Episode 095 : Understanding the Human Side of Customer Experience in Your Digital Transformation with Elise Quevedo

Elise Quevedo is the author of inspirational book “Creating a Kick-Ass Attitude”, keynote speaker, advisor and social/digital media marketing consultant and storyteller. She is ranked among the Top 2% most viewed profiles on LinkedIn.

Known as “The Digital Ghost Queen” for her behind the scenes work, Elise has inspired audiences around the globe and spends most of her time advising and helping businesses and individuals from C-Level executives to Hollywood stars thrive in the cyber space.

Elise often writes for MilliOnAir digital magazine where she shares inspiring interviews, personal thoughts and tech write ups. As a global thought leader, she has collaborated with Fortune 500 companies such as Amazon, Huawei Technologies, Ebay, and Paypal.

She is always keen to learn about new technologies, brands and getting the extra knowledge that keeps her on top of her game.

Questions

  • Could you share with us a little bit about your journey? Tell us how it is that you managed to get into this sphere of social media and digital marketing as well as customer experience?
  • With the impact by Covid-19, you spoke a lot about digital transformation in that webinar and we would love if you could bring some of that loveliness that you shared with the webinar with our audience.
  • So could you explain to us what this Social Media Emotional Quotient is? Is it connected to emotional intelligence?
  • Could you maybe give us two or three behaviours that should be transferred or it should be very apparent interaction in a digitized space that would just has happen in a face-to-face interaction.
  • Could you share with us how do you stay motivated everyday?
  • Can you share with us what’s the one online resource, tool, website or app that you absolutely cannot live without in your business?
  • Can you share with us maybe one or two books that either you’ve read in the past or even recently that have had a really big impact on you?
  • Can you share with us what’s one thing that’s going on in your life right now that you’re really excited about – either something that you are working on to develop yourself or your people?
  • Where can our listeners find you online?
  • What is one quote or saying that during times of adversity or challenge will revert to this quote or saying and it kind of helps to keep you refocused or just gets you back on track in terms of what you’re working on?

Highlights

Elise’s Journey

Elise shared that a few years ago; she wrote a book on personal development called Creating a Kick-Ass Attitude which is all about being positive in life. And when she wrote it, nobody knew who she was. And she thought, “Now what do you do?” Because she wrote this thing which she thinks is of value. And then she started going to some seminars, getting information on social media, this was back in 2012.

And Elise being Elise, she is someone who she doesn’t just do a little bit of research, she tend to go 20 hours a day trying to get as much information as possible. So, she came on to the social platform journey when there was a boom, which happened in between 2012 and 2014. So by the time 2013 came, she started travelling the world and talking about social platforms. And from there people started giving her nicknames like, “Oh, Twitter girl and Twitter queen and then the Digital ghost queen.” Because she is not always in front of the camera.

Sometimes she does a lot behind the scenes for companies or individuals that people don’t know about. So, she started doing that and that is also how she got in to the customer service. Before jumping onto the online world, she was working in marketing, normal 9 to 5 job, which is what most people do that are young people.

She worked in an airport, what she got to experience a little of what it was to offer good customer service. So, put that together with the online world, she managed to be able to give value, such as the webinar where we met, which is how she is now able to give new insights. And that’s pretty much the short version of her journey.

Me: Where is your book available? Is it available on Amazon?

Elise shared that her book is actually available on Amazon. But for anyone that listens to this and she is actually quite happy to give a PDF version. So, anyone that asks you for it, please, no need to buy it online unless you want, of course to buy the printed version. But the online one for just as a thank you for having her on the show today, she will give you a copy.

Elise’s Book Giveaway for Our Listeners

Here is the link to be able to get to the download the PDF Version:

Creating a Kick-Ass Attitude – https://aw174737.aweb.page/p/18062eb8-8b19-4317-8232-fbed99bb2cda

Digital Transformation in Customer Experience

Elise shared that digital transformation, especially for customer service, now needs more automated processes to be able to scale the business. And she thinks one of the key points that she wanted people to know was about artificial intelligence.

Artificial intelligence now continues to get more and more intuitive and is a critical part in the customer experience journey and it will continue to increase. So, let’s give some examples, because she thinks many of us or the people who will be listening will understand it.

