Ep. 015: Yanique Grant: Revolutionizing The Customer Experience

The Transformation Blueprint 015 Yanique Grant

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Yanique Grant (@yaniquewagrant) is the Managing Director and founder of Professional Training and Occupational Services Inc., a customer experience training company here in Jamaica. She has worked with companies internationally to craft their customer experience to create raving fans and customers. Since starting her business in 2007, she has trained over 25,000 people in Jamaica and across the world.

She is also the host of the Navigating The Customer Experience podcast, where you’ll find more lessons, strategies and tactics for transforming your company’s customer experience. If you’re thinking about starting a company, we cover a lot of things you should consider first.

In this episode, we talk about:

  • How customer experience and employee culture are deeply linked;
  • The best form of advertising for your company;
  • The right way to turn a negative and explosive situation into a good opportunity for your business; and so much more.

CONNECT WITH YANIQUE

Website: www.YaniqueGrant.com
Twitter: @yaniquewagrant
Instagram: @yaniquewagrant

Navigating the Customer Experience:
Website: Navigating the Customer Experience
Facebook Group: Navigating the Customer Experience Community
Twitter: @navigatingCX

Professional Training and Occupational Services:
Website: Professional Training and Occupational Services (PTOS)
Facebook Page: @ptoscustomerexperience
YouTube: CustomerService Jamaica PTOS

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YANIQUE’S BLUEPRINT

  • The difference between customer service and customer experience
  • The correlation between company culture and customer experience
  • Why it’s important to track employee satisfaction
  • The risk with Human Resources
  • The journey to Professional Training and Occupational Services (PTOS)
  • How the tone from the top is feeding the poor customer experience epidemic in Jamaica
  • Why raving fans are better than your advertising strategy
  • What business owners can do to optimize their customers’ experiences
  • What customers should be aware of when patronizing businesses
  • Yanique’s 2 year journey from opening her business and landing her first client
  • How Yanique has used word of mouth as her sole adverting and marketing strategy for the past 9 years
  • The message that Yanique would give to her younger self
  • How Amazon is creating a great customer experience
  • Why you need to know the top three reasons why a customer would choose your business
  • The case for maintaining human to human interaction in customer service
  • How service recovery can set apart a business
  • The top things a small business should target to improve their customers’ experiences
  • Turning a negative experience into an advantage
  • How to diffuse a situation with a disgruntled customer
  • Recognizing how your own limitations influence your interactions with others
  • How to fit in customer service when you don’t have a team
  • The value of mentorship
  • The books that Yanique would recommend each and every time
  • What Yanique is most excited about right now
  • The project that Yanique is most proud of
  • The qualities of people that make up Yanique’s inner circle

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