In this episode, Michael Denehey interviews Amanda Jones, based in Hobart, Tasmania, Australia. Amanda is a marketing manager at Collins SBA. She describes her working ethos as “people first”. She has demonstrated experience in customer experience mapping and journey mapping for global brands and small to medium business owners. Returning home after working in Sydney, NSW, and New York, USA, in marketing and media advertising roles, with her 25+ years of experience in sales and marketing. Amanda helps business owners look for the competitive edge in their customer and client journey by prioritizing and developing customer experience with the utilization of the 5 E’s. She says, “Look how you can boost brand loyalty and reputation at every touchpoint.” This Cast Covers: What is customer experience? The importance of customer experience. How customer experience is the sum of all interactions. The difference between customer experience and customer service. Developing brand loyalty, and reputation. Looking for a competitive edge in businesses. Retention and repeat customers. How to keep the customer engaged at every opportunity Utilization of the 5 E’s to find your edge Links: Amanda's LinkedIn Collins SBA Additional Resources: Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei     Quotes: “Customer Experience is the sum of all many touchpoints and interactions.” —Amanda Jones. “I always think about customer service as just one of those interactions within the end-to-end customer experience.” — Amanda Jones. “Our customers are changing their wants and needs, their expectations are changing, and competitors come along, so it's one of those things we need to prioritize.” — Amanda Jones. “The big one for me, I, is to understand where there's an opportunity for retention or repeat customers, because we all know that it costs more in people, time and money to go out and find new customers.” — Amanda Jones. “Look at how you can boost brand loyalty and reputation,  it should be a  long-term game.” — Amanda Jones.     Music from https://filmmusic.io “Cold Funk” by Kevin MacLeod https://incompetech.com. License: CC by http://creativecommons.org/licenses/by/4.0