QBC Podcast on The Customer Experience

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QBC Ltd is an executive coaching firm which specialises in motivating an engaged workforce to create great customer experiences. In this podcast, company founder Michael Byrne addresses The Customer Experience. For more information on this and other QBC podcasts, visit www.qbc.ie. An Edgecast Media Production.

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Website
http://qbc.ie
Description
QBC Ltd is an executive coaching firm which specialises in motivating an engaged workforce to create great customer experiences. In this blog and podcast series, company founder Michael Byrne addresses The Customer Experience. For more information on this and other QBC newsfeeds, visit http://www.qbc.ie
Language
🇬🇧 English
last modified
2008-06-19 15:21
last episode published
2008-06-19 15:21
publication frequency
26.64 days
Contributors
Michael Byrne owner   author  
Explicit
false
Number of Episodes
10
Rss-Feeds
Detail page
Categories
Business Science & Medicine Management & Marketing Medicine Business News

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Episodes

Date Thumb Title & Description Contributors
19.06.2008

Customer Experience #17: Core Competence – Partners in Your Customers’ Preferred Direction

This is the concluding part of Michael Byrne’s series of 8 podcasts on the Core Competencies for Sales. In this episode, we discuss what it means to be at the pinnacle of Sales Competence: Partners, with your Customers, in their Preferred Directon. The...
conn@edgecast.ie author
9.06.2008

Customer Experience #16: Core Competence – Solve Your Customer’s Problem

You may be an expert on the product or service you are selling. You may know all about the problems it can solve. But the only problem that matters is the one which is blocking your customer’s path along his preferred direction. Some serious skill is c...
conn@edgecast.ie author
22.05.2008

Customer Experience #15: Core Competence – Creating& Nurturing Connections between Stakeholders

In the last episode, we learned the importance of being able to have relevant conversations with very different types of stakeholders in your customer’s organisation. In this episode, Michael takes the idea further. How can you help reconcile these dif...
conn@edgecast.ie author
15.05.2008

Customer Experience #14: Core Competence – Having Relevant Conversations

Having relevant conversations with your customers is vital to making the sale. In this week’s podcast Michael talks about the importance of relevant conversations. He explains that while there may be one user of your product or service in your customer...
conn@edgecast.ie author
6.05.2008

Customer Experience #13: Core Competence – Knowing What You Need to Know

Trust between the sales person and the customer is key to unearthing the customer’s specific needs. Do you, as a sales person, know what you need to know in order for your customer to trust you? In today’s podcast, Michael explains the importance o...
conn@edgecast.ie author
17.04.2008

Customer Experience #12: Core Competence – Being Familiar with the Customer’s Standard Operating Procedures

Familiarity with a customer’s Standard Operating Procedures is essential when trying to address that specific customer’s product needs. In today’s podcast, Michael explains that it’s not enough to know about your product – you must understand you...
conn@edgecast.ie author
3.04.2008

Customer Experience #11: Core Competence – Product Knowledge

In today’s podcast, Michael Byrne looks at the first of the seven defined core competencies for sales people: Product Knowledge. “The key to producing a great customer experience is taking product knowledge, knowing who you’re going to have a chat ...
conn@edgecast.ie author
13.03.2008

Customer Experience #10: An Introduction to Core Competencies

Today, QBC introduces a new series of podcasts in the Customer Experience track, focusing on the theme of building core competencies in sales teams. In this introductory episode, Michael Byrne explains the rationale for a competence-based approach to s...
conn@edgecast.ie author
10.12.2007

Customer Experience Podcast #9: General Mood

We conclude this series of podcasts on the subject of Emotional Intelligence with a look at the area of General Mood, as it relates to the Customer Experience. Michael reminds us of the importance of courtesy and congeniality in customer relations, and...
conn@edgecast.ie author
23.10.2007

Customer Experience Podcast #8: Adaptability

Emotional Intelligence is defined as the power to respond appropriately, no matter what! When we say “no matter what” we are talking about Adaptibility. In the Emotional Intelligence model, Adaptability is considered in terms of Reality Testing, Flexib...
conn@edgecast.ie author