Why Anticipating Your Customer’s Needs Makes All the Difference

Bite-Sized Delight From the Episode:

• What you can learn from one commuter train line about anticipating your customer’s needs.
• Why listening to customers is more vital than ever as technology gets more and more complicated.
• Chris Strub’s journey volunteering in 50 states over 100 days.
• What you can learn about customer experience from Star Wars.

CX PRESS: Everything Is Too Complicated [01:02-9:23]

This week’s article is by Nilay Patel for the Verge, entitled, “Everything is too complicated.” Technology is evolving rapidly, and Patel makes the case that it may be getting to a pace that’s faster than anyone could possibly be expected to keep up. In the article, he compiles a list of overheard questions about technology to highlight just how confusing technology has gotten, and ask if there’s a better way.

Tweetable Quotes

The tech industry is starting to make too many assumptions about our understanding of technology. #CX Share on X
It’s the job of the business to make it easier for the customer.#CX Share on X
Remember that not all customers are tech-savvy. #CX Share on X
Customers will tell you what they love about your product if you listen. #CX Share on X

Takeaways

• Remember that not all customers are tech-savvy.
• Try anticipating your customer’s needs and prepare accordingly—not every customer is the same.
• When all else fails, listen to customer feedback.

THIS JUST HAPPENED: Metra Delay [9:25-17:26]

Dan takes Metra, the Chicago train system, into the city fairly frequently to get to work. Metra is famously reliable, but even they will sometimes have a train that runs late. Anytime this happens, however, they have a team of people ready to anticipate their customers’ needs and provide a train delay notice.

Tweetable Quotes

For every train that is late, Metra provides train delay notices. #CX Share on X
Yes it’s easy, simple, and cost-effective, but most of all it’s thoughtful. #CX Share on X
Your problems can cause other people problems. #CX Share on X
Anticipate the emotions of your customer. Share on X

Takeaways

• Your problems can cause other people problems.
• Anticipate your customer’s needs by addressing the emotional rollercoaster that your customer is on when they’re doing business with you.
• Be human in your interactions and have fun with it.

WHAT ARE YOU READING: 50 States, 100 Days [17:26-26:43]

Dan has been reading a new book by his good friend Chris Strub, a social media and live video consultant whose goal in life is simply to help other people. To do this, in 2015 he drove to all 50 states (except Alaska and Hawaii) in 100 days, where he worked with a different children’s organization in each state and interviewed the staff.  We look at his amazing journey and talk about why travel is so important.

Tweetable Quotes

Chris became the first person to live stream in all 50 states. #CX Share on X
In every state, Chris had someone from each nonprofit sign his car and write an inspirational quote. #CX Share on X
Chris can recall every single stop on the journey and tell a story. #CX Share on X
Travel creates experiences, you can’t travel without having some interesting experiences and stories. #CX Share on X

Takeaways

• Try to go somewhere new this year and get outside of the norm, because travel creates experiences.
• Travel creates automatic rapport.
• Chris created his own experience, which made it memorable and impactful.

CHECK OUT THIS NUMBER: 7.5 billion [26:45-28:31]

This is definitely the biggest number we’ve had in this segment, and for good reason: 7.5 billion is the number of box office dollars generated by the 10 Star Wars movies. “3 Things Star Wars Teaches Us About Customer Experience” explains more on the SmarterCX website.

Tweetable Quotes

Takeaways

• Check out “3 Things That Star Wars Teaches Us About Customer Experience” to learn more.

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?

• “Everything is too complicated” by Nilay Patel
• 50 States, 100 Days by Chris Strub
• “3 Things Star Wars Teaches Us About Customer Experience” on Smarter CX
• Smarter CX by Oracle

See you next week!