Episode 3B - Conversation about Customer Experience

This is the follow-up video we recorded a few days after this one: Customer Moments #1 - Well-meant efficiency is not enough to win a customer (podbean.com) Today we present the conclusion about why well-meant efficiency is not enough to win a customer. Listen and leave your comments. Thank you!!

Today we have a special video, in which we present a recent experience we had as customers. In our conversation, we reflect on efficiency and relationship - when efficiency may cause you losing customers. Well-meant efficiency is not enough to win a customer. Listen and leave your comments. And, don't miss the Follow-up episode, when we give additional details about the experience. Thank you!!

Today, we want to show you in 4 minutes how to convince your leader to invest in customer-centricity. We decided that the best way to present the content would be in an interview format, where we explore why Customer Experience is such a tough sell and how to convince your leader anyway.

Why implementing Customer Experience (CX) is such a tough sell to your leadership and how you can convince them anyway.

Building on our discussion from the previous episode, we decided to dive deeper into the decision maker's mindset. Which 'school of thought' influences decisions? Is everyone 'up to date' or are people still living in the 20th century?

The blend of good processes and engaged people is how you transform your business. And it’s the leadership you provide, that makes the difference between success or failure. In this episode, we talk about awareness as the first necessary step in every Customer Centricity process.

Today we want to talk about the memorable events companies are creating as part of their customer experience. There are potentially hundreds or more small and big events or as we call them touchpoints but not all of them are equally important. In fact, only a few selected touchpoints or Moments that Matter carry most of the customer experience. And it's your company's decision, which ones these are. Thank you for listening!

What makes you a loyal customer? In preparing for the last episode about Customer Loyalty we've had so many insightful discussions which we felt are worth sharing. In this less scripted, more conversational episode we talk about our personal idea of good customer experiences and what companies need to do to make us loyal customers. Thanks for listening.

What makes you decide on a product or service? Today's market has an abundance of options for customers - products and services are becoming very similar. In this episode, we talk about what aspects of the customer experience make your customers return and become loyal.

What Little Red Riding Hood has to do with Customer Journey? In this episode, you'll learn about the importance of building a reliable and repeatable customer experience (that's a pretty broad statement…) more about the idea of the Customer Journey, and what important role it plays in building a relationship with your customers. Thanks for listening to it. We welcome your feedback.