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PROFITABLE TALKS...

In this episode of the Profitable Creative, host Christian Brim speaks with Francis Flair of Flair Consulting Group about the importance of client retention and customer experience in business. They discuss how businesses often overlook the competition posed by other service providers and the need to focus on existing clients. Francis shares his journey from Ghana to the U.S. and how his experiences shaped his consulting approach. The conversation emphasizes the significance of building trust, empowering employees, and creating a strong company culture to enhance customer loyalty and satisfaction.

PROFITABLE TAKEAWAYS...

• Client retention is crucial for beating competition.
• Businesses often overlook the competition from other service providers.
• Customer experience should be prioritized over just acquiring new clients.
• Investing in customer experience yields better returns than marketing.
• Trust and loyalty are built through consistent customer care.
• Empowering employees is essential for delivering great customer service.
• Education is more effective than rigid training for employees.
• Culture reflects leadership and should be intentionally developed.
• A players want to work with other A players.
• Defining what good looks like is essential for organizational success.

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