Finally Some Good News About Customer Experience

A Head Above the Rest

A customer is deciding between two companies that have the same product, the same style, the same availability, the same pricing… who gets the business? What if a company has a so-so product? For many buyers, the single most important deciding factor is service.
Joey knows that these days you can go just about anywhere for a product. No longer are you limited to the local store or even the regional mall for product selection and pricing. To cut through the competition, businesses need to look to the customer’s experience (both pre- and post-sale) to set them apart from the rest.
Additionally, businesses need a platform to not only share their superior service but also give customers an opportunity to share their own stories of positive experiences with the world (and your prospects!).
Getting to the point of brand recognition for superior service takes time, energy, and a focus on staffing with customer service in mind. Professionals who know, appreciate, and share the importance of customer service will carry your brand to the top.

In This Episode

• How a focus on sales and prospects has led to a decreased focus on customer retention and experience
• Why improving the customer experience doesn’t mean a huge dollar investment in fancy tools or expensive training
• How carefully integrated AI leads to happier customers and happier sales
• Why a successful customer experience means embedding CX-minded staff at every level of your organization

Quotes From This Episode

“A bunch of little things add up to a big thing over time.” —@jaybaer
“It’s often challenging to place a monetary value on a customer feeling good.” —@thejoeycoleman
Be a decent human being and your business will do well. Click To Tweet
“Committing to and focusing on caring about the experience that your customers have when they interact with you requires work.” —@thejoeycoleman
Technology is a great way to make the customer experience more effortless and more efficient. Click To Tweet
“The revenue implications for customer service are different than they were in previous eras when all of those interactions were private.” —@jaybaer

“Before you get too deep into the cool new wizbang customer experience touch point 4000 software implement, you need to make sure that your people actually know how to deliver a positive customer experience.” —@thejoeycoleman

“Most employees that we’re asking to create a remarkable customer experience have never experienced a remarkable customer experience themselves.” —@thejoeycoleman
You need to embed customer experience minded folks in every single aspect of your organization Click To Tweet
“Random acts of kindness. These things blow people’s minds.” —@thejoeycoleman
These tiny little things can completely change the face of customer experience on the planet. Click To Tweet
“They’ve empowered their employees to create remarkable experiences. They create remarkable experiences for their employees.” —@thejoeycoleman

“There needs to be a straight path to senior management for customer experience and every department in the organization needs a healthy number of people within it who live and breathe customer experience all day everyday.” —@thejoeycoleman

“There is nothing you do as an organization that isn’t connected to the customer experience.” —@thejoeycoleman

Resources

• Joey Coleman on Twitter: @thejoeycoleman
• Experience This! Show
• SpeakPipe
• Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days