If you’re a Customer Experience nerd like me, then today’s guest is going to leave you inspired. His name is Ron Holt and he’s the founder and CEO of Pink Zebra Moving. Ron is on a mission to disrupt the moving industry - but not with big data or advanced technology. Instead, taking inspiration from brands like the Savannah Bananas, he’s designed a magical experience for his customers that he’s working to replicate across the country. 

From the high-energy warm-up routines to the surprise closing gifts, Pink Zebra Moving proves that you can create a unique and unforgettable experience for your customers in any industry. 

In this episode, you’ll hear about Pink Zebra’s eye-opening payment system, Ron’s tips for exceeding customer expectations, and even a few hilarious mistakes that the company has made over the years.

Show Notes

3:04 - Ron shares his background as the founder of the cleaning company, Two Maids & A Mop

4:10 - The revelation Ron had that led him to implement CX changes in his cleaning business

7:30 - Why it’s so important to bake customer centricity into the DNA of your company

9:46 - What is Pink Zebra Moving all about?

11:53 - The worst idea that Ron had with Pink Zebra

14:37 - The new entry plan for Pink Zebra that successfully alleviates his customers’ anxiety 

17:20 - What is the Pay Enhancement Plan?

20:30 - How movers use the clues around the customers’ homes to connect with them

21:36 - How was Ron inspired by the Savannah Bananas when dreaming up the Pink Zebra Moving Company?

23:22 - The one question that Pink Zebra asks every prospective employee

25:39 - How does Ron attract and train the right service-minded staff for his company?

29:58 - What does the Pink Zebra magic look like after the move has been completed? 

33:33 - A Pink Zebra “surprise box” fail that will make you laugh

35:03 - All about Zeke, the new brand mascot

36:03 - That time Zeke crashed a birthday party

Check out Pink Zebra's website here.

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