss the importance of using data and information to enhance customer relationships and sales. They share their experiences with auditing phone calls and using personality assessments to identify areas for improvement. Tune in to learn practical advice for using data and information to improve your customer relationships and drive business success.

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Stan Stokes, Founder & CEO of Iron Fist Marketing Consultants

Show Notes

  • Watch Full Video Episode
  • The New Frontier of Call Conversion Rates – Stan Sokes [RR 734]
  • Using AI to Analyze Phone Calls (00:03:06) Bill Nalu talks about how he met Stan Stokes and how they worked together to analyze phone calls using AI to improve customer relationships and sales.
  • Understanding Guest Experience and the Role of Consultants (00:05:49) Bill Nalu discusses the importance of understanding the guest experience and the role of consultants in helping businesses improve their marketing and customer service strategies.
  • Operationalizing the Data (00:08:25) Bill Nalu explains how Iron Fist Marketing Consultants helped him audit phone calls and measure compliance.
  • Personality Assessments (00:12:10) Bill Nalu and Stan Stokes discuss the importance of using inherent trait assessments to determine if a person is the right fit for a position. They explain how these assessments can help align team members with their strengths and weaknesses.
  • The Importance of Understanding the Guest Experience (00:19:46) Bill Nalu discusses the importance of understanding the guest experience and the role of consultants in helping businesses improve their marketing and customer service strategies.
  • Teaching AI to Learn Customer Scripts (00:23:25) Bill Nalu and Stan Stokes discuss the challenges of teaching AI to learn customer scripts and the role of consultants in interpreting data for businesses.
  • Guest Experience Training (00:25:36) Discussion on how Iron Fist Marketing Consultants customize training for service advisors based on data points and how they measure improvement.
  • Leveraging Data (00:32:31) Importance of leveraging data to identify problems and improve customer experience, including measuring appointment show rates and clarifying directions.
  • Client Experience Officer (00:30:44) Discussion on the role of a CXO (Client Experience Officer) in improving customer relationships and how small businesses can implement this position.
  • Auditing the Guest Experience (00:37:18) The importance of auditing the guest experience and measuring it against industry standards to improve customer relationships.
  • The Future of Customer Service (00:36:17) The danger of losing human interaction in customer service and the potential for automation in the future.
  • Improving Customer Experience (00:38:16) The importance of assessing team strengths, identifying training needs, and measuring results to improve guest experience and increase marketing ROI.

Thanks to our Partners, AAPEX and NAPA TRACS.

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NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at NAPATRACS.com

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  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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