Customer Experience

Executive Summary With every customer comes different pain points and different needs. Could an integrative and tailored approach be just the thing you need to inspire a confidence that will bring your customers back? In a world full of endless options, it’s customer confidence that closes the sale. To buy your product, a customer needs to feel confident in your expertise, and that the product they’re purchasing will fit their needs. Customer service doesn’t have to be commonplace. Sephora established its success by utilizing a combination of technology, atmosphere, and expertise to obtain their customer’s confidence. Focus on delivering a...

If your company doesn’t yet have a customer service recovery framework (a system for dealing with upset customers), then let the current crises spur you to put one in place, sooner rather than later. With external stressors abounding and tempers fraying left and right, these times provide particularly fertile ground for customer complaints and misunderstandings. Once there’s an upset customer in front of you, wagging their finger in your face via video chat or shouting at you on the phone, it’s not a good time to be improvising from scratch. And, indeed, all great customer-centric organizations recognize the inevitability of...

Executive Summary Richard Branson, the 68-year-old founder of Virgin Group, is worth an estimated $4.1 billion. Maybe it accumulated as a result of his business savvy. But, it’s probably a reflection of his commitment to good customer service. According to author Micah Solomon, Branson told him that authentic customer service is crucial to the success of Virgin Brands. Ditching the scripts for tailored conversations and proposing boundaries over mandates when it comes to employee uniforms are just two tools in Branson’s customer service toolbox. Authenticity extends beyond your people to the physical spaces your brand inhabits. Treat commercial designs and...

Executive Summary We’ve all been there, on the other side of the phone, with an employee who’s supposed to help us, but sounds like they’d rather be doing anything else. Using companies like Capital One as an example, Blake Morgan explains how a company’s culture shapes the customer experience. The health of a company’s culture is defined by the way it treats, values, and empowers its own employees. Set your employees up for success by giving them a sense of purpose and empowering them to help your customers. If you want to create a customer-focused company, you must be intentional...