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How a Sink and a Mastermind Dinner Can Transform Customer Experience

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

In life and customer experience, it’s all about the little things. From faucets to playing host at a party, you can create a truly exceptional experience with careful attention to small but simple details that won’t go unnoticed by grateful customers.

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 Click To Tweet
Customers don't care about how your company is organized. They care about one experience. #CX http://bit.ly/2wipmOE Click To Tweet
You should be required to at least know where the customer is coming from. #CX http://bit.ly/2wipmOE Click To Tweet

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 Click To Tweet
Customer intelligence. It's like espionage, but nice. #CX http://bit.ly/2wipmOE Click To Tweet
Hey, we really appreciate your business, and we thought you might enjoy some XYZ. #CX http://bit.ly/2wipmOE Click To Tweet
They got all this great social media coverage by being decent human beings. #CX http://bit.ly/2wipmOE Click To Tweet

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 Click To Tweet
It was really connecting at a more personal and emotional level. #CX http://bit.ly/2wipmOE Click To Tweet
It's like darts, but with bigger consequences. #CX http://bit.ly/2wipmOE Click To Tweet
When they interact, it makes you look better. It builds your brand. #CX http://bit.ly/2wipmOE Click To Tweet

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!


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