How do you make a great first impression on a new customer and turn them into a lifetime loyal fan?
Customer Experience Design and Customer Loyalty within organizations are still not recognized as a team effort and business discipline. And some people still struggle with the difference between customer service and customer experience.
That’s why this 3-part series is completely focused on enhancing customer experiences! You’ll learn the three P customer experience matrix, which is a signature approach of The Inside View, so you can make a fine experience a joyful and positively memorable one for your customer.
Finish this episode, AKA part 1, knowing how to incorporate “Pure Joy,” “Ponderment/ Point of Pause,” and “Pivot” into your customer experience design, making every customer a raving fan and scoring high remarks in customer satisfaction every time.
I talk about:
- Customer loyalty and how to create connection with customers
- The difference between customer service and customer experience
- Personalizing the customer experience
- Receiving feedback with an open mind to improve the experience
- Getting through those moments customers want to run
- …And more!
Memorable Quotes:
-
“Customer experience is still not quite understood as a business discipline by a lot of small business leaders.” – Crystal D’Cunha
-
“Strategy number one when it comes to pure joy is to start to really personalize the experience as much as you can. Tailor it, customize it, and make it unique for that individual. Now, it’s not easy to do, but it’s very possible to do.” – Crystal D’Cunha
-
“We want to make sure that our customer feels that we’re committed and we are ready. And when you start to turn these points of pause, and you start to really reflect on them and approach them with an open mind, you can turn the points of pause into points of pure magic. You really can shift them to that joy moment as long as you are really intentional about it.”- Crystal D’Cunha
-
“When we train customer service, I always say, how can we ask our employees to provide that Disney experience, that exceptional service if they’ve never been to Disney, right?” – Crystal D’Cunha
-
“Give your team the tools to succeed in these pivot moments because the customer will pivot, my friend, and they’ll never come back. And one thing we know is that it costs eight times more to gain a new customer than to keep one that we already have or sell more to, one that we already have.” – Crystal D’Cunha
-
“There’s actually a Forester study done that talked about the speed of service. And 77% of customers say that valuing their time is the most important thing a company can do to provide great service. ” – Crystal D’Cunha
Resources Mentioned:
Apply for the Fascination Workshop (November 14th, 2023): https://gettheinsideview.com/project/fascination-workshop/
Apply for the next cohort of the Leadership Experience Excellence (January 23rd & 30th, 2024): https://gettheinsideview.com/project/lxe/
FREE DOWNLOAD – 60 Days to Customer Experience Success!: https://22243350.hs-sites.com/free-guide-0
FREE DOWNLOAD – 20 Virtual Team Building Activity:
https://gettheinsideview.com/team-building/
DEI Training: https://gettheinsideview.com/project/diversity-inclusion/
Are you ready to design a dynamic team environment, engineer epic customer experiences, and MAXIMIZE PROFITABILITY & BUSINESS GROWTH? If this sounds like you – Then I’d be delighted to chat! Click the link below to connect! 30-minute calls: https://calendly.com/crystaldcunha/30min
Fascination Advantage: https://www.howtofascinate.com/
