ABOUT THIS EPISODE
What turns good customer service into an experience people actually remember and talk about? Brad Dick believes it comes down to intentionality, empathy, consistency, and recognizing the small moments that matter most.
In Episode 37, Matt Miale sits down with Brad Dick, customer experience expert and founder of Service Obsessions, to explore how businesses can create stronger relationships without simply doing more. Drawing on more than 20 years in medical IT and customer service leadership, Brad shares how companies can identify the emotional moments in a customer's journey, create meaningful “micro moments,” and consistently deliver an experience that generates referrals and loyalty.
In this episode:
• Why customer service is what you do, but customer experience is how you do it
• Creating intentional “micro moments” instead of relying on generic gifts
• Why empathy is so important when customers are frustrated or overwhelmed
• How to define and consistently deliver the experience you want customers to have
• Simple language like “Here’s what happens next” and “I have time and I want to” that can change a customer interaction
CONNECT WITH BRAD DICK
Website:
https://serviceobsessions.com/
THE MIALE TEAM
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Apple Podcasts:
https://apple.co/4jJX2gL
Spotify:
https://bit.ly/miale-spotifypod
