Why Customer Experience is More Important Than Customer Service

The COPreneur Path Podcast

When thinking about your customer journey or the path a customer follows when they do business with you, there is a difference between providing customer service and a customer experience. Today Austin and I talk about how implementing a focus on improving your customer journey, including their onboarding process and their entire experience, will help you avoid customer service issues where you are often put in the place of trying to fix something that was not working for them.
Enhancing your customer's experience and making it one they are blown away by, will grow your business. It will help you stand out from the crowd, generate referrals and positive reviews. And you will gain confidence, giving you more flexibility in your offer, allowing you to charge what you're worth. People tell stories about their experiences with businesses all the time, whether good or bad. Let your customers tell stories about the great encounter they had with you. Listen to this episode to learn how you can add value to your business with a better customer experience.
Get all the links, resources and show notes at https://leo2ceo.com/copreneur-path/074
About Adam Wills
I help companies who market products and services related to law enforcement or the military, or are in the hunting & fishing, dignitary security, private security, and private investigations industries.
As a former 15-year law enforcement veteran, deputized US Marshal, law enforcement administrator, lover of hunting and fishing, and enthusiast of all things tactical, I know how to speak yours and your customer's language.
About Austin Molcyk
I began my career in public service with firefighting and EMS, as 4 of the 5 people in my family did. After two years, I was presented the opportunity to switch to law enforcement and never looked back. I worked the jail, switched to patrol, climbed to Patrol Sergeant, and was accepted onto SWAT. I focused primarily on fugitives and narcotics in rural areas, working with the FBI, DEA, HSI, USPI, Secret Service, and the US Marshals Violent Offender Task Force.
During this time, I earned 9 instructor certifications, served as a Field Training Officer, and discovered a love for teaching.
After 8 adventurous years in law enforcement, fate dictated I take a medical retirement. I am now the Chief Automation Officer for BreacherCRM, and Client Success Manager for StoryWeb Creative. I am also in the product testing stage for a revolutionary new emergency communications platform I hope to launch in late 2022.
Web/Social Links

• Podcast Website: https://leo2ceo.com
• Business Website: https://storywebcreative.com/
• BreacherCRM Website: https://breachercrm.com/
• LinkedIn [Adam]: https://www.linkedin.com/in/adam-wills-5b564190/
• LinkedIn [Austin]: https://www.linkedin.com/in/austin-molcyk-4771b2217/
• YouTube: https://www.youtube.com/channel/UC0gADnO-FjN1I7u4btGtXJw
• Email: [e-mail]

Highlights

• [00:50] Welcome to episode 74 of the COPreneur Path Podcast!
• [01:30] What is your favorite fast-food restaurant and why?
• [05:09] Why experience impacts your buying decisions.
• [07:02] Customer experience will set a business apart from all other similar businesses.
• [09:06] How do you differentiate yourself and create a unique selling proposition or experience?
• [10:18] An example of how a holster manufacturer created a unique experience around his product.
• [15:58] What is the difference between customer service and customer experience?
• [20:34] LEO2CEO.com - The free community available to help support you on your copreneurial journey.
• [21:44] Steps you can take to become more customer experience driven.
• [25:07] Watch out for The Curse of Knowledge.
• [27:46] Think about all phases of your customer journey when creating a great experience for them.
• [28:46] Guide your customer or student along a path and avoid dumping all your knowledge on them at once.
• [32:10] Having confidence in what you offer and your pricing will give you more flexibility.
• [33:27] Adam and Austin's AirBNB stay as a prime example of a great customer experience.
• [39:02] Think about making the shift from customer service to customer experience.

Resources Discussed/Links
https://www.LEO2CEO.com - LEO2CEO Community: A resource for cops who want to start their own business.
https://breachercrm.com/ - BreacherCRM is the first and only business and marketing automation software that is purpose-built for Law Enforcement Instructors to track and nurture leads, increase client retention, book more classes, and create recurring revenue.