Stuart Pocock​, Director at Kompass UK
Don't have time to listen to the full podcast with Stuart?  No worries!  
​We have taken the key insights from the pods and put them into "Bite-Size" chunks.
Key quotes (play the relevant audio link to hear Stuart expand on each point):
The truth is if you get your customer service right, everything else is so much easier​.
Products, Services and delivery have got to be good enough however with exceptional support and customer service, customers are going to be far more forgiving and prepared to walk through any minor issues along the way​.
​It’s absolutely paramount that you look after your customers, understand them, have a forensic understanding of what it is they need, why they need it and how it can be served.
We don’t want to shoe-horn something just to make a sale, it’s got to be acquiring a new customer because we understand what it is that they are trying to achieve.
We have now implemented a new customer on-boarding process as well as ensuring that we have multiple customer touch-points through the contract year....by doing this we demonstrated a 10% increase in customer retention based on revenue.
The big thing for me is to be inquisitive with your customers, ask the question that leads to the next question.  If you are naturally inquisitive and make an honest response and act with integrity the tough conversations are much easier and you have many, many more good conversations. 
Read the full podcast transcript below (please note that in some cases the wording has been slightly altered for ease of reading but the emphasis remains exactly the same):