Customer experience is vital in building and growing long lasting relationships, ultimately built on trust. We hear about customer service and experience all the time, but I think what this really means has been lost and taken for granted.  

In this episode, you will learn four key areas to focus on consistently in order to stand out, build lasting relationships, and create an exceptional reputation for your business and brand. 

What contributes to an exceptional customer experience?

•Adding value to people

•Accountability

•Problem solving

•Reliability

Adding value to people: 

When you are consistently adding value to others, you will get a return.

-Add value a step above what you are asking payment for

-Customers need to feel the value of what you are providing

-What is your competitive advantage?

-What do your customers need?

-How can you make their job easier?

-How can you solve a problem beyond what they are paying for?

Accountability:

-No accountability = no trust

-How do you handle a situation when it happens (it will happen)?  

-Be transparent.  Own the problem, and offer solutions.  Don’t deflect blame, or get defensive…this is the worst!

Problem Solving: 

-Be the go-to person for your customer 

-You may not always have all of the answers, but by being resourceful and creative, you will pull in the right people and facilitate a solution for your customer. 

-Provide solutions

-Educate on options.  Give your customer recommendations for a solution (no more than three)

-Our customers need to report back to someone.  Equip them with the information they need to do this.

Reliability:

-Do what you say you are going to do…over and over again.

-Ultimately, performance is reality 

-Well done is better than well said

-Consistently reliable leads to trustworthiness  

-people want to work with and for people they trust 

If you want to establish relationships and create raving fans, intentionally leveling up your communication and customer experience will play a huge role in that!

We will dive more into all of these in the episode – I hope you enjoy it!