How to Elevate Customer Experience and Strengthen Loyalty
Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
#1 What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers.
#2 Use your customer's name. Break down those walls immediately to create that instant connection.
#3 Be genuine. Customers want to know that you care, not just that you have to care.
#4 Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience.
#5 Be a hero. Sometimes, humans drop the ball. Service recovery doesn't just fix the problem, it restores confidence.
Quote:
"Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don't make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue."
About:
Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER Experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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