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Dr. Kelly Henry is a customer experience consultant who founded and ran the Henry Chiropractic Clinic for 20 years. By using a system based approach to customer service, he was able to catapult HCC into a leading organization in its field. His book, Define and Deliver Exceptional Customer Service, will launch in January 2021.
Timestamps
[01:16] Dr. Kelly’s journey to becoming an expert in customer service
[03:25] Defining exceptional customer service
[05:09] Two key principles of customer service
[06:51] How to improve customer experience in 3 simple ways
[10:21] Why businesses don’t deliver good customer service
[12:04] Common misconceptions about customer service
[13:29] Metrics and tools to measure customer service
[16:55] Companies that provide excellent customer service
[18:50] Common mistakes businesses make when trying to improve
[21:03] The 5% bump
[25:06] How to maintain customer service quality
[26:59] Dr. Kelly’s business frameworks in growing his business
[28:56] Develop a good team atmosphere because your employees are assets
[31:49] Customer acquisition through referrals and loyalty
[33:38] Improving ease of convenience for customers
[36:10] How to communicate and solve problems with customers
[40:10] There is no failure, only feedback
Links and Resources
Dr. Kelly Henry’s Website
Dr. Kelly Henry’s LinkedIn Page
Dr. Kelly Henry’s Email
Dr. Kelly Henry’s book
TractionEquity.com
https://StevePreda.com
