{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"What Works","title":"EP 321: Designing A Remarkable Customer Experience","html":"","width":"100%","height":180,"duration":2233,"description":"\n\n\n\n\n\n\n“Exceptional customer service.”\n\n\n\nI’m sure you’ve heard those words uttered during a training session for a retail or service industry job at some point in your life.\n\n\n\nHeck, those words might even be in your own values statement or team member handbook.\n\n\n\nGoodness knows I’ve got nothing against exceptional customer service–it’s just that it’s a little… vague. And more than that…\n\n\n\nWe tend to associate “customer service” with fixing problems.\n\n\n\nThere will always be problems to fix for customers but what about the rest of their experience with us?\n\n\n\nWhat if we used the relationship we want our customers to have with our business as the basis for designing their WHOLE experience.\n\n\n\nLast week, we talked through how critically examining your relationship to yourself as a business owner can help you develop a healthier relationship with your business so that it can take care of you instead of you always taking care of it.\n\n\n\nThis week, we’re taking a closer look at our relationships with our customers.\n\n\n\nSure, we could talk about delivering “exceptional customer experience.” But the ideas that always pique my curiosity are the ones where I learn how a business owner is thinking really creatively about how they design their customer experience.\n\n\n\nCustomer experience starts long before you ever make a pitch.\n\n\n\nIt begins when a potential customer first learns about your business and brand. That first impression sets a tone that will likely carry over into their experience of buying from your business and using your product or service.\n\n\n\nCustomer experience carries on through the buying cycle as a potential customer learns more about your business and how it helps people like them. They experience your business in a new way when they actually make a purchase and get onboarded into your world. Customer experience is, of course, baked into how they use your product or service, as well as how they’re “off-boarded.”\n\n\n\nBut customer experience doesn’t stop...","thumbnail_url":"https://img.transistorcdn.com/AmfGeDL96-fhMaeOcqmX7TK_eWrvTLco6OJj2QpZtZI/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS80NGUx/OWY5ZDg1M2E5MmU3/ZjEwOWVmNDM3MWVh/ZjZlOS5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}