#021 CX – A serious opportunity to add value as a KAM Pro

IN THIS EPISODEHow much attention are you paying to the customer experience with your Key Accounts? Do you surprise and delight your clients on a regular basis or, have you fallen into the trap of leaving this up to marketing at the front end of the sales cycle? With customers experiencing thousands of ‘moments’ every day in all areas of their lives, what are you doing to ensure the moments they share with you, exceed their expectations? For me, the thing about experience is that it is too important to be left to chance. Too important to rely on us simply being good at what we do and going the extra mile from time to time. We need to be intentional. We need to take a step back and examine the moments we share with key customers and identify areas of improvement, ensuring we maximise the chances of being rewarded with long-term loyalty. HIGHLIGHTS OF THIS EPISODE  I invited Experience Consultant, Victoria Taylor, to join me on this episode, to dig into this topic. Having worked in a wide variety of industries including bespoke travel, media, and advertising, Victoria now works with her own clients including Warner Entertainment Group, Lamborghini, Disney, P&O Cruises, Experian, and a host of independent hospitality brands. She is on a mission to help them to raise the bar in their customer experiences.  In our conversation, you’ll hear us talk about: Why Account Managers need to be involved in crafting special moments for key customers (rather than leaving it to the marketing or customer experience team) Flesh out some examples of great customer experience (and what makes it great) The link between the employee experience and the customer experience Creating an EXPERIENCE for your Key AccountsWhat are your thoughts and reflections on the customer experience you currently create for your key accounts? If you were a client of yours, would you be delighted in the moments you shared? Do you personalise your client interactions so that they truly feel special and valued? When the mome