Waiting for Service

I got to stop watching the news, it is messing with my worldview - I am pro-human being, I am decidedly optimistic about the inherent goodness of humans. Whether you are bullish or bearish on the goodness of humanity is beside the point. The thing is at some point in your business you have to put two human beings in a room or on the phone who have never met each other - correctly predicting how well that ends is nearly impossible. This is why I was pretty stoked to talk to Luke, he is focusing on that very thing, how do we improve the Human to Human interactions in Customer Experience. There are all kinds of models that can predict how a Rocket will launch into orbit...there's not a model that can predict how two human beings how have never met will interact"

"Jumping over the dollars of tomorrow for pennies of today" concludes our guest Michael Furman.
Customers are not loyal to the best product, so what are they loyal to?
Even though the price point is important what customers care above all, is a great experience. One of the main mistakes companies make is believing that customers think the same the company managers think.
Listen to the whole (very insightful) episode to hear the essential takeaways Michael shares from his 30-year-long experience.

You don't need more training. Training is not the reason your experience stinks.
Most training programs and processes are awful. But if you've had a great training program, it's still not equipped with what it takes to help you build an emotional connection with your customers.
You need more contextual coaching to learn how to say "No" to a customer or to say bad news to a customer.