Getting to Aha! with Darshan Mehta

In this episode of Getting to Aha!, Darshan Mehta is joined by Nicholas Zeisler, Customer Experience Executive & Author of “We’re Doing CX Wrong and How To Get It Right.” They talk about Nicholas’ aha! moment to improve customer experience, finding his purpose in this niche, running VoC programs for customer satisfaction, and delivering on your brand promise. He also shares tips on gaining the voice of the customer and embracing negative feedback as the crux of brand growth and improvement. Nicholas touches on employee enablement, understanding how customers use your product, and leveraging your services.  

Nicholas Zeisler is a Customer Experience Executive, CX Strategist, and Principal at Zeisler Consulting. He’s also a host, Head of Customer Experience at Founders Live, and the author of “We’re Doing CX Wrong and How To Get It Right.” Nicholas’ expertise lies in building organizations’ customer-centricity by aligning corporate and Customer Experience strategies, developing Voice of the Customer (VoC) functions, strategy alignment, and fostering a customer-centric culture. He’s a Lean Six Sigma Black Belt, a Certified Scrum Master, and holds a Master’s Degree in Operations Research.

KEY TAKEAWAYS

👉 If you're more customer-centric, your customers will be happier, thereby increasing their chances of coming back

👉 “Voice of the customer {VoC} is not the end of your CX journey. It's the beginning” 

👉 “Use your voice of the customer to actually do something.” It's very important to take action with the information that you get from your customer insights program—the purpose of your VoC program should be to identify things for you to do

👉 The reason you do CX shouldn't be for ROI, sales, or revenue. It should be to eliminate the gap that may exist between your customer's experiences and your brand promise

👉 “Don't just rely on surveys; get out there [and] walk in your customers' shoes”

👉 “Start with why. Understand why you're doing CX in the first place, and that will flow down to all the different parts of your VoC”

👉 Ask something meaningful based on what you're trying to accomplish. When you're ascertaining your insights from your VoC program, think beyond NPS and C-SAT

👉 “Don’t be an ‘askhole.’ Actually, take action based on what your customers are telling you”

👉 Walk in your customer's shoes; it's even more valuable than surveying

👉 “...When I use the term brand promise, I'm talking about a conglomeration of your mission, vision, your values, your principles, what you're trying to deliver”

👉 Ask open-ended questions in your VoC

👉 “The whole purpose of VoC is to solicit negative feedback”

👉 When you listen to your customers, you can find that niche, and you can develop your brand promise in a way that ties in with your priorities, values, and principles 

👉 If you concentrate on your brand promises, you’re asking how you can make experiences real to our customers

👉 Listen to your customers

Listen now!

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Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Erika Putinsky, Vice President of Customer Education at Mailchimp. They discuss Erika’s aha! moments, different methods of educating customers, the impact that customer education can have on growth, and the role that social media can play in this area.

Erika is the Vice President of Customer Education at Mailchimp. She educates customers about their products and how best to use them to improve their experience. Erika believes that entertainment can help companies educate their customers, which in turn can lead to better feedback that can be used to develop better products and services.  Prior to MailChimp, she worked with WhatCounts, where she focused on customer support and solutions as Chief Customer Officer. 

KEY TAKEAWAYS

👉 To educate your customers, it’s vital that employees also have a thorough understanding of your product. 

👉 Create effective social media content that can educate customers on your products and services in an accessible way.

👉 Have an open-door policy for employees to encourage dialogue and foster a sense of belonging within the company.

👉 Listen to customer feedback and use it to improve the customer experience.

👉 Educate customers in a language that they understand so they’ll be willing to learn from you during their downtime.

👉 Move towards scalability. It's important to upgrade your services constantly and bring education to your customers' doorsteps.

👉 Customer Education also has a positive effect on employees; it sets a baseline for how employees are engaging with the products and improves how they engage with customers.

👉 A startup looking to grow should have good leadership at the top to hasten the rate of decision-making.

