S4e6 The Customer Emotional Connection Edition with John Patterson
James chats with John Patterson, founder and President of Progressive Insights a member of the Chip Bell Group. He has over 30 years of executive leadership experience in the hospitality, business services, real estate and financial services industries.
He is the co-author of three books with Chip Bell including the award winning international best seller Wired and Dangerous; How Customers Have Changed and What to do About It. His articles have appeared in Customer Relationship Management, Incentive Magazine, SBusiness, Quality Digest, Customer Service Excellence, M World, Sales and Service Excellence, and Leadership Excellence. He has appeared live on ABC News and Fox Business.
A leading authority on leadership, customer loyalty, and service innovation, John’s consulting practice specialises in helping organisations create cultures which effectively deliver great customer experiences that drive loyalty and bottom line growth.
They discuss referrals and long term relationships, service vision, how customers are changing, free holiday meals, loving up your customers, loyal customers as advocates, and devotion.