Adam Alfia: Disrupting the CX Industry with Real Time Feedback
Our guest today is Adam Alfia, a serial entrepreneur, and the Founder & Managing Director at Real Time Feedback. Real Time Feedback is an award-winning customer engagement platform that allows customers & employees in your stores/venues to easily & instantly communicate with management. By using smart QR codes, customers/guests & employees can easily let management know not only about issues and concerns as they happen, but also about employee accolades as well as recognition. Adam is a customer service aficionado and can’t stand when companies deliver a sub-par experience. He hopes that Real Time Feedback will help companies learn more about customer experiences as they happen and give them a chance to correct the issues. Adam Alfia graduated from SMU in only 2.5 years on an academic scholarship and started a European auto repair shop, motivated by a business plan project assigned by his professor. Within five years, he expanded the auto repair facility to four locations and sold them all in 2005 for $7.5m.
In 2010 Adam secured a national contract with Infiniti, the auto manufacturer, to include the personal assistant service on every vehicle they sell. Since then, his company Maestro has grown to include Nissan, Infiniti, Mitsubishi, and Subaru. Along the way, Adam has launched a successful chain of restaurants called Shell Shack. Adam has 6 kids and has been involved in over 25 businesses thus far.
In this episode, Dean Newlund and Adam Alfia discuss:
- What customers want from giving feedback
- Why it’s important to act upon people’s feedback
- The two benefits of making feedback accessible
- Don’t be afraid of asking for feedback
- Consumers rarely ever get something in return for sharing information based on their experience. What they really want is for somebody to respond immediately when they give feedback.
- The customer experience would be absurd when they see the feedback they submitted immediately realized in the establishment. Seeing their feedback come to life will make the customer feel heard and cared for.
- When you have immediate feedback freely available in the area of your business, there are two benefits. If it’s positive feedback, you can turn that into a google review and if it’s negative feedback, then you can catch that review and respond accordingly before it turns into a bad review.
- Don’t be afraid of asking for feedback. It’s better to hear it and be hurt in the present than to keep going forward unaware of what is eventually going to cause your business’s downfall.
“Not only does the customer have something to say that they want a response, they want a response now.” — Adam Alfia
See Dean’s TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I
Connect with Adam Alfia:
Connect with Dean:
The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/
Show notes by Podcastologist: Justine Talla
Audio production by Turnkey Podcast Productions. You’re the expert. Your podcast will prove it.