Think about any cell phone company, whether it is Vodafone or T-Mobile or even an airline, because now we’re going to start travelling again very soon. And we’ve all been there where we needed to complain about something or we’ve had a problem, and then we jumped on an online chat and as a customer service option, instead of calling, you’re being stuck for like 20 minutes on the phone.

In the past, we always had the same two sentences. For example, “You are number X in the queue”or “We apologize for the wait, a customer representative will be with you soon.” Remember when that was the only option. It was always the same. Every minute you will get the same sentence over and over again. And eventually, we would hang up and tried to call again. This was of course was the old school way.

But now, that experience has improved thanks to real time engagement provided by artificial intelligence power services. Think about it, whilst we wait, we now get courage to ask more detailed questions about our challenge and then the virtual assistants or the chatbots are searching their gazillion bits of information in their systems and they provide potential links to the solutions that might help us instead of waiting to talk to a customer service representative.

And this is now being accelerated in many companies because it saves many of us having to talk to an agent because sometimes a lot of our queries can actually be solved by artificial intelligence. This is where digital transformation comes in because they are now creating predictive personalization, because the more we shop online, the more that artificial intelligence can predict our behaviour of how we shop, how we interact, which means that it can help businesses create experiences that make customers feel like their brand experience was tailored for them.

We are talking about a world now where especially what we mentioned during Covid-19, we have become restless, we don’t want to wait, people want these fast services like, “Hey, I ask you a question. I expect an answer straight away.” So digital now is playing a huge part. Also, social media.

If we think about customer service now versus 10 year ago, for example, many brands are all flying not just automated tools, but customer service through Twitter or Instagram or through LinkedIn. Because now we are so accustomed to jumping on these platforms versus calling a customer service number or e-mailing your customer service. So, digital transformation, it is a huge part of these customer service and customer experience that we’re experiencing now and we will in the future.

Social Media Emotional Quotient (SMEQ)

Me: You sent me two copies of your bio, your long bio version and your short bio, but long one, there was a particular sentence that really caught my eye, it said, “That’s why she created the (SMEQ) Social Media Emotional Quotient, which is the art and influence of creating, attracting and building better business relationships through digital media.” So could you explain to us what this Social Media Emotional Quotient is? Is it connected to like emotional intelligence?

Elise agreed and stated that Yanique is absolutely spot on. She believes that when people go on social media, they seem to forget that there is a human being behind every user, every person. Well, except, of course, all the bots. But most people that are using social media, such as you and me, we are human beings and we want to be treated as such. We don’t want to be treated as just another number or just another person online, because the one thing that she has noticed is that when people are face to face, they behave one way and the minute they jump online, they seem to forget about that.

And she always says, 

“You should treat people online the same way as if you did it face to face.” 

Elise Quevedo

So when she interacts through social channels, she imagine that she’s talking to that person face to face, as if she had just met them at an event, as if she was having a coffee. So creating, attracting and building better relationships means treat people as human beings and interact and treat them as such an individual, because not every person that you talk to is going to be the same.

So although we make generic messaging on our channels, although we may put different things, when we interact, we must treat each person as if we were treating them face to face. And maybe then our customer service changes. But she thinks people we seem to have a different kind of mindset when we are online and we don’t give it the same importance when we can actually reach anywhere in the world because of social now a days. And that is what the SMEQ is all about. It’s about interacting more as a human and not just another social and robot kind of person.

Me: So if we’re interacting like a human being, as you said, treating people as if they were physically in front of us, the same behaviours, attitudes, whatever it is that would have followed through in that face-to-face interaction, should transcend into a digital experience.

Elise shared that one of the most important would be Personalization. She’ll give you the perfect example. On Twitter, if we are active on Twitter, for example. We are all followed by people and she sees many people who copy a strategy from others, or she is someone that takes the time to check every person that follows her. Of course, sometimes it is people who have nothing to do with her field, “Okay, thank you for following, it’s great.”

But when it’s someone that has a full profile, they have a photo and they have a bio, they’re acting on social, you can see that they are making an effort themselves to be online. She always say thank you but with a personal message, meaning. Number one, she checks the name of that person, which means she has to click on their profile and see what their name is and based on their location, no matter where she is, then she wishes them either good day, good morning or good evening depending on where they are based on, again, what they say on their bio, if it says America. And she’s, for example, in Europe, that is specific time is morning for them. She will say good morning.

