Is your customer experience forgettable and easy to replicate?
Customer experience leaders Stacy Sherman, host of the award-winning Doing CX Right podcast, and featured guest Mark Sanborn, renowned leadership speaker, and author, reveal how to create differentiated and memorable customer experiences to differentiate your brand.
Learn the importance of focusing on how an experience makes the customer feel, and key principles like "everyone makes a difference" that enable extraordinary service.
Key takeaways:
-The key principles of the "Fred Factor" - like adding value at no extra cost - that enable extraordinary service.
-Simple ways frontline staff can "wow" customers.
-Why speed and convenience now trump just being good at what you do.
-Tips for empowering staff to handle unique customer needs with confidence.
-How focusing on customers' emotions, not just process, transforms experiences.
-Leveraging AI to enhance, not replace, human connections in CX.
-Tactics to reinvent CX to be ridiculously easy and emotionally engaging.
Gain insights so that you can reinvent your company's customer experience to be more distinctive, emotionally engaging, and ridiculously easy for customers.
Timestamps:
[4:17] Mark’s path to professional speaking and gaining expertise in CX
[6:13] CX is about how an experience makes customers feel emotionally
[8:11] The core principles of The Fred Factor and adding value
[11:46] Measuring success - are customers happier they chose you?
[19:51] How to effectively leverage AI to enhance CX
[22:13] Identifying bad vs. good AI-generated content
[24:39] Best leadership advice he’s received and given
[28:23] The power of intentionality for leaders and focus
Mark’s Social Platforms:
Facebook: / marksanbornspeaker
Twitter: / mark_sanborn
LinkedIn: / marksanborn
RU-vid: / markhsanborn
Website: marksanborn.com/
Stacy’ Social Platforms:
Linkedin: / stacysherman
Twitter: st...
Instagram: www.instagram....
Website: doingcxright.com
Facebook: / dcxrllc
TikTok: / stacysherm
2 окт 2024
