GYDA Talks – Geoff Ramm

In this GYDA Talks, Robert interviews Geoff Ramm. Geoff is an expert in Customer Service / Experience and Marketing. He is creator and author of Celebrity Service.  He’s challenged and inspired audiences across 43 countries to create award-winning ideas to outperform the competition. Geoff’s clients include, Emirates, Warner Brothers & McDonalds. FORBES called him….  ‘A Game Changer’.

Robert and Geoff discuss:

• Service – how would you service change if Brad or Angelina was coming in to see you?
• Isn’t Celebrity Service just about B2C?
• Everyone says, “Go the extra mile and exceed expectations”
• Put the Celebrity Service into every touchpoint and then the gap will be filled, and no-one could compete with the experience
• The great accountant
• Commoditised business need to out-market out-content and out-serve the competition
• Customer experience doesn’t start with a P so isn’t part of the 7 Ps
• Celebrity Service starts with the culture – examples of getting it into the business
• Do you have the happiest workplace? Ask your people what they want and give it to them
• Authentic? it needs to be personalised – deliver internal experience
• They’ll remember what we said and what we sent:
1. Consistency
2. Excitement
3. Love
4. Engagement
5. Bravado
6. Response
7. Independence
8. Thankyou
9. You and Your Team
• Excite people (Elliot’s Magic Ticket)
• Put a ‘Loves’ column in the CRM

 

This is a bitesize version of the hour-long video. To watch the rest please visit www.gydamemberhub.com