We all have the power to be critics. We can instantly tweet about a meal we had, complain to a business by tagging them on Facebook, and bombard them with negative messages via Instagram and its Stories feature. That’s why creating a good customer experience must be at the top of your priority list as a business owner.
In this episode, we share recent experiences with major companies and how a poor experience was turned around by each. We also praise Canva for how they handled a major issue with their service on Black Friday. Overall, we stress why it’s important to be consistent with your service and give someone a reason to come back and see you again. Treat every customer as if they're a critic because, thanks to social media, everyone is.
Customer service versus customer experience - aim for the experience!
Good customer experience breaks down to consistency
Customer experience is a two way street. When someone does something good, make an effort to tell them (because most of the time, customers are irrationally mean to these technicians/customer service reps/restaurant servers, etc and the positive feedback is almost more meaningful than negative feedback)
If your customer is experiencing a bad product over and over, it could turn them off from doing business with you
You can’t condemn a place based on one bad experience
Everyone from the top down has to be on the same page and you must have a protocol to manage customer complaints
Take the time to address user issues when they pop up (or find someone to help you, like we discussed in Episode 3: Why Cutting Corners in Your Marketing Will Get You Nowhere)
Deliver a consistent message and give someone a reason to come back and see you again
Key Conversation Timemarks
1:34: Customer service versus customer experience
3:10: Angelica’s customer experience example
14:02: Jason’s customer experience example
20:00: The customer’s responsibility in the experience
22:31: Canva and how they provided an excellent customer experience
Resources and Businesses Referenced in this Episode