Customer Connection = Cash Flow: Strategies for Consistent Engagement

The Social Media Takeaway - Louise McDonnell

In this week’s episode of the Social Media Takeaway, I speak with Louise Lally, a learning and development consultant specialising in the retail sector and host of the Retail Podcast. We dive deep into the concept of valuing time as a critical component of customer interactions, emphasising that every minute spent with a customer should be seen as a fair exchange. Great customer service is crucial because it directly impacts customer satisfaction and loyalty, which in turn drives business growth. Tune in to learn practical strategies for enhancing your customer service approach and ensuring that your interactions are always adding value.

More about Louise Lally:

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1. Introduction (00:00:00)

2. Louise Lally’s Background (00:01:59)

3. Value of Time in Customer Interactions (00:04:59)

4. Impact of Social Media on Retail (00:07:59)

5. Proactive vs. Reactive Customer Service (00:11:06)

6. Training and Empowerment (00:14:31)

7. Customer Journey Mapping (00:18:17)

8. Cultural Impact on Service (00:20:51)

9. Trends in Digital and Social Retail (00:25:11)

10. Closing Thoughts (00:29:15)