The customer experience impacts all areas of your business, but how do you get started? In this episode, we will provide you with 7 steps, along with examples and case studies to help you create a great customer experience strategy.
Customer experience is a top priority to businesses and the reason is simple; the companies that focus on customer experience reduce churn and increase revenues - leading to higher profits! For many, customer service and customer experience are seemingly interchangeable. Yet, one is a single touchpoint with a brand, while the other impacts feelings and emotion, and encompasses the entire customer journey.
► Episode Highlights:
EP 119
00:00 - Preview
00:27 - Intro
04:11 - Customer service at the Yankees game
11:37 - Delivering exceptional customer experiences
13:13 - What is a customer experience?
17:46 - Johnson Security customer experience
19:29 - 7 ways to improve your customer experience
20:17 - Create a clear customer experience vision
23:44 - Understand who your customers are
25:38 - Create an emotional connection with your customers
30:51 - Capture customer feedback in real time
32:32 - Use a quality framework for development of your team
33:32 - Act upon regular employee feedback
35:43 - Measure the ROI from delivering great customer experience
36:56 - Closing thoughts
41:21 - Credits
► Listen to the full session on the Commerce and Chill podcast:
https://podcasts.apple.com/us/podcast/commerce-chill/id1496451217
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