Crack the Customer Code

One of the things that Adam and Jeannie would like to have us all consider is when there are segments of customers who aren’t familiar with new software, these customers want to buy, but they can struggle if AR is their only option. How can we think about the customer journey to make sure that they are as comfortable as they can be?

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Influencer marketing isn’t about getting the Kardashians to post on social media for you. It can be smaller than that, but it’s also about much more than that. Neal Schaffer discusses how to market in a great, authentic way with the aim of building relationships and connecting the dots between employees and the customer experience to create engagement.

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Empathy and emotional intelligence mean a lot in business, and they are not the so-called touchy-feely stuff we want eliminated from the realm of business. Alain knows this, and his ideas have helped countless companies, all of which have understood the benefits of emotions in business.

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vWe haven’t discussed inclusive customer experience on this podcast, so we are excited to talk to our guest today – Stephanie Thum, as that’s one of the main things she specializes in. She is a Certified Customer Experience Professional who started in the CX profession for the B2B market. Many people know her as one of the U.S. Federal government’s first agency-level heads of customer experience.

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Companies have already started adding surcharges because of COVID-19. Companies, especially restaurants, are adding these surcharges as they believe it’s a way to recuperate some of their losses. Naturally, some customers are OK with this, but others aren’t. Are these surcharges good or bad for CX?

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The world has already changed drastically, and the people in the hospitality industry and the entire service sector are completely shifting their views on the careers they have. Michel Falcon has some interesting and some downright astonishing data and findings on where this part of the market is and where it’s going to go.

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The B2B world had already begun to change even before the pandemic, so now is the right time to embrace the new normal and find the right way to deal with it. Even though it seems next to impossible, there are still ways to do it. Jeannie and Adam are here to talk about it and how transparency and proper communication are crucial now more than ever!

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Offering the red carpet treatment is not something that companies have never done before. However, Donna has made an effort to give precise advice to many leaders who don’t know how to ensure their customers are properly cared for. This is far more important today than it was only a few months ago, so tune in to learn how to roll out the red carpet for all of your customers!

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