Brad's a little confused about what customer experience actually is, so Jill and Brad call CX guru Jeannie Walters to help him out.
Jeannie explains that customer experience is the journey someone takes before they become a customer all the way to when they either cease to be a customer or become a lifelong advocate. The businesses who do it well are proactive about the experiences they're providing.
Done right, it can lead to more referrals and more value. However, most businesses don't factor in what customer experience might mean, and instead just focus on making the sale and getting the customer. But you can decide what sort of customer experience you want to deliver and build that into the way you do business leading to positive results for everyone involved.
It used to be that you needed 12 positive experiences to overcome one negative one - and now you need 22. It can seem overwhelming. So if you're just getting started with customer experience, what can you do? Start with repair and little changes. It feels like a lot of work but with feedback from your customers, it makes a huge difference.
What customer experience are you providing?
Wanna join Jill and Brad for drinks at their FIRST-EVER offline event? Meet them September 13 at Park & Field in Chicago to get your shouting on. RSVP here.