👉 For a business to be successful, all departments of the business need to work in close contact with each other.

👉 Video content can be a great source for better customer engagement.

👉 Create structured opportunities for clients to interact with each other about the way they use your products; it creates a wraparound effect for your customers.

Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 
Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Laura Beavin-Yates, Senior Vice President of Customer Success at Immersion. They talk about Laura’s aha! and pivotal moments in studying emotions and behavior in relation to neuroscience. She speaks about the process of neurological functioning by exploring observable behavior and measuring people's unconscious reactions to an experience in a specific moment. She explores how the brain connects with an experience, variations in cardiac rhythm, and how it affects behavior. 

She also talks about how individual demographics can contribute to our life experiences. Laura touches on how this area of research helps in neuromarketing and brand marketing and how it allows insights leaders to create content that emotionally captivates consumers and drives action. 

Laura Beavin-Yates is a neuromarketing consultant and the Senior Vice President of Customer Success at Immersion, a neuroscience software startup making neuro-insights available to companies. As a startup leader and insights expert, Laura measures what captivates consumers emotionally and uses that information to predict future behaviors. She graduated from Claremont Graduate University with a Ph.D. in Cognitive Psychology. Laura is also a professor with expertise in research.

KEY TAKEAWAYS

👉 You can understand neurological functioning by exploring observable behavior, tangible moments, and building theories that can either be supported or debunked. 

👉 “One of the challenges with asking people how they feel about something is that it's difficult inherently as a human to report how we're really feeling, especially if we're asked how we feel about something that happened in the past.”

👉 Neuroscience methodologies aim to measure people's unconscious reactions to an experience at the moment that people have them, as opposed to asking after the fact.

👉 Neuroscientific researchers view a conscious response as something that we are asked and something that is happening that requires reflection.

👉 “...When you ask somebody to become consciously aware of their feelings, they start putting mental effort toward that and less mental effort on actually consuming the experience.”

👉 “A lot of what we do and how we interact with the world occurs below our actual awareness.”

👉 At Immersion, we look at the extent to which the brain is connecting with an experience and define that as emotional resonance.

👉 “Ultimately, emotions are a subjective thing that we are assigning to our experiences later.”

👉 Your emotions are involved in the process of your brain getting value and coding something as important.

👉” …If people release those hormones (dopamine or oxytocin), they're more likely to actually donate some of their hard-earned money toward an organization that produced that video."

👉 With the release of dopamine or oxytocin, we can predict whether or not someone is likely to do something.

👉 After 12 years of research, researchers found that the one predictor of oxytocin release and future behavior and actions is variation in cardiac rhythm.

👉 One of the most significant benefits of neuro-based insights is that you get more unbiased answers.

👉 Higher immersion yields a higher likelihood of engaging in some behavior later, like changes in market behavior and consumer behavior.

👉 Neuroscience aims to identify things that are going to relate to future behavior, or are more likely to be unbiased answers that will yield better outcomes for businesses.

👉 “Our demographics can contribute to our life experiences, and that ultimately contributes to how things connect to us.”

👉 “...If you don't have the capacity to measure every demographic or target your specific group, there's also value in getting those brain reactions to early-stage content or early-stage concepts.”

👉 “Our perceptions are constructed by our brains.”

Listen now!

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Spotify - https://spoti.fi/3B0lVy6 

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Instructions on how to follow, rate, and review Getting to Aha! are here - https://bit.ly/3JbocJi 

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Robert Spector, Author of The Nordstrom Way. They discuss Robert's aha! moments, how to use customer service to improve businesses, the benefits of efficient customer service, and approaches to delivering more value to customers.

Robert Spector speaks to salesmen about the importance of customer service and how to become a better salesman by putting your customers' needs first, using Nordstrom as a case study. Robert helps companies become and remain truly customer-centric. He is the author of several best-selling books on successful businesses and individuals. He is a speaker on the Nordstrom Way and how they grew the company by putting their customers first. Some of the books he has written include The Nordstrom Way, Amazon Get Big Fast, and Mom and Pop Shop, among others.


