Summary

In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DeJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation emphasizes the importance of focusing on the overall experience rather than just pricing strategies.

Takeaways:

• Making price irrelevant is about the experience delivered.
• Consistency in service leads to customer loyalty.
• Competing in experience is more effective than competing on price.
• Zero risk mindset enhances customer trust and loyalty.
• Service recovery can increase customer loyalty after a mistake.
• Employees must be trained to articulate the value of services.
• Journey mapping helps understand customer experiences better.
• Great companies focus on the basics of customer service.
• Articulating reasons for higher prices is crucial for sales.
• Creating a signature experience differentiates a brand.

Chapters:

00:00Making Price Irrelevant Through Experience 07:59Competing in the Experience Wars 15:59Zero Risk and Customer Loyalty 20:48Empowering Employees to Articulate Value

Links:

Schedule a Complimentary Call with one of our advisors: tdg.click/claudia

Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership: https://thedijuliusgroup.com/membership/

Books: https://thedijuliusgroup.com/shop/

Blogs on Price Myths: https://thedijuliusgroup.com/4-price-myth-busters/

Contacts: [email protected] , [email protected]

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