March 24, 2022
Topic: 10 Steps for a Killer Customer Experience
Guest: Dan Gordon & Donnie Shelton
In this episode we discuss:
How the state of customer service is mediocre at best — leaving a huge opportunity for your company to stand out
How it all starts with infrastructure, including your ability to know what your team is doing and what your customers value
There are 10 steps to creating a killer customer experience (download a checklist here)
First, you must be able to record what your team is already doing and find out what your customers really think about your service
Why and how to standardize your service
How to document your customer experience from their point of view
Why you should focus on the top 10 percent of your customer base, not your average customer
The importance of customer experience training
How to empower your team to solve client problems
Why it's important to share what not to do as well as what to do
How to test and validate your customer experience
Book: The E-Myth by Michael Gerber
PMP Industry Insiders Podcast episode 54 with The E-Myth author Michael Gerber
PMP Industry Insiders Podcast episode 18 with Mike Rottler
Donnie's customer experience book recommendations:
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
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