James Dodkins

RULES FOR ROCKSTARS

Rule #1, Find Inspiration: *NEW FOR 2020*
James explains how he became inspired to make such an impactful entrance and then goes on to share some music from artists who maybe have taken a little too much inspiration from other popular songs, specifically focusing on his ‘favorite’ music group. He then shares a framework that will help you take inspiration from outside of your industry and innovate the experience you deliver to your customers.

Rule #2, Create Superfans:
James explains that ‘Rockstar Companies’ don’t have customers, they have fans. Just like the superfans of music artists and acts, company superfans will promote, advocate, defend and market the products and their services for free. James shows just how far some superfans will go by sharing some hilarious company superfan tattoos. Some of these need to be seen to be believed. James concludes by suggesting that to create superfans you need to start with your employees. If you turn your employees into fans of your customers, they will turn your customers into fans of your company.

Rule #3, Make it Right:
James tells the story of a time where his actions, though well-intentioned, nearly ruined the final show of his band’s first major tour. He shares how he managed to fix the experience in the experience and suggests that companies should take this approach to Customer Experience. He suggests that companies should proactively be looking for issues in the experience and fix them before the customer has a chance to get angry or upset that they happened. James shares an analogy about a crowded bar and a simple 4 step framework that can be applied to any customer experience immediately.

Rule #4, Make it Clear:
James talks to us about how a simple misunderstanding can completely derail an otherwise great Customer Experience. He explains that when a customer discovers that they have misunderstood something about your company, product or service they don’t blame themselves – they blame you. He cleverly demonstrates this by sharing a series of misheard lyrics that, although simple misinterpretations, change the entire meaning of a song. Warning: you will never hear these songs in the same way again. James suggests that we should work to make things as simple and as easy for our customers to understand as possible or we shouldn’t be surprised when they think we’ve said or promised something that we haven’t.

Rule #5, Let Teams Rock:
James explains that after working with hundreds of high performing teams all over the world he has seen that the quickest and easiest way to GET teams to rock, it to LET teams rock, He hammers this home with the acronym Listen, Empower, Trust. James then abandons his attempt to try and explain teamwork to the crowd with words and decides to invite the crowd to work together and join his band. He splits the crowd into sections and teaches them each a different beat that when combined create a rhythm that James then plays guitar to. This thrilling end to an extremely entertaining and transformative talk leaves the audience inspired and energized to go out and make the necessary changes to their business to ensure that they deliver ‘Rockstar Customer Experiences’.