Jim Knight - Service That Rocks: Create Unforgettable Experiences and Turn Customers into Fans

SIMPLE brand With Matt Lyles

In this week’s episode of the SIMPLE brand podcast, I talk with Jim Knight, author of Service That Rocks: Create Unforgettable Experiences and Turn Customers into Fans.

Jim’s the former head of global training for Hard Rock International - so you KNOW he’s great at teaching people how to deliver rock star experiences.

Jim’s the author of three best-selling books including his latest - Service That Rocks!

Some of the topics we discuss include:

• How rock bands and brands are similar in how the biggest ones create fans
• Why the customer experience is the most important piece of your brand
• Employees’ behaviors are valuable in delivering the customer experience
• You need to constantly communicate how your brand values translate into your employees’ roles
• Your customers see your employees as the brand
• How to create unique experiences that differentiate from the competition
• The value of empowering your employees
• The four-letter words you don’t want customers to use to describe your customer experience
• A secret to turn customers into fans is treating them like rockstars

RESOURCES FROM THIS EPISODE:

• Jim’s website
• Jim’s book - Service That Rocks: Create Unforgettable Experiences and Turn Customers into Fans
• Jim’s podcast - Thoughts That Rock