217: Jill Schiefelbein, Dynamic Communication Crack the Customer Code

Change your perspective and approach at communication with Jill Schiefelbein, author of Dynamic Communication.
Dynamic communication for dynamic experiences We communicate a lot in business, and in many ways, business is actually built on communication. But in our efforts to craft the right message while transferring the right information, our communications work against us.
“Unless my words are producing direct action or change, I don’t think they’re successful.” - Jill Schiefelbein
All day long, we’re communicating with customers, prospects, colleagues, and bosses. So what should we communicate, how and when? How can we communicate in ways that not only convey information, but lead to action?
“People do not make decisions based on information. People make decisions based on knowledge.”-Jill Schiefelbein
Today’s guest Jill Schiefelbein explains her amazing approach at communication, and how you can use it to inspire real action. Sharing highlights from her book and real-life stories, learn how Jill’s principles can turn your words into action.
You'll never communicate with your boss, your co-workers, or your customers the same way again. Listen in!
Highlights from the interview:
What is dynamic communication, and how is it different? [3:30]
Jill explains the Uncertainty Reduction Theory, and how it impacts the customer experience. [ 5:30]
What does the word “panopticon” have to do with the customer experience? [10:45]
How does the Listening Matrix apply to sales and customer service? [15:35]
Jill explains how to level the power field to communicate up, down, and laterally. [21:10]
About our guest: Jill Schiefelbein is an award-winning entrepreneur, author, and recovering academic. She taught business communication at Arizona State University for 11 years before venturing into entrepreneurship. Jill’s business, The Dynamic Communicator®, helps organizations increase sales and create consumer advocates. Jill runs the Dynamic Accelerator program, helping solo- and micro-entrepreneurs accelerate business growth. Her latest book, Dynamic Communication: 27 Strategies to Grow, Lead, and Manage Your Business hit stores in March of 2017.
Connect with Jill
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Order Jill’s book, Dynamic Communication
Related Content 360Connext® post, Do Your Communication Tactics Undermine Your Intentions?
Customers That Stick® post, Communication: The Most Important Skill in Customer Service
Episode 211: Marcus Sheridan, They Ask, You Answer
Episode 168: Nate Brown, Service Center Engagement
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