Hopefully it’s you. Because you are not being judged against your competition, you are being judged against every other experience your customer receives. Your customer experience is either exceptional or bust.
[For feed readers and email subscribers, click here to see the podcast player: Who’s Spoiling Your Customer?]
The customer experience is the number one factor of customer loyalty. While products and processes are important, the experience customers receive may be more important.
In this episode of Power to the Small Business, Lior Arussy, President of Strativity Group, a customer experience consulting firm, joins host Jay Ehret to discuss how customers choose a business and why they would choose you. It takes an exceptional customer experience to win customer loyalty.
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Selected Quotes from the Show:
“The customer is coming with the best of the world experiences they’ve had, and they’re saying “Why can’t you do that?”
“We live in a world where it’s exceptional, or it’s a bust.”
“Any branding effort is attempting to create an emotional connection. All we are saying with the customer experience is: Fulfill it!”
“Uneventful is not a place to be. That’s not a differentiation. Uneventful means you didn’t harass me, (not) ‘I love you.’ Totally different type of emotion, and totally different price point you can charge.”
~ Lior Arussy – Strativity Group
Resources to Build Your Exceptional Customer Experience
Links to articles, webinars and tools:
Strativity Knowledge Center (download reports, white papers, and tools)
The Customer Experience Map Tool – Includes free downloadable tool and tutorial
Free Customer Experience Design Webinar – Recorded and ready to watch