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

carmcapriotto · June 23, 2023

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.

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