The Customer Experience Podcast 271. Leveling Up Customer Interactions via Genuine Care w/ Angela Alea
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Oct 31, 2023 Angela Alea, President and Chief Revenue Officer at LASSO, discusses the importance of providing value and genuine care in customer interactions. Topics include measuring success, making consumers feel cared for, and building positive relationships. The podcast also explores customer-centric approaches, personalization in sales and marketing, managing revenue teams, and the significance of feeling special.
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Customer Experience Is Emotional
- Angela Alea defines customer experience as the lasting emotions customers feel, not just satisfaction scores.
- She focuses on making customers feel understood, genuinely cared for, and that interactions are easy and seamless.
Serve First, Sales Follow
- Serve customers without attaching it to immediate sales opportunities.
- Focus on understanding them fully and offering value freely to build trust and long-term relationships.
Measure Customer Success Differently
- Satisfaction metrics like CSAT can mislead; true customer success means helping clients achieve their goals.
- Measuring success should include individual outcomes and personal impact, not just revenue or happiness.