236: How can I make customer experience a true competitive advantage? copertina

236: How can I make customer experience a true competitive advantage?

236: How can I make customer experience a true competitive advantage?

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 Summary In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today's relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The conversation also highlights the need for consistent training and awareness among employees to ensure that customer service remains a priority. Through real-world examples, they illustrate how organizations can transform their customer experience and foster loyalty. Takeaways: Emotional connections are the currency of the relationship economy.Customers prioritize certainty over perfection in their experiences.Memorable moments can differentiate a brand from its competitors.Transforming customer experience requires a systematic approach.Organizations must identify and address their blind spots in service.Price wars are a short-term strategy that can harm long-term growth.Training employees on customer service is essential for success.Regular audits of customer service practices can reveal areas for improvement.Creating a signature experience is crucial for brand loyalty.Consistency in service delivery builds trust and customer retention. Chapters: 00:00The Relationship Economy and Customer Experience 09:25The 10 Commandments of Customer Experience 10:29Emotional Connection: The Currency of Relationships 11:36Zero Risk: Building Customer Trust 16:04Creating a Signature Brand Experience 21:18Real-World Application of Customer Experience 24:27The Blind Spots in Competitive Advantage 26:26Price Wars vs. Experience Wars 30:46Reinforcing Customer Experience Principles 33:34Taking Action: The Customer Service Aptitude Test Links: Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ 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/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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