So, that means that she’s actually taking time out of her personal time to check who you are. And it shows that this is not just an automated tool that is saying thank you for following. Like she sees many people, she will say, “Thank you for following me, X name. Have a great morning, have a great evening.” Or sometimes she checks their links, she checks their latest posts. She will have a quick look.

So she makes it personalized and that automatically is what you would do face to face. Oh, hey, you’ve met someone and somebody introduces you. You call them by their name. And if it is morning, you wish them good morning, if it’s evening; you wish them a good evening. So you can transcend that from face to face to online and interact in the same way. If you were talking to someone over the phone or you were at an event face to face, how do you normally interact with people?

What questions do you ask them when you are meeting somebody new? You can easily do that through your social channels. It is always about putting ourselves in the customer’s shoes as well. How do you want to be treated? It’s another thing that she feels we forget, we are all customers first and we’re all human beings first. So, how do you talk to people? Don’t change just because it’s online. Those are two of the most important ones for her.

Me: And it’s so important that we bring across the human aspect of our interaction when we’re talking to people. Because as you said, yes, we’re communicating digitally but there is a human being behind that with feelings and emotions, fears, anxiety, all the things that a human being experiences, worse in this time when things are not so stable, people don’t know what to expect, tomorrow’s never guaranteed. So, that’s why you really need to live in the moment but even so with all of the things that are happening.

Everyday Solutions to Enhance Customer Experience

Elise agreed and stated that there are everyday solutions, for example, that we can do to improve customer experiences or service, because she thinks, like she mentioned earlier, above all, we are all customers first. So ask yourself, would I be happy with a customer service that I am providing to others? And if the answer is no, then rethink. What are you doing? We could probably talk hours on this so she’ll give you a couple of pointers.

To provide a good customer experience, you must know who your customers are because we mentioned it’s different of course, dealing face to face than online. On face to face we can understand if this person is young, is this person old, we can understand who someone is. So, if you have a team of people, this is something that is done a lot when you train or create a strategist which is, create different personas or create a different type of customers and then train people on how you would deal if you were dealing with someone like that.

For examples, in one hand, you can have Lola, who is like 30 years old and she’s young, she’s savvy, she knows how to click on every link you send her, she knows how to follow a video, a tutorial. But on the other hand, you have Jonas, who is 50 or 60 years old and needs a little bit more clear instructions on what to do on each step of your customer journey.

So, don’t assume that every customer has the same knowledge you do and that other customers do. This is where personalization comes in, care about who each of your customers is. Don’t give the wrong information to someone that already knows everybody. This is why creating that emotional connection with customers is so important. That’s why she created the Social Media Emotional Quotient and she always talks about, remember behind every platform, behind everything we do digitally, there is a human being. Customers become loyal because they’re emotionally attached and they remember how they felt or how they feel when they use a product or a service.

So, a business that optimizes for an emotional connection, they can actually outperform competition by 85% in sales growth. If she remembers correctly, there was a Harvard Business Review study called The New Science of Customer Emotions, you can go and Google that and it talks about these things as to how they are at least three times more likely to recommend your product or service. They are three times more likely to repurchase, all because they feel emotionally connected to your product.


So, there are multiple things that we can do to keep our customers engaged. And of course, if you are brand new, please research your competitors and then create goals and objectives for you. Competition is a good thing no matter what product or service we have, we’re not unique.

There are many people doing podcasts, there are many people doing social and digital like her. There are many people who have restaurants; there are many people who have every service and that is right, competition is good because it helps us do our best.

So, get inspired by those that are in the same industry as you and then look up back at what you’re doing, improving the areas you feel you’re lacking. She always think when she was very young somebody told her one thing, on the left, we have people that always look up to us and they go, “Oh, wow, I wish I was like Elise or like Yanique.” And then us too, we’re always looking to someone on our right that we go, “Oh, wow. I wish I was like X and Y.” Because no matter where we are in life, she remembers one of her former mentors, Jim Rohn always taught her, “You will never stop learning until the day you die.” If you say you know everything, then that’s just too egotistical. Nobody knows everything in life. One of the keys to stay humble, have integrity and keep on learning, because no matter what we do, there was always someone on our left and there’s always someone on our right.


Me: Agreed. Since this lock down, I’ve learned so much Elise and I’m so excited. I’ve been doing more videos and I’ve been watching YouTube videos of other people who do videos, what they’re doing, how they’ve done jump cuts to kind of make the videos a little bit more engaging and adding captions and subtitles.

