The Business of Customer Love
From Impressed to Obsessed: How to create exceptional experiences that keep your customers coming back with Jon Picoult
Jun 7, 2023
Jon Picoult, acclaimed customer experience expert and founder of Watermark Consulting, shares breakthrough strategies for creating emotional connections with customers to turn prospects into obsessed brand ambassadors. He emphasizes the importance of exceptional experiences, discusses the distinction between customer experience and customer service, and explores strategies for identifying and nurturing super fans.
27:53
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Quick takeaways
- Creating emotional connections with customers is crucial for businesses, as customers' memories of their experiences are more important than the experiences themselves, and emotionally resonant experiences drive future behaviors such as repurchasing and referrals.
- Customer experience and customer service are distinct concepts, with customer experience encompassing every interaction point and starting even before someone becomes a customer, while customer service focuses on current customers; businesses should aim to deliver great experiences at every touchpoint and understand the difference between the two to identify underlying issues and provide exceptional experiences.
Deep dives
The Importance of Emphasizing Customer Love
Creating an emotional connection with customers and nurturing their loyalty is crucial for businesses. This is because customers' memories of their experiences with a company are more important than the experiences themselves. Emotionally resonant experiences are more memorable and drive future behaviors such as repurchasing and referrals. Businesses should focus on accentuating positive emotion by celebrating milestones with customers and making them feel special. Additionally, mitigating negative emotion is equally important. By eliminating anxieties and worries, businesses can create emotionally resonant experiences that leave a lasting impression.
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