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How Game of Thrones Turns Customer Experience on Its Head With a Single Block of Ice

Posted Under: Experience This!
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About Experience This!:

Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience!

Apple Podcast Reviews:

Love these characters! Joey and Dan break down the customer experience, uh, experience, in a fun way.

by Brief is the New Black

Such a great pair! I have followed both of these guys online for a while and was stoked that they teamed up for a podcast. The podcast is super easy to listen to and provides a lot of insight that is actionable for my work. Excited for what is to come. Thanks Joey and Dan!

marykmetcalf

Two things can transform the experience of any customer: trust and superfans. Trust your customers, tell inside jokes to superfans, and you will be rewarded with repeat business.

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Bite-Sized Delight From the Episode:

  • How engaging with superfans means niched content that creates viral advocates
  • Why building a long-term customer base means trusting them to do the right thing
  • How bringing marketing, sales, and customer service under the same wing where everybody is communicating leads to better serving our customers.

CX PRESS – Game of Thrones [00:56 – 06:10]

Tweetable Quotes

It's really important for companies to not ignore their superfans. #CX http://bit.ly/2yomEf7 Click To Tweet
The more they feel that they are loved and appreciated by your business, the more rabid those superfans will become. Click To Tweet
The most trustworthy people on social media are our friends. #CX http://bit.ly/2yomEf7 Click To Tweet

Takeaways

  • While most content is meant to engage with a broad base of users, superfans require hyper-specialized content with narrow appeal.
  • Superfans are one of the most reliable and rabid marketing vehicles — if you treat them right.
  • It may seem boring to you, but if the superfans love it, it will be hugely successful.

DISSECTING THE CUSTOMER EXPERIENCE – Land’s End [06:10 – 13:07]

Tweetable Quotes

Land's End trusts its customers to do the right thing, and the customers are on to that trust. #CX Click To Tweet
If you give them the freedom and you show trust, then they're going to do the same back to you. #CX Click To Tweet
It would be nice just to bring some more humanity back to the story. #CX http://bit.ly/2yomEf7 Click To Tweet
Companies are realizing that customers are not going to put up with a lot of these old policies anymore. #CX Click To Tweet
Let's stop treating all of our customers as if they exhibited the behavior of our worst customers. #CX Click To Tweet

Takeaways

  • The most important value you can show your customers is that you trust them.
  • Look at your policies and procedures through your customer’s eyes to figure out whether they still make sense to customers.
  • Don’t punish all your customers through policies aimed at the few bad eggs of the bunch.

BOOK REVIEW – They Ask, You Answer [13:07 – 27:25]

Tweetable Quotes

At this point, businesses have to get rid of the silos. #CX http://bit.ly/2yomEf7 Click To Tweet
It does not matter what business you're in, you can be the expert in your field. #CX http://bit.ly/2yomEf7 Click To Tweet
Your businesses aren't as different as you think they are. #CX http://bit.ly/2yomEf7 Click To Tweet
We're all in a battle for trust and if we remember that, we can do some pretty incredible things. #CX Click To Tweet
The greatest companies and modern-day rule-makers are obsessed with consumer fear. #CX http://bit.ly/2yomEf7 Click To Tweet
We expect the brands that we do business with to be open and honest with us. #CX http://bit.ly/2yomEf7 Click To Tweet
If you try to be all things to all people, you end up being nothing to anyone. #CX http://bit.ly/2yomEf7 Click To Tweet

Takeaways

  • You can always learn from the success of others, no matter how different their business or field may be from your own.
  • Some of the best customer experience data can be found with your employees if you just think to ask them.
  • With some forethought, a project to improve customer experience can also build employee morale at the same time.
  • Obsessing over customer fear moves your business closer to building customer trust.
  • Sometimes the best way to build credibility is by telling a customer your product isn’t right for them.

Be a Part of the Show!

We’d love to hear about your great customer experiences, which segments you like, and your ideas for future episodes!


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