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

Posted Under: Experience This!
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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

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 http://bit.ly/2j4MUBf Share on X

Takeaways

  • 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 http://bit.ly/2j4MUBf Share on X
Establish trust with your customers by telling them the whole story. #CX http://bit.ly/2j4MUBf Share on X

Takeaways

  • 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 http://bit.ly/2j4MUBf Share on X

Takeaways

  • “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 http://bit.ly/2j4MUBf Share on X

Takeaways

  • 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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