KEY TAKEAWAYS

👉 To grow your company, you need to be customer-centric. Having good customer service will bring in more sales for the business and improve the reputation of the business. 

👉 The beauty of customer service is the positive results it yields. When a customer sees that you prioritize them, they tend to bring in more customers for the business. Customers are the best and cheapest publicity tools.

👉 Nordstrom has remained at the top of the game because they put a lot of emphasis on their customers. To run a successful business, customers need to be given the very best services. 

👉 Encourage healthy competition in the workplace. Introduce competition between sales teams, competition between departments, and competition between retail stores. This will raise tension and help increase revenue for the business. 

👉 Have what your customers are looking for. Customers tend to go to stores that have their needs as it proves to them that they are the priority. 

👉 The easiest way to become a better salesman is to get a mentor at your place of work, someone you can look up to and try to emulate. A mentor is like a guide for a salesman to get better. 

👉 Nordstrom focused on three major criteria to better their business, which are: 

•  Customer Service 
•  Sales
•  Teamwork 

👉 Technology has made it easy for customers to get what they want without physically being present at a store. Businesses must learn to leverage it.

Listen Now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Katie Anderson, Author of "Learning to Lead, Leading to Learn.” They discuss Katie’s aha! moment from her meeting with Isao Yoshino, a leader from Toyota. 

They talk about the cycle of learning to be a leader to leading with a learning mindset. They also talk about the Kaizen mindset, the Toyota Way, the importance of reflection, asking the right questions for easy problem solving, and many more.  

Katie Anderson is the founder and principal consultant at Katie Anderson Consulting. She is also an internationally recognized leadership and learning coach, professional speaker, and the author of the international best-selling book "Learning to Lead, Leading to Learn: Lessons from Toyota Leader Isao Yoshino on a Lifetime of Continuous Learning." 

Katie has over 20 years of experience creating and supporting change and improvement in many industries. Her passions go beyond just learning and spill over to her love for travel. She has lived in 5 different countries outside the United States, including Australia, the UK, Japan, Spain, and the Dominican Republic. Katie is a B.A. holder with honors from Stanford University, and was a Fulbright Scholar in Australia, where she was awarded a Master’s degree in public health from Sydney University.

KEY TAKEAWAYS

👉 Develop a passion and attitude for learning.

👉 “We need to learn how to be a leader. And then we need to lead with a mindset and intention of learning, not just learning for ourselves and our own sake, but helping others learn.”

👉 Leadership is not just about how to achieve results; it’s about how you are helping people get more effective in the process of learning to achieve those results.

👉 Develop a mindset of curiosity and how to lead to inspire learning in people.  

👉 “When you move into a leadership or in a consulting or coaching role, your responsibility, your purpose is no longer about necessarily you being the expert with all the answers, but it's about you helping other people move towards the answer.”

👉 A leader’s role includes not just command and control, but also directing and providing  support to others and simultaneously looking for opportunities for improvement. 

👉 The simplicity of leadership is explained by answering the questions ‘Where do we need to go?’ ‘How can I help you figure out how to get there?’, and ‘What do I need to do to improve myself as well?’

👉 Creating a culture and attitude towards learning is not as complicated or complex as people say it is, but it requires putting intentional effort into showing up in a different way. 

👉 “‘Pay attention to the quality of your questions.”

👉 “Develop a habit of daily reflection because reflection is where the learning happens.”

👉 Know what your role or your purpose is.  

👉 Be intentional and purposeful about how you're having conversations. Learn to have open, blameless, and engaging conversations. 

👉 Asking questions helps us avoid making assumptions, helps us understand and fix the root problems, and makes us better teammates.

👉 Stop telling people what to do as it takes away their opportunity to go through problem-solving and puts the burden on your own back.

