Customer experience consultant Tia Abercrombie-Dinolfo shared how founders can deliver a great experience at every touch point, lead customer service team members and more.
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00:00 Welcome and Introductions
02:14 Introduction to Customer Experience - Customer Experience vs. Customer Support
04:43 Importance of Knowing Your Customers
10:51 Customer Segmentation - Techniques for Dividing and Targeting Customer Groups
12:35 Brand Voice and Customer Experience
14:07 Embracing the 'Why' in Customer Experience
17:09 Collecting Customer Feedback - Using CSAT, NPS, and Customer Effort Scores
24:43 Employee Experience and Its Impact on CX
34:35 Surprise and Delight in CX
37:46 Building Customer Loyalty and Key Elements of Retaining Customers
43:48 Handling Negative Reviews and the Importance of Quick and Effective Resolution
46:10 Encouraging Positive Reviews and Word of Mouth
47:40 Providing Great CX with Good Boundaries
49:30 Low-Cost CRM Options for Startups
51:41 Maintaining Customer Relationships Year-Round
53:17 Final Thoughts and Q&A
14 июл 2024
