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Jake and Gino Multifamily Investing Entrepreneurs

The Seven Pillars of Customer Success w/ Wayne McCulloch

Jake and Gino Multifamily Investing Entrepreneurs

Jake & Gino

Buyingapartmentbuildings, Investingsmart, Multifamilyrealestateinvesting, Business, Smartinvesting, Jakeandgino, Apartmentinvesting, Investing, Commercialrealestateinvesting, Makingmoney, Buyingrealestate, Realestateinvestment, Wheelbarrowprofits, Realestateinvesting, Cashflow

5831 Ratings

🗓️ 1 December 2022

⏱️ 48 minutes

🧾️ Download transcript

Summary

On this episode, Jake and Gino are with Wayne McCulloch, who is one of the world's leading customer service experts and a Top 100 Customer Success Strategist. Wayne shares his top tips for delivering amazing customer service, including the importance of always putting yourself in the customer's shoes. He talks about the right strategies that brands can adopt to create the customer success. He shares the insights from his book ‘The Seven Pillars of Customer Success’ and explains step by step framework for creating the value-system for the customers. Wayne McCulloch works with Google Cloud's entire SaaS portfolio as the Customer Success Leader. He's a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles. Watch this video to learn how to take your customer service skills to the next level! Key insights: 00:35 Introduction 02:55 Making customers successful 07:00 Guidelines to serve customers 11:54 Operationalizing: Doing the right thing for the customer at large scale 14:00 Onboarding process for customers 17:19 Values make people keep coming back 19:40 Adopting phase: Maximising the utility value 23:38 Retention: Value realization in present and future 28:06 80% of customers are motivated by privilege 34:02 Creating advocates for your brand 39:36 Best way to operationalize customer service component 41:44 Book recommendations 44:10 Wrap-up For more information about The Seven Pillars, including downloadable templates and training and certification materials, visit www.cspillars.com Check out the author’s best-selling book ‘The Seven Pillars of Customer Success’ on Amazon: https://rb.gy/q068a8 Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors) https://jakeandgino.com/apply About Jake & Gino Jake & Gino are multifamily investors, operators, and mentors who have created a vertically integrated real estate company. They control over $250M in assets under management. They have created the Jake & Gino Premier Multifamily Community to teach others a simple three-step framework for investing in multifamily real estate. Connect with Jake & Gino on the social media platform you are most active on: Jake & Gino Facebook: https://www.facebook.com/jakeandgino/ Jake & Gino Linkedin: https://www.linkedin.com/company/jake... Jake & Gino Instagram: https://www.instagram.com/jakeandgino/ #realestate #multifamilyrealestate #multifamilyinvesting #investing #apartmentinvesting #multifamily #realestateinvesting #commercialrealestate #loopnet #costart #biggerpockets #realestateinvest #multifamilyapartment #apartmentbuildings #multifamilydeals #multifamilyanalysis #analyzemultifamily #Multifamilyunderwriting #multifamilycommunity #multifamilyinvestors

Transcript

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0:00.0

If you want to learn the seven pillars of customer service and turn your business into the Chick-fil-Ave apartments, you better listen up. Hello,

0:32.5

I host the Jake and Gino podcast here with my co-host,

0:33.2

a multifamily mentor, the coach, chef,

0:34.8

the father, six, the best line author.

0:37.2

Gee Daddy, and now the opera singer, Gina, Barbara, the father, six, the best line author. She daddy and no, the opera singer.

0:40.2

You know, Barbara, how's it going?

0:41.6

Jake, it's going good.

0:42.5

How's your midday going?

0:44.3

Dude, I'm loving it.

0:44.9

This is the first one.

0:45.7

We've been off for about a week for MM5, you know, had a little travel, and I'm back in

0:50.0

the saddle, my man, always making it happen.

0:53.2

Good.

0:55.1

Ready to go.

0:56.8

Hey, got a very special guest today.

1:01.9

Today, we are truly honored to have with us one of the world's leading customer service experts.

1:02.9

And, Gino, you know we're going to be talking about Chick-fil-A, all right?

1:05.1

My pleasure, baby, all day.

1:06.6

Keynote speaker, he's an author, and we're excited to learn more and dive deep into his insights

1:12.3

on the seven pillars of customer success. So I further ado, Wayne McCulloch. Welcome to the show.

1:20.2

Thanks, guys. Great to be here. Lovely to join you. It's actually early evening here, so I don't

1:25.1

have the benefit of having a midday energy boost right now,

...

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