Ridiculously Simple Customer Experience - Meet the Experts with Cory Mosely

In this episode of Meet the Experts, Cory Mosely interviews me about the book "Ridiculously Simple Customer Experience" (co-authored by Conner Stauning). Among other things, the interview reveals the 4 ridiculously simple steps that Customer-First Companies routinely take to make every customer experience a great one.

Providing a great customer experience every time isn't hard, but it does require that everyone from (especially) the top to the frontline team has a passion for serving the customer. When you put the customer first, you enjoy great online reviews, repeat business, pricing power, and lower employee turnover (just to name a few of the benefits of this approach).

To learn how ridiculously simple it is for you to turn your company into a CX Juggernaut, spend a few bucks on our new book: https://www.amazon.com/Ridiculously-Simple-Customer-Experience-Juggernaut/dp/B0C6P8H75D

“What’s a CX juggernaut?” you ask.

We think the simplest way to explain this is to point to Chick-fil-A. Chick-fil-A is a CX juggernaut.

Despite being closed on Sundays and despite the constant calls for boycotts because of stances on controversial issues, the average Chick-fil-A restaurant earns more revenue per year than the average Wendy’s, Burger King, KFC, and Subway… combined!

The benefits are clear: pleasing the customer – that is, creating a great customer experience (CX) – leads to greater revenue and profits, while reducing marketing and other costs. Moreover, CX done right increases employee satisfaction – reducing negative turnover and freeing up your frontline managers to lead instead of being caught in the never-ending cycle of recruiting and hiring.

Plus, when you’re a CX juggernaut like Chick-fil-A, everything about you is perceived to be better than the reality. More importantly, perceived to be better than the competition. No offense, but Chick-fil-A makes a very good chicken sandwich. It’s fried chicken on a bun, topped with two pickles. It’s not the best, though because of their commitment to a customer-first strategy, it is perceived as the best by their raving fans.

Chick-fil-A is a customer-first company, and it shows in everything they do.
Without customers, you don’t have a business. And even if you’re fortunate enough to work for or run an organization that enjoys a monopoly (think: power companies; public schools; etc.) or an oligopoly (think: airlines; telecom; etc.), you can still benefit from employing a customer-first strategy. Working to ensure great customer experiences gives you increased pricing power while lowering certain employee costs (think: reducing turnover and the need to staff an ever-growing customer service department). #customerservice #customerexperience #onlinereputation #cx #customerreview

Тэги:

#customer_service #customer_experience #cx #chick-fil-a #popeyes #restaurant_service #customer_loyalty #online_reviews #online_reputation_management

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