The Duct Tape Marketing Podcast
How To Sell Customer Experience, Not Customer Service
Nov 27, 2024
Jeannie Walters, an award-winning customer experience expert and founder of Experience Investigators, dives into the vital distinction between customer experience and customer service. She discusses the importance of shaping the entire customer journey and emphasizes a proactive mindset. Jeannie highlights how generational differences impact expectations and the urgent need for businesses to adapt to these shifts. Moreover, she underscores the critical role of speed in responses, sharing anecdotes that reveal how perceptions of 'soon' can vary widely.
24:09
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Quick takeaways
- Customer experience is a comprehensive journey encompassing all interactions, necessitating proactive management to enhance retention and engagement.
- Effective marketing and customer experience must align to ensure businesses meet customer needs while maintaining consistent quality interactions.
Deep dives
Defining Customer Experience
Customer experience encompasses every interaction between a brand and its customers throughout their entire journey. It is not limited to customer service but includes the overall perception and experiences customers have, starting from their initial awareness to the point they become loyal advocates. Companies often overlook the necessity of actively managing and designing this experience, which can lead to customers feeling neglected. By adopting a proactive approach to understanding customer needs, businesses can better tailor their experiences to retain customers and encourage ongoing engagement.
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