And I mean, I feel like a video star just watching what they do on and actually going into the application I’m using and applying the same methodology and seeing that come to life in my videos. It’s just been amazing to me and I feel like I’m learning more now than I learned in my traditional learning platform of going to school like getting my degree or going to high school, because these are actual things, practical activities that you can do and you see the engagement and the impact that it’s having in the lives of other people.


Elise agreed completely because back in the day, nobody taught us any of these. Plus, back in the day, the jobs that we’re doing now didn’t even exist and that’s another part of it. And now, there are going to be jobs in 20 years that we don’t even know they exist just yet. So, with the power of social and YouTube and Vimeo and all these platforms, you can learn anything, you don’t even have to have a mentor if you can’t afford one. Just go on social media, go on YouTube, go on Google and click what you want to learn.

And then you will get excited and the key role is to always keep on doing this stuff for yourself. Back in the day, we used to have this little joke of all these people that will keep on buying personal development books and instead of self development, they were called shelf development because they could buy lots and lots, but they never actioned anything.

And she thinks that’s the difference, it’s okay to watch videos and to get inspired by others as long as you take action on your own goals and dreams, because if you don’t that, you’re helping somebody else getting more popular and part of the key either talk, talk, talk or talk, talk and walk the walk, there’s a big difference.

How Elise Stays Motivated

When asked how she stays motivated, Elise shared that for her, it’s all about having the right attitude. Like she mentioned nearly a decade ago, she wrote that book Creating a Kick-Ass Attitude, and there are still many tips from there that she uses on a daily basis, and it’s all around being positive and never letting anything bring you down as an individual.

For example, before she gets out of bed every day, she looks up to the ceiling and she reminds herself of three things that she is thankful for and these three things are not material. So, for example, it could be her health being alive, having a roof over her head, having had a great meal with a friend that week or a great call. Anything that has meaning and reminds her of what life is all about.

And before she goes to bed, no matter how good or a bad day she may have had. She also does a grateful moment for something that has happened to her on that day. She is a very big believer about everything in life is either a blessing or a life lesson. And she now gets to do what she loves. So, for her is staying motivated is easy but it took a while to get there. So she thinks the key is that we should all aim to do something that we’re good at and that we’re passionate about.

Because when you do that, then you don’t really consider it work. If you find it hard to be motivated, for example, she used to do this in the past. You could write your thoughts on a personal journal or just like a big piece of paper, like an A4, and then read it back to yourself the next day and find out what it is that is making you frustrated. Taking a time-out out of the day is so very important for her.

She spends a lot of time on her laptop, on her cell phones, for example, since she’s digital nomad. So she has reminders throughout the day to stop, to close down her technology and to look up to the sky, to go for a little walk or to simply listen to maybe one song that she really likes.

And she also has mantras and some of her favourite quotes lying around so that she always has something positive to look at. And one of the things that many people find silly but is actually to keep hydrated, you’ll be surprised that the effect of what not drinking enough water in the day can do to your body and your mind. So, she’s share some of the things that she personally do.

And sleep is very important. She will contradict you there because anyone that knows her, she doesn’t know why for the last few years. She is a little bit like Thomas Edison, she sleeps between 3 and 5 hours a night and then she will have a little catnap during the day sometimes. It’s not as the normal person but normally the sleep is good.

Me: Most of the research that I have done says you should be getting between 7 to 9 hours of sleep but if you’re getting your 5 at an average per night but then you’re capturing the difference in a day catnap then maybe you should be good.

She (Elise) did research on that because she thought it was weird that she was okay after 3 or 4 hours sometimes. So there are times she will sleep for 8 or 9 and then she came across this little research on how there were people such as Thomas Edison, Albert Einstein and some of the great minds who didn’t sleep in the average pattern. So, she thinks a lot of people will say, you can’t say that Elise because you are meant to sleep 7 to 10 hours. But that is her personal story and she’s not telling anyone to do the same, she’s just sharing.

Me: At the end of the day, you have to know your body. Just like with exercise, sometimes you you’ll exercise when you feel you’re doing some form of a workout that is too intense for you. You almost feel like your body’s giving out. So, you know when it’s your limit and you have to stop. I think with sleep it’s the same thing. If you rest and the next morning you wake up, you don’t feel like you are fully rested or you have the energy, then you probably need to look into your sleep pattern.

