How to Create a Superstar Customer Experience

E7: How do you create that perfect customer experience? Also, should you ever fire your customers? What about the popular saying "the customer is always right"? Plus, I introduce a simple framework for customer service that will change the way you think about customer experience.

***
TOPICS:
Who is Your Customer? (1:36)
A customer is any person or business that is paying for your product or service. Always ask yourself - Who is your customer?

Airbnb's Superstar Experience (2:56)
If you want to build something that’s truly viral, you have to create an absolutely incredible experience that you tell everyone about. Reverse engineer the hypothetical ten-star experience.

When You Should Fire Your Customer (6:45)
Entrepreneurs fall into the trap of putting too much weight into the monetary side of a deal and not enough consideration for the other variables in play. I've made this mistake myself and I learned the hard way when it comes finding the right partnerships.

Lesson Learned (7:50)
At GrowthJet, we should have fired one client earlier to avoid the headaches that we had to endure in the aftermath. The important lesson here is that you can and should fire your clients if they're being problematic to you or your team or compromising the integrity of your service or offering.

Finding Sponsors For Your Newsletter (10:25)
Thinking from first principles allows you to think outside the box and see what is possible using a whole different approach.

Customer Experience Framework (12:58)
What is the function of customer service within this customer journey? Customer support exists to fill in the gaps between your customers' expectations in their journey of what should have happened vs. the reality of what actually happened.

Pareto Principle - 80/20 Rule (15:32)
80% of outcomes come from 20% of causes. In other words, a small percentage of causes have an outsized effect.

Business Ops as a Production Plant (16:15)
Imagine your entire business operation as a production plant. When something breaks, it increases your overhead cost. You want to catch your problem early. The further you catch your bottleneck, the bigger the cost of fixing it.

Steve Wynn's Daughter's Half-Eaten Croissant (18:28)
This story demonstrates an important point in designi

JOIN: First Class Founders Premium Membership

DOWNLOAD: Hyper-Visuals For Our Episodes (Free)

***
FOLLOW / REVIEW:
- Follow
- Leave 5-star review

***
CONNECT W/ YONG-SOO:

- X
- Threads
- LinkedIn
- Newsletter

***
First Class Founders is a show for indie hackers, bootstrapped founders, CEOs, solopreneurs, content creators, startup entrepreneurs, and SaaS startups covering topics like build in public, audience growth, product marketing, scaling up, side hustles, holding company, etc.

Past guests include Arvid Kahl, Tyler Denk, Noah Kagan, Clint Murphy, Jay Abraham, Andrew Gazdecki, Matt McGarry, Nick Huber, Khe Hy, and more.

Episode you might like:

Future of Newsletters with Tyler Denk, Founder & CEO at Beehiiv

From Zero to 100K Subscribers: How to Grow Your Newsletter like a Pro with Newsletter Growth Expert Matt McGarry

...