In this episode, Dr. Joseph Michelli explores the distinction between "good" customer experiences and those that truly "wow" the recipient. Drawing from his book, "The New Gold Standard," and experience with his clients, Dr. Michelli uses Sonny’s BBQ, a well-known southern barbecue restaurant chain, to exemplify a "wow" moment.
An interaction between Christie Schatz, the Director of HR at Sonny’s, and a relocated customer exemplifies how businesses can form emotional connections with their clientele. While a simple gesture, such as sending a complimentary bottle of Sonny's sauce, might seem trivial, its ripple effects are undeniable.
The episode emphasizes the importance of personal engagement, anticipating customer needs, and the significance of every customer. Listeners are also prompted to consider how sharing such stories can influence company culture and how they might evaluate the scalability of such impactful moments. Ultimately, this episode underscores the power and potential returns of investing in "wow" experiences.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on increasing wow experiences can reach out to him directly.
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The Power of Metrics: Knowing Beyond Subjectivity
Utilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology
Why You Must Overcome Continuous Partial Attention & How to Do It!
The Art of Storytelling: A Powerful Catalyst in Customer Engagement
Beyond Good Intentions - Keys to Executing for Customers
Unearthing Timeless Customer Experience Wisdom - Lessons from P.T. Barnum
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management
Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust
Why All Business is Personal: Keys to Humanizing Business Success
Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer
Unforgettable Experiences: Poignant Lessons on Authentic Care
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks
Service Recovery: How to Apologize and Build Strong Customer Relationships
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista
4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty
Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI
VUCA and YOU - How to Lead in Ambiguous Times
VUCA and YOU - How to Lead in Complex Times
VUCA and YOU - How to Lead in Uncertain Times
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