Decent Exposure: Episode 4 – Customer Service is Dead. Customer Experience FTW

SHOW NOTES

We all have the power to be critics. We can instantly tweet about a meal we had, complain to a business by tagging them on Facebook, and bombard them with negative messages via Instagram and its Stories feature. That’s why creating a good customer experience must be at the top of your priority list as a business owner.

In this episode, we share recent experiences with major companies and how a poor experience was turned around by each. We also praise Canva for how they handled a major issue with their service on Black Friday. Overall, we stress why it’s important to be consistent with your service and give someone a reason to come back and see you again. Treat every customer as if they’re a critic because, thanks to social media, everyone is.

Topics Discussed:

  • Customer service versus customer experience – aim for the experience!
  • Good customer experience breaks down to consistency
  • Customer experience is a two way street. When someone does something good, make an effort to tell them (because most of the time, customers are irrationally mean to these technicians/customer service reps/restaurant servers, etc and the positive feedback is almost more meaningful than negative feedback)
  • If your customer is experiencing a bad product over and over, it could turn them off from doing business with you
  • You can’t condemn a place based on one bad experience
  • Everyone from the top down has to be on the same page and you must have a protocol to manage customer complaints
  • Take the time to address user issues when they pop up (or find someone to help you, like we discussed in Episode 3: Why Cutting Corners in Your Marketing Will Get You Nowhere)
  • Deliver a consistent message and give someone a reason to come back and see you again

Key Conversation Timemarks:

1:34: Customer service versus customer experience

3:10: Angelica’s customer experience example

14:02: Jason’s customer experience example

20:00: The customer’s responsibility in the experience

22:31: Canva and how they provided an excellent customer experience

Quotes:

“I’ve removed ‘customer service’ from my vernacular. Customer experience is where it’s at for me. You aren’t servicing someone, you’re giving them an experience.” 1:34 Jason

“In today’s world, everybody is a critic and everybody has a platform to discuss, whether positive or negative, what their experience was.” 21:42 Jason

“As Anthony Bourdain says, ‘[The internet] is just one big bathroom wall that we’re all writing on.’” 22:03 Angelica

Resources and Businesses Referenced in this Episode:

Profit First by Mike Michalowicz *affiliate link

Anthony Bourdain bathroom wall analogy

More from Jason:

JasonCercone.com

Twitter: @jasoncercone

Instagram: @jasoncercone

More from Angelica:

AngelicaRoss.co

Twitter: @angelicarosspgh

Instagram: @angelicarosspgh

 

Email us with Questions and Topics

 

Subscribe to Decent Exposure

Apple Podcasts | Stitcher | Google Play Music

 

 

 

Good Times and Good Features Are Better When They're Shared!

One thought on “Decent Exposure: Episode 4 – Customer Service is Dead. Customer Experience FTW”

Leave a comment

Your email address will not be published. Required fields are marked *