QBC Podcast on The Customer Experience
By Michael Byrne
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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.
||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 Dir[...]||6/19/2008||Free||View In iTunes|
||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[...]||6/9/2008||Free||View In iTunes|
||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 reconcil[...]||5/22/2008||Free||View In iTunes|
||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 you[...]||5/15/2008||Free||View In iTunes|
||Customer Experience #13: Core Competence â€“ Knowing What You Need to Know||Trust between the sales person and the customer is key to unearthing the customerâ€™s specific needs. Do you, as a sales person, know what you need to know in order for your customer to trust you? In todayâ€™s podcast, Michael explains the impo||5/6/2008||Free||View In iTunes|
||Customer Experience #12: Core Competence – Being Familiar with the Customer’s Standard Operating Procedures||Familiarity with a customerâ€™s Standard Operating Procedures is essential when trying to address that specific customerâ€™s product needs. In todayâ€™s podcast, Michael explains that it’s not enough to know about your product – you mus||4/17/2008||Free||View In iTunes|
||Customer Experience #11: Core Competence – Product Knowledge||In todayâ€™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 youâ€™re going to ha||4/3/2008||Free||View In iTunes|
||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 t[...]||3/13/2008||Free||View In iTunes|
||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, [...]||12/10/2007||Free||View In iTunes|
||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[...]||10/23/2007||Free||View In iTunes|