👉 “When we connect with purpose and can align our actions, then we have a real positive and meaningful impact in the world.”

Rate & Review Getting to Aha!:

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Instructions on how to follow, rate and review Getting to Aha! are here - https://bit.ly/3JbocJi 

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Mike Montague, Director of Community Engagement at Sandler, Speaker, Podcaster, and Game Show Host at Playful Humans. They discuss Mike’s aha! journey, his career, and the experiences that made him realize the power of play as a winning mindset. They further talk about the different types of playful personalities and the importance of playfulness as an efficient way to attain productivity across any area.

Mike is the founder of Playful Humans, a community designed to help the burned-out and bored get re-energized and engaged with life. His mission is to help adults rediscover the power of play and avoid a midlife crisis. He is also a Game Show Host, Public Speaker, and a Podcaster and has been a radio DJ, web designer, and karaoke host. In addition to the Playful Humans Podcast, Mike hosts the How to Succeed Podcast for sales and business leaders.


KEY TAKEAWAYS

👉 Don't push yourself too hard, thinking you'll find something worthwhile if you get there fast enough. If you can't find happiness where you are, you're not going to find it in the next place.

👉”If you work more than sixty hours for more than six weeks in a row, you start producing results less than if you had just worked forty hours the whole time.”

👉 People that play more and smile more are more attractive. Attractive people are more likely to be hired, dated, and accepted by their peers. They also tend to perform better on the job and receive higher praise from superiors. If you merely adopt a more optimistic outlook, it will have a ripple effect throughout your life.

👉 “When you're doing something you enjoy, you do it better and work a lot harder at it.”

👉 “It may take some time for your mind to shift into a playful frame of mind naturally, so I recommend playing first by attempting to force it a bit to get into that play state.”

👉 With computers serving as machines, it's time to finally end this vicious cycle of working hard or nothing. Humans are no longer required to perform the routine labor that can now be performed by machines; Instead, humans should now take on the role of making novel connections, shaping human ideals, and fostering human creativity.

👉 You don't have to be the "class clown" kind or someone like "Steve Martin," "Robin Williams," or "Jim Carey" to have a playful personality. You can also find folks who enjoy puzzles, board games, solo nature exploration, water sports like snorkeling, and facilitating fun activities for others to participate in.

👉 Things to do to stay playful

• Create more than you consume, "watching Netflix and endless scrolling on social media; you're not gonna have a great day."
• Manage your expectations, "if you can find a way to lower your desires, you will get more than you expect."
• Use the "Hell Yes or No" framework. The more you can say no to things and people that wear you down and drain your energy, the more time you have to say "hell yes" to the things that bring you joy and excite you, and the more happiness you'll feel long term.
  
  

Listen now!

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Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

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Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Mo McKibbin, Head of Customer Support & Success at Moxion. They discuss Mo’s aha! journey, the difference between customer success and customer experience, how to deliver great customer success, and how to manage the customer's feedback efficiently.

Mo started her journey in acting, which taught the many lessons she then went to use in her following customer success roles. After a couple of work experiences, she pivoted into customer service and technical support. Before joining Moxion, Mo worked for companies like Groove, Upworthy, Help Scout, and Brightback. 

KEY TAKEAWAYS:
👉 Being a CSM is about listening to people, understanding, empathizing and letting it affect you. Customer success involves listening and talking to customers.

👉 ”If you're not building a product for your customers, who are you building it for?”

👉 “It's your job to listen, absorb, and understand the customer's feedback and feelings.”

👉 Sales and success are about receiving what a customer wants and then using that information to apply your product to their needs.

👉 Customer experience is a larger umbrella that customer success falls into.

👉 Customer success represents a set of processes and operations that ensures your customers are successful in using the product to accomplish the outcomes that they chose the product for. Customer experience is the whole big picture of the customer's interactions with your business.

