and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
The Radical Relevance of Customer Experience
- An organization’s message is related to their brand promise and customer experience. The experience needs to deliver on the customer’s expectation, which is created by the brand promise.
- Everyone in the organization needs to be in alignment with the message and be able to describe the value. This applies regardless of whether someone is in a customer-facing role or not.
- The same consistent message and experience must be delivered to internal customers (employees) as well. This will ultimately help create a better experience for internal and external customers.
- An organization’s message must be relevant to the customer and qualifying—in that it attracts the right customers and repels the wrong customers.
- Even if you do not interact with the customer directly, you likely interact with someone who does. It’s important to remember that the way you treat your fellow employees will be felt by customers on the outside of your organization.
- A confused mind will not take action. Create clarity for your customers and invite them to ask questions. This strengthens the relationship your customers have with you and your company.
- First and foremost, you must determine your company’s value proposition. Ask yourself what message you want to convey and how you provide value for your customers. This excites people and gets everyone in alignment.
- Always give your customers a seat at the table. This will help you create your culture and deliver it in a way that makes sense to them.
“Everyone who works in an organization is a walking, talking representative of that organization. There needs to be consistency of message throughout, both internally and externally.”
Bill Cates is an internationally recognized client-acquisition expert and speaker. He is also the author of four bestselling books, including his most recent, Radical Relevance: Sharpen Your Marketing Message – Cut Through the Noise – Win More Ideal Clients.
swipe to see more