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You Should Be Working Harder to Know Your Customers and Answer Their Questions

Posted Under: Experience This!

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!


We could all be doing more to answer customer questions, pre-empt their needs, and deliver a pitch-perfect customer experience.

Experience This! Episode 10Bite-Sized Delight From the Episode:

  • Most online shoppers can’t make a purchase without needing to contact customer support.
  • More and more users are turning to Google with “how-to” search queries.
  • Build trust by telling your customers the whole story—not just the part that benefits you financially.

DISSECTING THE EXPERIENCE: It’s the Little Things [01:17–07:38]

Small moments of personalization left a big impact on Dan during a recent trip to a car dealership. As Dan can attest, using someone’s name can personalize a customer experience in a meaningful way.

Tweetable Quotes

The most pleasing sound to the human ear is the sound of our own names. #CX Share on X


  • Dan’s car dealership used both simple and sophisticated technologies to identify him and personalize his experience accordingly.
  • Small, photo-worthy CX moments can have a strong impact on the word-of-mouth surrounding your business.
  • Using a customer’s name is a simple, impactful way to personalize a customer experience.

THIS JUST HAPPENED: Giving Your Customers the Whole Truth [07:52–16:15]

Joey’s recent routine oil change turned out to be a much pricier trip to the auto shop than he’d anticipated. However, what could have been a slimy up-sell remained a positive customer experience thanks to this business’s commitment to building trust with its customers.

Tweetable Quotes

Trust helps us decide which companies we want to continue doing business with. #CX Share on X
Establish trust with your customers by telling them the whole story. #CX Share on X


  • Being transparent with your customers—habitually, and not just when it serves you financially—plays a major role in building trust.
  • Businesses must be as truthful with their less-knowledgeable customers as they are with their engaged, knowledgeable customers.

CX PRESS: More and More Users Are Turning to Google to Ask “How To” [16:36–22:30]

“How-to” searches are on the rise, reinforcing that Google is one of the first places customers go to find answers to their questions. Creating high-value content to answer these questions and educate potential customers should be a top priority for your business.

Tweetable Quotes

The customer experience starts with the first Google search. #CX Share on X


  • “How-to” searches have increased by more than 140 percent since 2004, according to new research from Google.
  • How-to content helps your business stand out from the crowd when customers are on the hunt for answers.

CHECK OUT THIS NUMBER: Most Online Shoppers Can’t Complete a Purchase Without Help [22:49–24:56]

83 percent of customers shopping online require some support or service to complete their purchase. That’s not good, given how many customers turn to online shopping for the convenience of a self-serve shopping experience.

Tweetable Quotes

83% of online shoppers require some type of support or service to complete their purchase. #CX Share on X


  • Most customers who are shopping online turn to customer support to complete their purchase.
  • Companies like Amazon maintain top-notch customer experience by minimizing the need to contact customer support when making a purchase.

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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See you next week!

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