👉 Moxion attributes most of its roadmap to customer feedback and a part to innovation.

👉 Regarding feedback, you don't necessarily need a research department. Simply change how you organize, categorize, segment, and frame that feedback

Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Rob Markey, Partner at Bain & Company. They discuss Rob's aha! moments, how to use the net promoter system to improve customer retention, the benefits of the net promoter system, delivering more value to your customers than your competitors, customer-centric strategies, how to satisfy customers' needs, and more.  

Rob Markey helps companies become and remain truly customer-centric. He is an architect of customer experience transformation, employee engagement, marketing, and sales capabilities development for dozens of the world's largest companies. Rob Markey is the creator of the Net Promoter System, Co-author of The Ultimate Question 2.0., a keynote speaker, leader of the NPS Loyalty Forum, and Founder of Bain & Company's Customer practice.

KEY TAKEAWAYS

👉 The net promoter score is a single metric that shows whether your customers will stay longer, buy more, tell their friends, and other things that drive customer lifetime value

👉 The beauty of the net promoter score is its simplicity. It's based on one question and allows you to compare across customer segments when it's done properly on a competitive benchmark. Also, it will enable you to compare the performance of different companies in an industry and predict their relative growth rates

👉 As businesses get bigger, the decision makers get further away from that day-to-day interaction with customers. This makes collecting feedback harder. Hence, the basic elements of the net promoter system can be applied at any scale.

👉 The benefits of the net promoter system are greatest when your company reaches a size where it's harder for decision-makers and leaders to have regular, detailed information and contact with your customers 

👉 The net promoter system has both quantitative and qualitative components. However, the most important is the qualitative component

👉 When you collect feedback from your customers, and they know it's you, especially when you do it after an interaction, the score that you collect from your customers with your survey is not comparable to a score collected in another industry by a third party research firm in a double-blind market research survey
👉 To deliver more value to your customers than your competitors, you have to: 

• Dig in and understand those customers' needs 
• Know how they're experiencing doing business with you
• Know their pain points and where the opportunities are to deliver value that they're not getting anywhere else

👉 To be customer-centric, you have to keep up with changes and continually offer them increasing value every time they do business with you

👉 What customers want from your business is a function, not just some static and raw underlying need, but it's shaped:

• By their experiences with other companies and other industries 
• By what your competitors doing

 👉 Customers will demand more from you tomorrow than they do today, and their standards and expectations will change over time
Listen Now!

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Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Brooke Sellas, Founder & CEO of B Squared Media. They delve into Brooke’s aha! moments, her journey into digital marketing and social media management expertise. They discuss building brand loyalty, taking negative feedback, converting Negative Nancies to super fans, using social media to connect with customers and improve conversion rate, and using augmented reality in social media marketing. 

Brooke Sellas is a digital marketing consultant specializing in done-for-you social media management, social media listening, customer experience, and community & customer care through social media. She is a social media speaker and Companion of The Marketing Companion podcast. Brooke is also an adjunct lecturer at the University of California, teaching a digital marketing 1.0 certification course, and she is currently working on releasing a book titled “Conversations That Connect.” 


KEY TAKEAWAYS

👉 Seek out negative feedback. If all the feedback you get from people is positive, you would have no incentive to change as everything already appears perfect

👉 If you take the time to listen to, understand, and work on easing customers’ pain points, developing brand loyalty among customers will be a piece of cake

👉 A lot of brands find it difficult to apologize or accept wrongfulness. Whereas, if they can just be open, authentic, and transparent, it will be easier to gain the trust and loyalty of consumers 

👉 Like every other kind of relationship, the relationship between brands and customers thrives on reciprocity and trust. Brands can successfully create a strong bond between their customers and business by moving past cliches and fact-based information to communicate opinions and feelings

👉 “Nearly everyone's in a camp of facts. Very few are in the camp of opinions and feelings. So if you want to differentiate, if your strategy is stagnant, this is where you have to go to — conversations versus campaigns”

