Amazing Business Radio: John Brandt

The Trap of “Nincompoopery” in Business and CX
Forging Real Relationships with Your Customers to Deliver Excellent Customer Service
Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It, and how to go from being a “nincompoop” to creating an exceptional customer experience.
The Interview with John Brandt:
There’s often a disconnect between organization leaders and customers. Leaders live in a “customer-free zone” where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. The most important factor to customers is that they feel heard and cared about by the company and its representatives.
Get to know your customers. See your organization through their eyes, and take time to shop, work, and even live alongside them. Learn about their struggles and discover their biggest pain points. Then, devise a solution that eliminates multiple headaches for