How a Sink and a Mastermind Dinner Can Transform Customer Experience

Bite-Sized Delight From the Episode:

• The smallest changes can have a big impact on customer experience, so it’s key to communicate across the organization and ensure everybody has a clear map of the customer’s journey.
• Two customer experience advisory boards (one for customers, one for employees) can completely turn your business around… in a good way!
• When you introduce interesting and influential people to each other and sparks fly, and chemistry happens, they will always remember who made the introduction.
• Engaging with all customers, happy and angry, on social is a huge opportunity to grow your brand. So start tweeting!

THIS JUST HAPPENED – I Just Want to Iron My Shirt [00:55 – 07:12]

Tweetable Quotes

These were two different departments that were siloed and didn't talk with one another. #CX http://bit.ly/2wipmOE Share on X
Customers don't care about how your company is organized. They care about one experience. #CX http://bit.ly/2wipmOE Share on X
You should be required to at least know where the customer is coming from. #CX http://bit.ly/2wipmOE Share on X

Takeaways

• Even the smallest changes can have a big impact on customer experience, so it’s important to communicate these across the organization from the beginning.
• At the end of the day, we have to consider how our customers are using our products because they don’t care how we are organized.
• To avoid a customer experience nightmare, make sure everybody on your team has a clear map of the customer journey.

CX PRESS – Collecting Customer Data [07:12 – 14:42]

Tweetable Quotes

Your customers will become more loyal because no other business is doing this. #CX http://bit.ly/2wipmOE Share on X
Customer intelligence. It's like espionage, but nice. #CX http://bit.ly/2wipmOE Share on X
Hey, we really appreciate your business, and we thought you might enjoy some XYZ. #CX http://bit.ly/2wipmOE Share on X
They got all this great social media coverage by being decent human beings. #CX http://bit.ly/2wipmOE Share on X

Takeaways

• Customer experience and employee experience are intertwined; you can’t improve one if you don’t improve the other.
• Using social media to stalk, I mean, research your customers can guide employees in making their experiences remarkable.
• Happy employees make happy customers who make happy business owners.

DISSECTING THE EXPERIENCE – Mastermind Dinner in Denver [14:42 – 27:15]

Tweetable Quotes

I had a lot of trust that there was a method to his madness even though I didn't know what that would be. #CX Share on X
It was really connecting at a more personal and emotional level. #CX http://bit.ly/2wipmOE Share on X
It's like darts, but with bigger consequences. #CX http://bit.ly/2wipmOE Share on X
When they interact, it makes you look better. It builds your brand. #CX http://bit.ly/2wipmOE Share on X

Takeaways

• When you introduce interesting and influential people to each other and sparks fly, and chemistry happens, they will always remember who made the introduction.
• Facilitating networking for other people is a secret way of networking for yourself too!
• Knowing and researching your audience ahead of a client dinner gives you the opportunity to arrange something remarkable and memorable.
• The best marketing dollars you can spend is treating your clients to amazing experiences.

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!

Are You Looking for Things We Referenced?

• You Can Collect Customer Data and Deliver a Better Experience Without Violating Privacy by Michel Falcon
• MastermindTalks
• Mastermind Dinners: Build Lifelong Relationships By Connecting Experts, Influencers, and Linchpins
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now from our friends at Oracle CX Cloud

See you next week!