CL152: From Rock Guitarist To Customer Experience Speaker – Interview with James Dodkins

James Dodkins

James Dodkins helps companies create outstanding and unforgettable customer experiences. As a speaker, author, trainer and consultant he travels the globe learning the secrets of the world’s best performing companies, and he uses that information to help organizations replicate that success. James specializes in customer experience and customer centricity and is Principal Consultant at BP Group. His new book is called ‘Put Your Customers Second’ and will be hitting the stores soon.

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In this episode, we cover:

  • Why the best organizations put their customers second
  • The waffle in most business books
  • The story narrative in business books
  • The One Minute Manager
  • Built To Sell
  • How to connect with influencers
  • VAKWIRE – The seven elements of creating a customer centric culture
  • Culture at Ritz-Carlton
  • Vision and values
  • Personal values vs Company values
  • Value ladder
  • Creating your own competitors

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Resources mentioned in this episode:

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