How an Unexpected Customer Experience Becomes Remarkable

How an Unexpected Customer Experience Becomes Remarkable

How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone.

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Full Episode Details

How an Unexpected Customer Experience Becomes Remarkable

Bite-Sized Delight From the Episode:

  • Why an unexpected customer experience creates powerful word-of-mouth.
  • The difference between how you think you impact your brand and how customers experience it.
  • How you can take a page from the Cubs.
  • An opportunity to learn more about customer experience.

DISSECTING THE EXPERIENCE: An Unexpected Customer Experience  [01:57-11:12]

We talk a lot on the show about getting the little things right because when you make something remarkable that is completely unexpected you get people talking. When Dan was at the Social Media Marketing World Conference in San Diego, he had an unexpected customer experience in the restroom, of all places, that he’s still talking about.

Tweetable Quotes

If someone can make an experience out of a urinal, then what can you do for your business? #CX Click To Tweet

A remarkable experience doesn’t have to be earth-shattering, just unexpected. #CX Click To Tweet

Customer experiences can occur absolutely anywhere. #CX Click To Tweet

The most unexpected experiences are the most remarkable. #CX Click To Tweet

Takeaways

  • If someone can make an experience out of a urinal, you can make an experience out of your business.
  • Customer experiences can occur absolutely anywhere.
  • Get creative: sometimes the most unexpected experiences are the most remarkable.

CX PRESS: Seeing Eye to Eye [11:14-25:24]

This week, we’re looking at Jennifer King’s article, “Brands and Consumers Differ on What Makes a Poor Brand Experience.” InMoment surveyed 2,000 internet users and 1,000 US brand professionals, and the results showed that brands don’t seem to be in touch with what consumers are thinking. Customers feel that staff makes a significant impact on the customer experience, while brands significantly underestimate the impact that employees can have.

Tweetable Quotes

When customer experience is everyone’s job, then it is no one’s job. #CX Click To Tweet

Brands significantly underestimate the damage employees can do to their customer experience. #CX Click To Tweet

Companies understand that they need to change, but aren’t able to make the right change. #CX Click To Tweet

Customer service remains a key piece of the customer experience puzzle. #CX Click To Tweet

Takeaways

  • Brands must talk with and listen to their customers to understand their needs and pain points.
  • Customer service remains a key piece of the customer experience puzzle.
  • Understanding that you need to do better is the first step.

THIS JUST HAPPENED: Do Simple Better [25:25-34:48]

Cubs coach (who, as Dan reminds us, are the 2017 World Series Champions) Joe Madden has a saying: “Do simple better.” This came to mind when Dan was at a Chicago restaurant called Osteria Via Stato and noticed the way they labeled their swinging doors. One side just said “yes,” and the other simply said “no.”

An unexpected customer experience

Tweetable Quotes

Do simple better. - Cubs Coach Joe Madden #CX Click To Tweet

Simple is good for everyone. #CX Click To Tweet

Put yourself in your customers’ shoes. #CX Click To Tweet

Make it easy for your customers. #CX Click To Tweet

Takeaways

  • Do simple better, reduce the number of interactions, reduce the friction points, create an unexpected customer experience, and wherever you can simplify is a place to improve.
  • Simple is good for everyone, the simple solutions free up time for your employees that would otherwise have to spend explaining things.
  • Put yourself in your customer’s shoes.

CHECK OUT THIS NUMBER: 45% [34:50-37:45]

45% of attendees of a recent Oracle CX webinar believed that customers want more, but that those expectations are reasonable. So if so many companies recognize that they need to do more, why are we waiting to start doing it? Oracle’s Modern Customer Experience Conference is coming up in Chicago, April 10-12, where you can learn more.

Tweetable Quotes

Businesses realize they could be doing more, so let’s make those changes. #CX Click To Tweet

Stop thinking about customer experience and talking about it— start doing it. #CX Click To Tweet

Takeaways

  • Attend the Oracle Modern Customer Experience Conference to learn how you can do create an unexpected customer experience and more.

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


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