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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 BlackSuch 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 look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support to the crucial element of face time with customers for each member of your organization.
Bite-Sized Delight From the Episode:
- Your customer experience is being compared to everyone, not just companies in your industry.
- All employees can benefit from dealing with customers.
- Be clear about what you can and can’t do and manage expectations.
CX PRESS: The Outsized Impact of Invisible Service Providers [01:06-07:37]
An invisible service provider is someone the customer never sees or interacts with who nonetheless has an outsized impact on the customer experience. An example of this is the housekeeping if you’re staying at a hotel. When they fail at doing their job, the customer notices, even if they’ve never interacted with that person, and another employee has to deal with hit. The key is to get these employees in front of customers, even if they don’t regularly interface with customers.
Tweetable Quotes
Get every employee that you have in front of customers on a regular basis.” #CX Click To Tweet
Every time I’ve spent time in a call center I always come back to my desk with a hundred things I want to do because I’m so inspired by what I’ve heard.” #CX Click To Tweet
Takeaways
- Identify the invisible service providers in your business and offer customer service training since their roles include providing this.
- Find ways to make invisible service providers more visible, even if it’s not live and in person.
I LOVE IT/CAN’T STAND IT!: Contacting Customer Service [07:38-21:40]
Everyone has experienced this at one time or another: the joy and horror of contacting customer service. We go over our highlights (and lowlights) of reaching out for help and we also get some calls from our listeners to hear what they think.
Tweetable Quotes
It’s such a good feeling as a customer to know that a brand is paying attention and willing to help solve my problem quickly and publicly. #CX Click To Tweet
Don’t try to force your customers into a channel they don’t want to use. #CX Click To Tweet
Takeaways
- Be upfront with customers about what you can and can’t do and you’ll manage expectations appropriately.
- Empower your customer service to be able to go above and beyond, and you’ll reap significant benefits.
THIS JUST HAPPENED: The Healthcare Industry and the Explanation of Benefits [21:41-27:14]
In response to our segment about the Healthcare Industry in episode 9, we received a tweet pointing us to Network Health Wisconsin. They explain health insurance using everyday language, and it’s really refreshing to see a company approach their industry this way.
Tweetable Quotes
The more you make your customers happy, the more it will make your employees happy. #CX Click To Tweet
Takeaways
- Look out for the jargon in your industry and make sure you find a way to translate those for your customers.
- Remember that customers don’t always speak the same language that you do, so sometimes the simplest words carry the most weight.
CHECK OUT THIS NUMBER: Why an Exceptional Customer Experience is Crucial [27:16-29:58]
78% of customers will drop your business after one bad customer service experience. Dan and Joey talk about why the customer experience bar is getting higher, and how you can make a difference.
Tweetable Quotes
We’re living in an era where the last great differentiator is the experience you give your customers. #CX Click To Tweet
Takeaways
- Focusing on providing a great customer service is vital in a more connected world.
- You’re not just competing against other people in your industry; it’s also Apple, Amazon, Netflix, Tesla, and all the companies out there who are committed to creating remarkable customer 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?
- Episode 9 – How Restaurants, Health Insurers, and Nike Make Remarkable Experiences
- Network Health Wisconsin on Twitter
- The Outsized Impact of Invisible Service Providers
- Understanding Health Insurance
- The 5 9 Customer Service Index
See you next week!
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