#13 CUSTOMER SERVICE DONE WELL: What SMEs Get Right and Wrong

This episode of Fresh Perspectives explores what great customer service really means for SMEs and why it is a growth lever rather than a hygiene factor.

Rob Brown is joined by Charles Richards, UK Head of Digital Client Service at Azets, to unpack how customer experience directly affects retention, lifetime value, referrals and team engagement. We discuss why clear service standards matter, how SMEs can listen properly to customer feedback, and where service breakdowns most commonly occur.

The conversation focuses on the moments that matter most to customers, including onboarding, issue resolution, renewals and pricing conversations. Charles explains how SMEs can use feedback loops, simple metrics and leadership visibility to improve service without over engineering the process.

This is Part 1 of a three-part series on customer service, technology and AI, and sets the foundation for how SMEs can deliver consistently strong experiences.

You can connect with Charles Richards on LinkedIn.

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Fresh Perspectives is the business podcast from Azets where advisers, experts and leaders share fresh thinking to help you move forward with confidence.

Each episode explores real-world challenges and opportunities for business owners and entrepreneurs, from finance and growth to leadership and technology.

Formerly Bang The Drum, the show continues Azets’ commitment to sharing practical advice, new ideas and inspiring stories from across the business community.

This podcast has featured at #1 in the Apple Podcast charts for Management podcasts and #19 in the Apple Podcasts charts for Business podcasts.

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