QFF 25+ years in sales and marketing and a working ethos of “people first”. Helping entrepreneurs find the competitive edge, including facilitating customer experience workshops utilising the 5 E’s. (Episode 253 - Amanda Jones)

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.”

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“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.

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