Why That Worked – Presented by StoryBrand.ai #201: The One Thing You Might Be Overlooking That Fuels Customer Loyalty
19 snips
Nov 18, 2024 
Kelley Kirker, Director of Customer Experience at Business Made Simple, shares her expertise on fostering customer loyalty through exceptional service. She discusses the small, thoughtful actions that resonate most with clients, highlighting the importance of empathy and trust in customer interactions. Kelley explains how to streamline responses using templates while balancing AI's efficiency with the human touch. She emphasizes prioritizing customer needs, encouraging businesses to exceed expectations, ultimately transforming ordinary encounters into extraordinary experiences.
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Prioritize Customer Support
- Prioritize hiring customer support if you're overwhelmed.
- Focus on timely responses and empathy, even if giving refunds is unpleasant.
Impact of Negative Experiences
- Negative customer experiences can significantly impact your business through negative word-of-mouth.
- Prioritize customer satisfaction, even with difficult customers.
Timely Responses
- Respond to customers within one business day, if possible.
- If a quicker response isn't feasible, acknowledge their message and set expectations.
