Sometimes you just need a second opinion.

Hi, I'm Jason S. Bradshaw and this is Talking Points with me, your host. Now, this is the live weekday edition that complements my fortnightly newsletter that comes out every Friday or thereabouts. You can get your copy of the newsletter by subscribing on my website, Jason sbradshaw.com or of course, if you prefer, you can subscribe to the newsletter on LinkedIn. Thousands of people read it every fortnight and I certainly hope that you're enjoying it as much as those that are providing feedback are as well. Now, if you have seen last week's edition of the newsletter, you would already know what the fifth CX trend for 2024 is. Last week we went, I shared with you on these lives the four of the five CX trends. Now, I'll remind you of those right now. The first one is know who I am. Delight your customers by personalizing your interactions with them, by demonstrating that you know what their likes and interests are based on what they've told you. And play that back to your customers in how you communicate with them, what you talk to them about. And of course, it all starts with your name, using their name. And I shared with you how the Ritz Carlton, amongst others, would start every experience by using their guest name. Now, the second CX trend was be easy. Remove friction. Make it as simple as possible for your customer to go from interest to purchase and then on to use. So how can you be consistently easier than your competitors? Make it a seamless experience for your customers to do business with you. The third area was deliver me Value. So you're going to hear this from me a lot this year, but you need to start, I believe, to think beyond the transaction. You see, in every organization that I've had the pleasure of working with or in, there's been two trains of thought. You focus on the sale and then you move on or you focus on creating a relationship. And in every instance where we focused on creating a relationship, delivering value beyond the transaction, we had higher levels of customer satisfaction, we had higher levels of repeat business, and yes, higher levels of referral customers. Now, the flip side is those companies that just focus on the transaction and what I've found in those companies is they compete on one thing only and that's price. How can I get the customer, a new customer, to come and do business with me? Because I've not built a reason for an existing customer to come back and do business with me. So deliver value beyond the transaction was CX trend number three. Number four was Genuine Care. Now, of Course, customers want you to get it right, but when you get it wrong, you've got a very unique opportunity to rebuild trust quickly and to prove that you deserve their ongoing support and loyalty. Now, I shared with you that 30% of customers will leave after just one bad experience. And it's one of the reasons why I'm encouraging you that if from a product point of view, you know something's wrong, that you don't wait for your customers to tell you that you proactively reach out and build trust by owning and resolving the issue with your customers. So the fourth one was genuine care. So know who I am. Big easy, Deliver me value. Show me genuine care. And now the fifth trend which you would have seen if you are a subscriber to the newsletter, is Action over perfection. In 2020, those businesses that have breakthrough success, those businesses that continue to grow, will be those that build a habit of continuous improvement on finding those 1 percenters each day that they can improve to make a difference to their customers. Now, does that mean that you might have a long project that you need to deliver? Well, I'm not saying throw that project out. What I'm saying though is every day move towards making things better for your customers in small ways and big ways. Don't rely on six month project work to have this big bang approach where all of a sudden everything's fixed. Because what if it doesn't work? You've spent six months and not improved the customer's experience and today not improving the customer experiences mean tomorrow you've lost a customer. So they were the five CX trends for 2024. Of course I can help you and your business implement a CX program that is customer centric but commercially focused. What does that mean? Means business growth for you through more repeat and referral business. Now, talking of business challenges, I have today launched Office hours. Now office hours comes from a university term where your lecturers and tutors will have this period of time that they keep free for students to pop in. So taking that lead, I'm going to be providing up to three hours of free one on one consultations each week. Now, the free consultations are 15 minutes in length. You get to have 15 minute one on one time. We can share probably just one challenge and I will provide you with my ideas on how you can break through and build momentum towards overcoming that challenge and succeeding. So to take the opportunity for this free coaching, what you need to do is go to business breakthroughcoaching.net and businessbreakthroughcoaching.net 15 free that will take you to a really simple page and you'll see a link to book straight into the calendar. And once you've booked into your calendar, then we will obviously have that zoom call at the scheduled time. It does not replace any of my existing programs and it's not designed to do so, but it is designed to give back to you, the business leaders out there trying to make a difference in this world and to genuinely help you be successful in 2024. So businessbreakthroughcoaching.net 15 free and you can go ahead and book one of the available time slots now. They will fill up quickly. You can book a couple of weeks out in advance. But if you do have a challenge and you'd like some independent thought thoughts on how to break through and overcome it, then head to that link that you see on your screen now. But until next time we talk, which will be tomorrow, I wish you great success.