Shownotes
Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.
Stan Stokes, Founder & CEO of Iron Fist Marketing Consultants
Show Notes
- Watch Full Video Episode
- The New Frontier of Call Conversion Rates – Stan Sokes [RR 734]
- Using AI to Analyze Phone Calls (00:03:06) Bill Nalu talks about how he met Stan Stokes and how they worked together to analyze phone calls using AI to improve customer relationships and sales.
- Understanding Guest Experience and the Role of Consultants (00:05:49) Bill Nalu discusses the importance of understanding the guest experience and the role of consultants in helping businesses improve their marketing and customer service strategies.
- Operationalizing the Data (00:08:25) Bill Nalu explains how Iron Fist Marketing Consultants helped him audit phone calls and measure compliance.
- Personality Assessments (00:12:10) Bill Nalu and Stan Stokes discuss the importance of using inherent trait assessments to determine if a person is the right fit for a position. They explain how these assessments can help align team members with their strengths and weaknesses.
- The Importance of Understanding the Guest Experience (00:19:46) Bill Nalu discusses the importance of understanding the guest experience and the role of consultants in helping businesses improve their marketing and customer service strategies.
- Teaching AI to Learn Customer Scripts (00:23:25) Bill Nalu and Stan Stokes discuss the challenges of teaching AI to learn customer scripts and the role of consultants in interpreting data for businesses.
- Guest Experience Training (00:25:36) Discussion on how Iron Fist Marketing Consultants customize training for service advisors based on data points and how they measure improvement.
- Leveraging Data (00:32:31) Importance of leveraging data to identify problems and improve customer experience, including measuring appointment show rates and clarifying directions.
- Client Experience Officer (00:30:44) Discussion on the role of a CXO (Client Experience Officer) in improving customer relationships and how small businesses can implement this position.
- Auditing the Guest Experience (00:37:18) The importance of auditing the guest experience and measuring it against industry standards to improve customer relationships.
- The Future of Customer Service (00:36:17) The danger of losing human interaction in customer service and the potential for automation in the future.
- Improving Customer Experience (00:38:16) The importance of assessing team strengths, identifying training needs, and measuring results to improve guest experience and increase marketing ROI.
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