Sales and marketing play a very critical role in any business, but being able to provide a remarkable customer experience is what will eventually keep them coming back. It’s all about experience.
Our guest today is Matt Ruedlinger, He is the Founder and CEO of Triple R Marketing, a marketing firm where they learn about not only the business, but also the customer and their customers. In this episode, you will learn more about how to create remarkable customer experiences so your customers will feel like royalty that they’ll talk about you over and over again thus growing your business.
Here are the highlights of my conversation with Matt:
Matt coolest sales experience when he was the customer at a barbecue place
Customer Satisfaction as the Bare Minimum:
Customer satisfaction can’t be used as a measure because it’s the bare minimum that people accept. Exceed customer expectation so they will talk about your company. Know about the customers. Do a little something special and different. Create that personal connection or relationship.
Strategies for creating remarkable customer experiences:
1. Map out the customer journey
Start off with a poster board you can put on your wall. List down categories of every touching point you have with the customer (ex. Website experience, phone call) Understand every touch point you have to make sure it’s a good one. Make this assessment 2-3 times a year and think about how you can make each section a little better.
How is it going to be so much better than what’s out there now that makes their life easier?
How can you implement a system to make that experience?
2. Find out what makes you unique.
What is something that you can do that is different than competition and that makes you stand out? Matt’s company never forgets birthdays. Caramels are their signature gifts to customers who are celebrating their birthdays.
3. Zone in on who your clients are.
There’s not a one size fits all. You’ve got to tailor it to specific people. What means something to one may not mean the same to another.
4. The Power of Customer Feedback
Reach out to your customers and find out from them how you can do better in a way that you will make an impact and make their life easier. Then start to collaborate those ideas. Also listen to the input of your employees.
The customers are in charge now. When they speak, you’ve got to listen to them because that’s where the experience comes in. You’re just a google search away from being replaced.
5. Put the right people in the right positions.
Empower them to do what they do and create those experiences. Give them the right training necessary.
6. Consistency is key.
Once you’ve raised that bar, customers will expect. Be sure to continue to meet and exceed those expectations and the story gets told more and over and over again.
Matt’s Major Takeaway:
Always clients what can you do to improve and make an experience for them. Constant communication with your customers is key to your business growth and creating an experience.
Get connected with Matt through firstname.lastname@example.org and check out their website www.triplermarketing.com. Or connect with him on LinkedIn.
Also check out Joan’s Caramels.
The Experience Economy by Joseph Pine II and James H. Gilmore
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