👉 Customer-centric conversations should come first. Campaigns can then be a supplement to that

👉 To connect with your customers, understand your own brand values, figure out how you can connect your values with the values of your audience, and then use conversations to have topics and themes around these values through opinions and feelings

👉 Use social media to build loyalty and relationships at scale and on an individual level

👉 Customer care does not begin post-purchase. It starts right from conversations had around your brand even before your product is purchased

👉 Use KPIs to track your business and social media goals. Develop a social media strategy. First, know your social media goals and how they tie to your business goals. Then come up with KPIs that will help you meet those goals. Benchmark them, write monthly goals, and keep track of whether or not you meet those KPIs

👉 Focus on getting engagement on socials rather than accumulating followers, as this helps with easy conversion

👉 It’s not about the number of posts you make; it’s about the quality

👉 The higher peer-to-peer recommendations about a product are, the higher the share of voice on social media

👉 Identify your customers and tailor your content to their interests

👉 Use social listening to mirror your customers. Avoid corporate-speak and use words or phrases used by customers for content marketing and brand messaging

👉 “If you truly want to focus on CX, social media and social-led customer care should be a part of your budget…”

👉 Look at what's happening on socials. Understand how much of it is acquisition and how much is about support. Then make a plan for meeting people there and make sure that your response times are as fast as possible



Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Louie Gravance, Author of "Service is a Superpower!" They discuss Louie’s aha! moments, his gift of shame, the connection between delighting an audience and a customer, steps an organization can take to achieve a culture of respect and responsibility by delivering the most satisfactory service experiences, challenging oneself through service to others, the power of recognition and a lot more.  

Louie Gravance is a keynote speaker and the author of "Service is a Superpower!" He worked for over 25 years at the Walt Disney Company and the Disney Institute, where he designed customer service training programs. Many a time, he is referred to as “the guy that can make the Disney service concepts work outside of Disney.” Since his departure from Disney, he has worked as a consultant, customer service speaker, and corporate culture guru. 
KEY TAKEAWAYS

👉 “In great service, you have to do what you don't have to do”

👉 Appeal to customers’ emotions by appealing to every sense from the moment they make contact with your product or service 

👉 “An investment of yourself is an investment in yourself”

👉 Be an inspiration to others; inspire other people to be everything that they can be, that they're already hardwired to be 

👉 “The one learns from the wizard, and the wizard learns from the one”

👉 There's power in the connection between delighting an audience and delighting a customer

👉 “...Serving someone and something other than yourself is…a superpower”

👉 “Great service serves the server first"  

👉 Tell stories through your services; engage customers or clients in a shared narrative 

👉 “You're not just selling things or providing a service; every transaction is an emotional transaction”

👉 “Exceeding anyone's expectations is exceeding your own, thus being stronger”

👉 “Whether we can see it in our vision at that moment or not, every time we exceed anyone's expectations, we broaden the horizon of what we're willing and able to be”

👉 “Give recognition for the values that your customers wish for the most and not the values you need the most”

👉 Recognition is a magic wand and a sharp weapon that should not be misused

👉 Although there is power in not being afraid of failure, everyone needs to have a gigantic failure when they're young

👉 People truly learn from experience versus just being told what to do

Listen now!

bCast - https://bit.ly/3ACsRBzApple - https://apple.co/3gsuA31 Spotify - https://spoti.fi/3B0lVy6 Youtube - https://bit.ly/3KYAHtd RSS -  https://bit.ly/3AFrUs6 

And connect with the host and guests here:
Darshan Mehta on Linkedin - https://www.linkedin.com/in/darshan--mehtaIResearch Website - https://iresearch.comLouie Gravance - https://www.linkedin.com/in/louie-gravance-20339423/Service is a Superpower Book - https://www.amazon.com/Service-Superpower-Lessons-Learned-Kingdom/dp/1645432645
Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form