Or maybe it could be dietary requirements, maybe you need to change up what to eat or as you said, maybe we need to be drinking more water because I think all of these things work together to ensure that you feel energetic and you don’t feel lethargic and tired. And it’s almost like you have to be pulling yourself through the day to get activities done. So, you have to know your body, everybody’s different.

Elise agreed and shared that she had stopped asking herself many questions and it comes from the same mentor she had back in the late 90s, which was Jim Rohn and there were many questions that he would say, “Some things are a mystery.” He goes, stop asking and same with the sleep, he goes like, “Your body knows when enough is enough, don’t question it. One day you will need 4 hours, another 7, another 6. If you feel okay and your body and mind feel okay, who is anybody else to tell you to go back to sleep.” And that’s what she did for herself and she continues to do that to this day.

She gets fuelled by energy, good conversations fuels her. She has had conversations with friends where they’re up until 2:00 or 3:00 in the morning and then she goes, “Oh, no, but I’m supposed to be asleep.” And then an hour later she’s like, “Oh, well, it’s already 4:00; you’re not going to sleep tonight.”

And then her body just completely goes on to the next day and people go, “Elise, are you not tired?” And she’s thinking that yesterday sleeps already but she’ll sleep later because that is something that she has trained her body to do because she gets fuelled by energy a lot. And unless you understand how that works, many people think, “Elise, you’re just crazy. That’s just not normal.” Who are we to say what’s normal and what’s not? So again, if it feels right for you, please don’t listen to anybody else. We are the best listeners to who we are, and that’s all we can do.

Online Resource, Website, Tool or App Elise Can’t Live Without

When asked about an online resource that she cannot live without in her business, Elise shared that for her, she cannot name one but she has to say social media platforms, all of them. She would be lost without them because for her, they are the tools that help her express who she is and they allow her to share my thoughts and insights freely and at any time without any constrictions. She gets to be her no matter what anyone else says. And so, if all platforms went down, “Oh, please.”

For her, she would say in the order of preference because she started with Twitter. Twitter will always be very close to her heart. But she is actively on Twitter, on LinkedIn as her main two business platforms. Instagram is more for social, so she will share when she’s travelling and motivational quotes.

And she also uses WeChat and Facebook. Snapchat and TikTok not so much. She didn’t get on to them for business and when it comes to social, she doesn’t focus so much on personal sharing because for her, they’re both together. Then she focuses on the platforms where she can do both business and personal. So she would say TwitterLinkedIn equally followed by InstagramFacebookWeChat.

Books Elise Recommends – Must Reads….

When asked about books that have had the biggest impact, Elise shared that she loves this question because she thinks there are so many books out there that people get inspired by.

But she would say Think and Grow Rich by Napoleon Hill was one of the first ever books that she read in the late 90s. War and Peace by Leo Tolstoy, that’s an incredible book. The Art of War, for anyone who dares reads the book by Sun Tzu, it’s a book that she would recommend to everybody. It has so many teachings from the military, but in an inspirational way.

And one more which is How to Win Friends & Influence People by Dale Carnegie. These are books that she doesn’t read just once; she will probably read them once a year because they’re great and she uses them as references all the time.

Anything that makes you learn. One of her dreams was to have a big library like you see in the movies with a mixture of old books of history. But then all the modern books of inspiration and real business and life stories.

Me: So we will have all of those books that Elise just shared with us in the show notes of this episode and links to them. If it is that you have not had the opportunity to engage in any of these books and as Elise said, now is a time to be filling your mind, your body and your soul with all of the positive, enlightening information that can help you to be more productive, that can help you to be more innovative, and that can definitely help you to grow on a personal and professional level.

What Elise is Most Excited About

Elise shared that she gets excited about pretty much everything that she does, but especially now during this time the world has gone through and we are still going through, she’s excited to be alive. So, she’s very excited to continue sharing her knowledge with new clients and some podcasts like yours.

Because if one person gets a little bit motivated based on something that she has shared, then her job is done. So, she is eager to continue doing this and getting back on a stage face to face, although she has loved doing Zoom videos and Zoom has become her best friend over the last few months.

