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The Secret to Customer Loyalty: Creating Exceptional Experiences - Ep. 45
Manage episode 434146226 series 3523176
Innehåll tillhandahållet av Erica Mackay and Alex Bilney, Erica Mackay, and Alex Bilney. Allt poddinnehåll inklusive avsnitt, grafik och podcastbeskrivningar laddas upp och tillhandahålls direkt av Erica Mackay and Alex Bilney, Erica Mackay, and Alex Bilney eller deras podcastplattformspartner. Om du tror att någon använder ditt upphovsrättsskyddade verk utan din tillåtelse kan du följa processen som beskrivs här https://sv.player.fm/legal.
The Secret to Customer Loyalty: Creating Exceptional Experiences.
Episode Summary
In this episode of Giraffes Don't Eat Steak, hosts Erica and Alex dive into the world of customer experience. Through examples ranging from 80s pop star Tiffany's immersive concert to Virgin Atlantic's customer service, they explore what makes for exceptional customer experiences and how businesses can create loyal customers.
Key Points Discussed
- The importance of creating immersive experiences for customers
- Making customers feel wanted, appreciated and heard
- The impact of consistency in customer experience across all touchpoints
- How small gestures can make a big difference in customer perception
- The role of employee empowerment in delivering great customer experiences
- The connection between customer experience and customer retention
Episode Highlights
[00:02:15] Erica shares her experience at Tiffany's immersive concert
[00:07:30] Discussion on the importance of making customers feel wanted [00:12:45] Alex talks about Virgin Atlantic's approach to customer service [00:18:20] The power of small gestures in enhancing customer experience [00:23:55] The role of employee empowerment in delivering great CX
[00:29:30] How to apply these lessons to different businesses
[00:34:50] Final thoughts and key takeaways
Quotable Moments
"How do you want your customers to feel when they interact with you?" - Erica
"It's not often that I'm buzzing like, almost 24 hours later. That's not normal." - Erica on Tiffany's concert experience
"Don't forget that those numbers represent a person who has, you know, a house, troubles, family, financial issues, the same as you do and everyone else does." - Alex
Resources Mentioned
- Tiffany (80s pop star)
- Virgin Atlantic
- Vinay Palmer's talk on customer experience
- Gusto (meal delivery service)
- Ritz Carlton's customer service approach
Actionable Tips
- Ask yourself: "How do I want my customers to feel after interacting with my business?"
- Look for opportunities to create immersive experiences for your customers
- Empower your employees to go above and beyond for customers
- Focus on consistency in customer experience across all touchpoints
- Don't underestimate the power of small, thoughtful gestures
If you enjoyed this episode, please subscribe to Giraffes Don't Eat Steak on your favorite podcast platform and leave us a review. Your support helps us reach more listeners!
Have a customer experience story or a question for our hosts? We'd love to hear from you! Reach out to us on the links below.
Next Episode Teaser
Join us next time as we dive into the world of AI with Tom Stanhope. You won't want to miss it!
Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/
Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com
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