“If you want to compete on something other than products, we give you a really distinct path, a clear path, to making sure that doing business with you feels different than doing business with another shop down the street because you thought about it, you were deliberate about it, and you stand for something different.”
— Chris Wallace
Are you planning for success in 2023? Are you wondering how are you going to make sure your team hits its goals in the new year?
Then you’re at the right place!
We’re super excited as we bring you’ll this fresh, fun, exciting episode to listen to and hit your goals on a different level.
Our today’s guest is bridging the gap between business leaders and frontline teams to promote constant progress, from organization-wide culture shifts all the way down to individual employee breakthroughs in job satisfaction and commitment.“Google reviews are not the mechanism to truly understand the experience your customers are having.” — Chris Wallace Click To Tweet
On this episode, we feature Chris Wallace. Chris is Co-Founder and President of InnerView Group- a company that helps big brands translate their customer strategies into simple, clear, and actionable plans for frontline teams to execute.
Chris Wallace became an entrepreneur for a particular reason – to help companies better align the strategies of the boardroom with the daily execution at the front lines. He intends to help bridge that gap so that there can be constant progress, from organization-wide culture shifts all the way down to individual employee breakthroughs in job satisfaction and commitment. InnerView Group helps big brands translate their customer strategies into simple, clear, and actionable plans for frontline teams to execute. They are consultants, and counselors – Chris even likes to think of them as therapists, because of their ability to get marketing leaders and frontline teams on the same page.
Join Tersh Blissett and Joshua Crouch as they talk with Chris about how to best communicate your business strategies so you and your team can deliver great customer experiences, no matter the size of your business.
In this episode of the Business Mastery Podcast we discuss:
- The tangible value of focusing on delivering value and great customer experiences.
- Developing a strategy for collecting customer feedback/reviews.
- How transforming your business processes impacts your company culture and employee retention.
If you’re looking for a marketing consultant that can help you take your service business to the next level, this episode of Service Business Mastery is for you.
Get ready, this is going to be a good one!
The One Question That Will Help You Nail Down Your Branding & Marketing
[12:50-13:56 or 14:00?] ”It comes down to one simple thing… Who do you want to be?”… All branding is, all marketing is, is companies deciding who they want to be…,” says Chris Wallace
Want to Compete With Your Big Competitors? Here’s how…
[15:05-16:21] “A lot of times, we work with the larger brands that are in your industry… Think about the work that you guys do, you sell… We break down the experience and say, if you want to be differentiated, stand out, and win business and win referrals and grow your business… If you want to compete on something other than products, we give you a really distinct path, a clear path, to making sure that doing business with you feels different than doing business with another shop down the street because you thought about it, you were deliberate about it, and you stand for something different,” says Chris Wallace
Simple Ways to Understand the Customer Experience (& Why You Can’t Rely on Google Reviews)
[27:41-28:51] “Most people think that Google reviews are your commitment to your customer experience and that’s how you get feedback… Google reviews are not the mechanism to truly understand the experience your customers are having, so a great check on your people in terms of auditing it,” says Chris Wallace
Translate Your Business Strategy Into Simple, Clear, and Actionable Plans For Your Teams
Chris describes how when somebody contacts your business, the experience must start. How do you break these things apart into smaller pieces in such a case?
[08:42-23:51] “There are a lot of steps, I think it can be a little daunting, the best way to think about it is, what are the major touchpoints?” says Chris
Christopher Wallace recently joined Service Business Mastery Podcast and here are some highlights of the podcast:
- The show talks about why you need to focus on delivering value and a great customer experience.
- How to maintain quality and consistency in customer experience
- Christopher shares tips on how to develop a framework for collecting customer feedback/reviews.
- He further puts light on when is the best time for service businesses to get customer reviews.
- Why you can’t rely on Google reviews to understand customer experience
- The show further shares strategies with you on how transforming your business processes impacts your company culture and employee retention.
Key Resources From The Show:
- This episode is kindly sponsored by Sera, Podium, and CompanyCam for a 14-day trial and 50% off your first two months). and UpFrog
- Learn more about InFront.
- Check out InnerView Group.
- Connect with Chris on LinkedIn: https://www.linkedin.com/in/christopherewallace
- Join the Service Business Mastery Facebook group.
- Email us at Podcasts@ServiceBusinessMastery.com
- Learn all about the Hosts of Service Business Mastery!
Meet the Guest:
Chris Wallace is the President and co-founder of InnerView, an organization that poses the question; as a brand or marketing leader, how confident are you that all the people who represent your brand are telling your company’s story consistently? With more than 20 years of experience in brand marketing and customer experience, Chris has become a regular contributor to Forbes, Harvard Business Review, and Chief Marketer. My passion for helping companies view their employees as a critical extension of the marketing strategy led to being frequently tapped as a speaker on topics like sales-marketing alignment, internal marketing and brand dilution.
Links to connect here:
Connect with Chris on LinkedIn: https://www.linkedin.com/in/christopherewallace
InnerView Group: https://innerviewgroup.com
Meet the Hosts:
Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small-town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on LinkedIn.
Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager, and Director of Marketing. He’s also the Founder of Relentless Digital, where his focus is on dominating your local market online. Connect with him on LinkedIn.
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