How One Company Makes Classroom Learning Into a Remarkable Customer Experience for Kids

Bite-Sized Delight From the Episode:

• What classroom learning can teach us about creating a remarkable customer experience.
• How one teacher has created a company that changes the way kids experience science.
• How our experiences at school carry over into the workplace.
• Why speed matters when resolving a customer service issue.

DISSECTING THE EXPERIENCE: Steve Spangler Science [01:02-22:47]

An entrepreneur, speaker, author, and science teacher named Steve Spangler got connected to us via Convince and Convert’s Jay Baer to share his unique approach to teaching. His company, Steve Spangler Science, creates science boxes that you can do at home with your kids. We give the kits a try ourselves, with a team of young experts who get to the bottom of what the experience is really like for the customers that matter, and look at how lessons classroom learning can be applied to all businesses.

Tweetable Quotes

If we can spark this level of curiosity in students, why isn’t every teacher doing this? #CX Click To Tweet
Steve Spangler is the science teacher that you wish you had. #CX Click To Tweet
There is an amazing connection between classroom learning and the customer experience. #CX Click To Tweet
The whole opening of the science box was an experience in and of itself. #CX Click To Tweet

Takeaways

• Great teachers make great experiential learning opportunities.
• There is an amazing connection between classroom learning and the customer experience.
• The best experiences spark excitement, curiosity, and interest.
• The three qualities of any great teacher (or entrepreneur) are to connect, to engage, and to create unforgettable experiences.

LOVE IT CAN’T STAND IT: Going to School! [22:48-33:10]

We talk to 20 kids to find out what they love and can’t stand about school. We then compare how similar the experiences of kids at school can be to those we have in the workplace and talk about what Dan and Joey carried with them from their time in school.

Tweetable Quotes

We don’t enjoy when our work has to go home with us and we don’t have a clear end to the day. #CX Click To Tweet
These clips are representative of the typical experience in the workplace. #CX Click To Tweet

Takeaways

• These kids’ feelings about school are surprisingly similar to the typical experience in the workplace.
• Your experience as a kid with classroom learning can shape the way you perceive things later on.
• Not all of your customers are going to value the same things or experience things the same way.

CHECK OUT THIS NUMBER: 65% [33:12-35:12]

According to the Five9 Customer Service Index (which can be found on Smarter CX), 65% of consumers want their issue resolved in 15 minutes or less. In other words, more than half of everyone surveyed believe that speed matters when resolving a customer service issue.

Tweetable Quotes

65% of consumers want their issue resolved in 15 minutes or less. #CX Click To Tweet
More than half of all customers believe that speed matters when resolving an issue. #CX Click To Tweet

Takeaways

• More than half of everyone surveyed believe that speed matters when resolving a customer service issue, even if it’s just to say that you’re working on it.

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?

• Steve Spangler Science
• Smarter CX by Oracle

See you next week!