Summary:

In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational details, and hospitality in creating customer evangelists. The conversation emphasizes the need for companies to excel in all areas to build brand loyalty and provide a seamless customer experience. John shares insights on how to audit these components and the significance of training employees in hospitality to enhance customer interactions.

Takeways:

• To create customer evangelists, excel in six key areas.
• Physical experience often gets overlooked until it's a problem.
• Atmosphere can transform emotional connections to brands.
• Ease of doing business is crucial for customer satisfaction.
• Technical excellence should be a differentiator, not just a requirement.
• Operational details are often invisible but impactful.
• Hospitality is about how you make customers feel valued.
• Training for hospitality is often undervalued in organizations.
• Regular audits of customer experience components are essential.
• Improving one area can lead to quick wins in customer loyalty.

Chapters:

00:00Introduction to Customer Experience Excellence 01:28The Six Key Areas of Customer Experience 04:13The Importance of Physical Experience 05:55Creating Atmosphere: The Emotional Connection 10:55Functional Ease: Making Business Simple 12:06Technical Excellence: Beyond Competence 13:39Operational Details: The Invisible Backbone 17:23The Role of Hospitality in Customer Experience 21:45Training for Hospitality: Bridging the Gap 24:49The Interconnectedness of the Six Components 30:17Auditing Customer Experience 32:19Quick Wins for Customer Loyalty 34:50Creating Customer Evangelists: The Challenge This episode is sponsored by The Customer Experience Executive Academy. Learn more here

Links:

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