James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why organisations should put customers second, and James shares his four steps for proactively dealing with complaints.   Key takeaways (starts at 30:02): Be proactive with complaints by using the 4 step process (Identify, Monitor, Communicate and Compensate) Make sure metrics are aligned with the customer Use storytelling to sell initiatives Don’t use war-like wording when talking about customers.