She is excited to get back on the real face to face kind of events where you can also interact and see people’s expressions, which of course is very different. She grew up without technology until she was 19 years old. So, she’s one of those people that can appreciate both the new reality, our new world of digital. But no matter what, there is nothing like a face to face meeting and being able to see someone’s excitement or when somebody says thank you, it is not the same face to face as when it is online.

So, that is what she’s really excited about. She has been invited to a few events already in Turkey and in Spain. So those are the first two that she’s looking forward to the most. As long as, of course, COVID-19 allows us to have these events over the next few months. And she is releasing a new edition of Creating a Kick-Ass Attitude this summer, so she is very excited to be doing that.

Where You Can Find Elise Online

  • Elise shared listeners can find her at –

LinkedIn – @elisequevedo

Twitter – @EliseQuevedo

Facebook – Elise C Quevedo

Instagram – @elisequevedo

Quote or Saying that Elise Uses During Times of Adversity

When asked about a quote or saying that she reverts to, Elise shared that the most relevant right now is, “Remember that the journey of a 1,000 miles, it starts with a single step.” She believes that we’re in a time of uncertainty; people don’t know how to continue or how to restart. So remember, everything begins with that one single step, one step at a time. That’s all we have to do.


Me: So, we just need to start, just take that one step. And I think sometimes people get crippled by fear, they think about all of the things that they don’t have and how are you’re going get it done. But as you said, you take one step and it may not be perfect, but then you go again and you take another step.

It’s funny. I interviewed a young lady, she’s on LinkedIn as well, and her name is Cher Jones. She’s a Social Corporate Media Trainer and she was the first Facebook live that I was ever doing in my life. So I’ve been podcasting for 4 years now, so I think I’m pretty much really good at podcasting.

But video is a little bit different because with the podcast, I can drop it into an editing software and I can add some music and of course, jazz it up, I can cut out stuff like errors that I would have made but with live, that’s it. There’s no editing, there’s no cutting out, it’s just live and direct at that moment in time.

And I was very fearful to take that first step and she said something to me that was so powerful. She said, “Yanique, the first thing you need to do is start because you’ll realize that by your tenth episode in, you are so much better at episode 10 than you were at episode 1 and all it took was just for you to start.”

And when I think about my first podcast episode, May 24, 2016, how I was then to how I am now. I really feel like I’ve come a very far way, I’m so much more comfortable doing it. And you’re right; you just need to take that first steps. I recommend anybody listening to this podcast. If there’s anything out there that you are fearful of doing, as Elise said, just take that first step.

Elise shared a simply start. Remember when we were kids, just because we fell the first time we wanted to walk or tried to ride a bike, we didn’t stop, we kept on going. But the older we get, the harder it is to start and the more fear we get. There is a very thin line; she was talking about this with someone the other day.

The same thing that makes us have fear is a similar feeling to the adrenaline of adventure and wanting to do things. So, sometimes the same adrenaline that makes us go, “Yes, let’s do this.” is the same that then deviates to us fear that goes, “No, no, no. Let me go back.”

So, all you need to do is just have faith. And remember, it’s not about how many times you fail; it’s about how many times you get up. So, keep on going, take one step at a time and remember many of the great people out there, any one that passed on something great, everybody started at zero. Nobody ever woke up and became Yanique and had a podcast that was amazing.

Nobody got up and was Tony Robbins from day one or Richard Branson or Warren Buffett, it was a journey. If you believe in your product, if you believe in who you are, then you will always keep going.

There is one more thing that she’s going to share is that she like to talk to people about the magic that we all have. She always says that on one side you have the magic of your product or the idea that you have. And on the other side, you have the magic of you, the magic of what you have inside of your mind. The knowledge that you have, the passion for your product, your idea, the story, how you start it, you know yourself and your idea or product inside and out.

There is no one better to explain it than you. Hence the importance of sharing what you’re passionate about. We are all unique human beings and we should focus on what we can do best, not our flaws or our fear, because nobody’s perfect. It is always about how we react.

So, if you believe in yourself, then the right people will too. There are about 7.7 billion people on this planet; it is not about being liked by everybody or everybody buying our product, it’s just that the right ones who get who we are, then they will be around us. So that’s the magic inside of you. What’s your mantra? What is your personal gift? Figure that out and that will always drive you forwards no matter how many times you fall.

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This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately!

This book will develop your customer service skills and sharpen your attention to detail when serving others.

Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

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