Player FM 앱으로 오프라인으로 전환하세요!
Investing in the Customer Experience Featuring Paula Courtney
Manage episode 295585845 series 134295
Top Takeaways:
· Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.
· Digital transformation is more than just implementing technology. It is rethinking your business process to make it easier for customers to do business with you.
· Delivering a WOW experience can result in a 12-58% in the customer's repurchase intent.
· Hassle-free customer support is the number one element that increases repurchase intent. This is followed by frictionless experience from start to finish and worry-free returns.
· To create a WOW experience, businesses do not need to do anything extraordinary. It is about delivering the basics consistently.
· The last best experience that your customers had with any business, in any industry, is what your customers will always compare you to.
Quote:
"To get the attention of the C-suite about service improvement initiatives, you need to speak their language, Return on Investments."
About:
Paula Courtney is the President of the Verde Group. She leads the development of new research methods for helping companies quantify the financial impact of their customer experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
Learn more about your ad choices. Visit megaphone.fm/adchoices
477 에피소드
Manage episode 295585845 series 134295
Top Takeaways:
· Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.
· Digital transformation is more than just implementing technology. It is rethinking your business process to make it easier for customers to do business with you.
· Delivering a WOW experience can result in a 12-58% in the customer's repurchase intent.
· Hassle-free customer support is the number one element that increases repurchase intent. This is followed by frictionless experience from start to finish and worry-free returns.
· To create a WOW experience, businesses do not need to do anything extraordinary. It is about delivering the basics consistently.
· The last best experience that your customers had with any business, in any industry, is what your customers will always compare you to.
Quote:
"To get the attention of the C-suite about service improvement initiatives, you need to speak their language, Return on Investments."
About:
Paula Courtney is the President of the Verde Group. She leads the development of new research methods for helping companies quantify the financial impact of their customer experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
Learn more about your ad choices. Visit megaphone.fm/adchoices
477 에피소드
모든 에피소드
×플레이어 FM에 오신것을 환영합니다!
플레이어 FM은 웹에서 고품질 팟캐스트를 검색하여 지금 바로 즐길 수 있도록 합니다. 최고의 팟캐스트 앱이며 Android, iPhone 및 웹에서도 작동합니다. 장치 간 구독 동기화를 위해 가입하세요.