Joseph Jaffe is Not Famous Cracking the CX Formula with Jason Friedman
"A seamless onboarding process is like a first date—if you make a good impression, they’ll want to see you again." - Jason Friedman
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The world of customer experience (CX) is a labyrinth of emotions, expectations, and engagements. As businesses grapple with the enigma of what truly captivates their clientele, I had the pleasure of unraveling this with Jason Friedman, a maestro of customer experiences.
Some of the key highlights and takeaways from this episode include:
- The importance of prioritizing customer happiness and making it easy for customers to do business.
- Using theatrical techniques like writing an "ideal customer script" to design an exceptional customer experience.
- The importance of empowering employees by communicating the company's mission and values.
- Maintaining relationships with loyal customers through recognition and rewards.
- Focusing on the customer experience as a key differentiator and driver of business success.
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Here are the show notes:
Customer obsession and growth in business. (2:17)
Making business interactions easy and frictionless. (6:29)
Automation in customer service and its impact on customer satisfaction. (13:34)
Prioritizing customer happiness in business. (17:24)
Defining success in business through customer satisfaction. (21:15)
Customer retention and acquisition strategies in business. (24:52)
Employee and customer satisfaction leading to business growth. (28:55)
Process and customer experience in business. (35:30)
Using theatre techniques in business. (40:48)
Empowering employees and delivering exceptional customer experiences. (45:39)
Customer experience, automation, and relationships in business. (52:47)
Building trust and loyalty in business relationships. (57:54)
Airline loyalty programs and personal experiences. (1:01:43)
Marketing, loyalty, and customer experience. (1:04:48)
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"The best way to control your customer experience is to intentionally create it." - Elle Robertson
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