Briggs and Riley - The Iceberg Principle

In this week’s episode of the SIMPLE brand podcast, I talk with Jeff Toister, author of The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises!

The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely providing a warranty against any product defects or failures. It actually encompasses the entire customer journey to promise an experience that never falls short of expectations.

Some of the topics we discuss include:

• The elements needed to create an experience guarantee
• The common ways that drive brand promises and experience guarantees to break
• The need for ensuring your operations can feasibly deliver on your promise 
• How to define your promise is clear to all employees
• How to know what to promise based on what’s relevant to your customers
• Defining the problems you don’t solve is just as important as defining the ones you do solve
• How to restore trust from your customer by recovering from a service failure

RESOURCES FROM THIS EPISODE:

Jeff’s book - The Guaranteed Customer Experience: How to win Customers by Keeping Your Promises

Jeff’s newsletter - Customer Service Tip of the Week

Jeff Toister on Twitter

Jeff Toister on LinkedIn