Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it. Takeways

• Bankruptcy often affects companies with poor customer service.
• The experience gap leads to customer dissatisfaction.
• Customers are revolting against companies that fail to deliver value.
• Amazon excels in convenience and customer experience.
• Great customer experience is not guaranteed; companies must stay vigilant.
• Mystery shopping can provide valuable insights into customer experience.
• Understanding the customer's viewpoint is crucial for businesses.
• Pursuing greatness requires commitment and effort.
• Most people are not willing to do what it takes to be great.
• Greatness is a choice, not a given.

Chapters

00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges

Links

Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It

Customer Experience Executive Academy

Employee Experience Executive Academy

Interview Questions

The DiJulius Group Methdology

Livestream Workshops

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