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
Five year business plans? More like 500 year business plans! Good customer service combined with a deep knowledge of your buyer’s tools, behaviors, and complaints can help your business rise above the competition and win the race for year after year (after year after year after year…).
Bite-Sized Delight From the Episode:
- Encourage playful interactions with your customers to create an experience that makes them feel comfortable about your product/service.
- How moving past the hottest trends of today leads to a marketing plan that outlasts the rest.
- Why customer complaints can be a godsend to turning your company’s detractors into an army of advocates.
This Just Happened – I See a Little Silhouetto of a Man
[00:57 – 06:40]
Making your product more human and approachable means adding playful Easter eggs to the features that people may not discover right away. Once found, they will be more interested in what you do and engaging with your products on a deeper level.
'No, No, No, No, No.' - Siri #CX http://bit.ly/2ilLllt Click To Tweet
'OK, the most awesome person in the world.' – Siri, when you’ve told her this is your name #CX http://bit.ly/2ilLllt Click To Tweet
- Hiding little moments of surprise and delight in your product/service increases customer engagement.
- By encouraging playful interactions, you can create an experience that makes customers feel more comfortable about using your product/service going forward.
- The more you can make your interactions fun, the more it will convince your customers to use your product/service for its intended purpose.
WHAT ARE YOU READING: Perennial Seller [06:40 – 10:35]
If you want your company to be around for generations to come, plan for it! Business planning can, and should, look far beyond current events to guarantee its success now and for the distant future.
Creating something that stands the test of time goes against the new shiny object technology feel. #CX Click To Tweet
Most American companies tend to play more for the quarter as opposed to long-term. #CX Click To Tweet
- In the world of instant gratification and rapidly changing markets, it’s still possible to create a product that will sell for hundreds of years.
- If you create an offering that’s going to work well and really satisfy the needs of your customer, the chances are that you’ll be able to sell that product for a long time.
- Often it’s less about the design, features, or functionalities of the product. It’s about the benefits that the product is going to give the customer.
CX PRESS: Why Customers Complain [10:35 – 22:38]
A complaint, when handled properly, does not always mean a lost customer. It can even help your business get better! Saying you’re sorry does more than make a customer stop yelling. It makes the relationship salvageable and gives you an opportunity to learn from what went wrong.
Sometimes the apology really solves the problem yet so many companies don't want to give one. #CX Click To Tweet
Companies are often too afraid of complaints, but complaints can be a good thing. #CX http://bit.ly/2ilLllt Click To Tweet
- Superior customer service and retention can be as simple and easy as saying, “I’m sorry.”
- Give your customers lots of different ways to contact you. Contacting you is a lot better than having them walk away from your business.
- Make sure you are available when it makes sense for your customers, not just when it’s convenient for you.
- Listen to complaints carefully and consider them an inside look at what is and is not functioning well in your business.
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?
- Siri sings “I See a Little Silhouetto of a Man”
- Perennial Seller by Ryan Holiday
- Why Customers Complain and How It Can Help Your Business
- Focus on Customer Service podcast – How Nextiva Makes B2B Social Care Cool
See you next week!