Dennis Moseley-Williams

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Today I had the absolute pleasure of speaking with the founder of DMW Strategic Consulting, author, blogger and internationally known keynote speaker Dennis Moseley Williams. Dennis is a recognized, certified expert on the subject of customer experience, and doing more work that matters, reaches and connects with audiences.[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” hundred_percent_height_center_content=”yes” equal_height_columns=”no” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” border_style=”solid” margin_bottom=”20″ flex_column_spacing=”0px” type=”legacy” padding_top=”20″][fusion_builder_row][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” hover_type=”none” border_color=”” border_style=”solid” border_position=”all” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ first=”true” last=”true” border_sizes_top=”0px” border_sizes_bottom=”0px” border_sizes_left=”0px” border_sizes_right=”0px”][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”default” rule_size=”” rule_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=””]

Designing the Customer Experience with Dennis Moseley Willams pt. 2

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Welcome back to our Tactical Friday. Today we’re continuing our conversation with founder of DMW Strategic Consulting, author, blogger and internationally known keynote speaker Dennis Moseley Williams.

Let’s get right back into this conversation and get some more practical tips around creating an amazing customer experience.

Things you will learn in this episode:

[00:01 – 01:14] Opening Segment

  • I welcome back Dennis to the show
  • Creating customer experience

[01:15 – 09:57] More Tips on Creating Customer Experience

  • Read The Experience Economy
  • Dennis gives practical advice around customer experience
  • Service is about convenience, and experience slows you down
  • An experience should engage your clients
  • Time well designed
  • 5 stages of experience
  • Enticing
  • Entering
  • Engagement
  • Exiting
  • Extending
  • Fast is not memorable, experience is
  • When looking at your stages
  • Identify all the things that happened to your clients in each stage
  • Look at the biggest sacrifice your client has to make and eliminate it
  • Dennis gives an analogy through his skiing story
  • Dennis gives an example through Starbucks
  • Good brands partner with their clients

[09:58 – 14:01] Closing Segment

  • Dennis summarizes his takeaways
  • Starts inside with authenticity
  • 5 Stages
  • Sketch out the client journey, identify the pain and eliminate it
  • Don’t compete on goods and services you will lose your business
  • Best way to connect with Dennis
  • See links below
  • Final words

Resources Mentioned:

Tweetable Quotes:

“If you’re thinking ‘service’, all you’re doing is trying to make it fast! Fast is not memorable, experience is memorable.” – Dennis Moseley Williams

“Your entire experience begins inside YOU.” – Dennis Moseley Williams

You can connect with Dennis and engage with DMW Strategic Consulting on LinkedIn, Facebook, Twitter, Instagram, and YouTube. You can find all these links, blogs and more on https://moseleywilliams.com/.

Did you love the value that we are putting out in the show? LEAVE A REVIEW and tell us what you think about the episode so we can continue on putting out great content just for you! Share this episode and help someone who wants to expand their leadership capacity or click here to listen to our previous episodes.

Tactical Leadership is brought to you by Knight Protection Services. A veteran-owned and operated company, with extensive experience in risk assessment and crime prevention. Find out more by visiting https://knightprotectionllc.com/

If you want to learn how to build a better business check out my website at Beatacticalleader.com. You can connect with us on LinkedIn, Instagram, or join Our BATL Space and become part of the community.

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Designing the Customer Experience with Dennis Moseley-Williams

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Things you will learn in this episode:

[00:01 – 04:06] Opening Segment

  • I introduce Dennis to the show
  • Customer experience
  • DMW Strategic Consulting
  • Dennis tells us a bit of background about himself
  • One success lead to another with this notion: engage with people on the feelings

[04:07 – 10:32] Leaders Versus Managers

  • Dennis talks about the leadership culture he looks for
  • The Experience Economy
  • Looking for clients who are leaders rather than managers
  • Leaders inspire
  • Everything working will end
  • Dennis talks about leadership blindspots
  • Management thinking – stop being a manager
  • There’s no manual
  • Redefining what is possible in your work is crossing the line into leadership
  • The right train and the right track

[10:33 – 19:35] Designing Customer Experience

  • Dennis talks about creating experience
  • Experience has to change the client
  • Look for theme and purpose
  • “The Starbucks Experience”
  • Creating the third place
  • I talk about other businesses that create experience
  • Staging experience
  • It doesn’t have to be expensive
  • Find the purpose
  • Dennis talks about the virtual experience
  • Moving an entire generation forward
  • Virtual reality is becoming our everyday world
  • Commoditization

[19:36 – 32:10] What Makes A Great Industry Leader 

  • Dennis talks about tactical failures in various industries
  • Failure to acknowledge client evolution
  • “Go where the puck is going”
  • Who are we helping the client become?
  • Adjusting quickly
  • Look at the financial industry
  • Dennis shares about client wins
  • Story about Jeff Carney
  • Leaders who don’t dilydalee and make you stand tall
  • Every good leader needs EQ
  • You need emotional intelligence
  • Dennis gives an example with The Last Dance 

[32:11 – 38:03] Closing Segment

  • What advice would you give the young leader?
  • Slow down – stay small – enjoy it all
  • You’re more in trouble spiralling up than spiralling down
  • What’s the legacy you want to leave?
  • Introducing the Serious Shift
  •  The Serious Shift – By Dennis M. Williams
  • How much is enough?
  • Creating happier business owners and work that resonates
  • How to connect with you?
  • See links below
  • Final words

Resources Mentioned:

Tweetable Quotes: 

“Leaders inspire, they challenge the status quo, they believe in their people. Leaders never try to get last year’s results earlier and cheaper.” – Dennis M. Williams

“In the experience economy, it’s not about saving the customers time it’s creating time well spent. For something to be an experience, it has to change the client.” – Dennis M. Williams

You can connect with Dennis and engage with DMW Strategic Consulting on LinkedInFacebookTwitterInstagram, and YouTube. You can find all these links, blogs and more on https://moseleywilliams.com/.

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