Customer Experience

What experience do your customers have?

Welcome to episode 6 of this series. In this absorbing podcast Lee tackles, the

mis-understandings between customer service and customer experience. He offers comprehensive solutions to enhance and develop the customer experience leading to repeating positive interactions.

Lee uses his own experience and expertise to develop our understanding of how to achieve the ultimate – an easy and effortless service that is an enjoyable and personable customer experience.

KEY TAKEAWAYS

There is a difference between customer service and customer experience

Customer service is in place to deal with failure, but the customer experience is now being seen by a number of organisations as the differentiator in business success.

Customer experience is about the customers perceived experience at each interaction during the customer journey

Basic needs

How well are you meeting the basic needs of your customer?

What would you expect at a basic level? Are you satisfying your customers basic need? Ways you can understand how well or not you are doing is to listen to customer service calls. Reviewing inbound calls should be undertaken for leaders of all organisations to pick up trends, issues so that action can be taken.

An Effortless/Easy Journey

Continually map your customers journey to make sure new and existing products and services are making it effortless and easy for your customers to do business with you.

An enjoyable and personable experience

Finally make sure an easy and effortless service never fails make it as enjoyable and personable experience. Make it a delight for customers to do business with you.

BEST MOMENTS

“You need to build a service to prevent that failure happening”

“Look to optimise the entire end to end journey”

“By listening into calls understanding your complain data and speaking to your people who speak to customers on a daily basis you will know what the basic needs of your customers are”

“By looking at the flow of customer journeys and their interactions, you can find out how easy it is for a customer to deal with you”

“Enjoyment is the battlefield where you need to gain the competitive edge”

“Need to continually develop your customer experience to meet changing expectations”

VALUABLE RESOURCES

Other podcasts in 5Ds series 

ABOUT THE HOST

For the last 15 years I have been a multi sector internal or external business improvement consultant, building the improvement capability of individuals, teams and businesses.

In my spare time I enjoy spending time with my 2 young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. 

CONTACT METHOD

You can contact Lee Houghton on: 07813342194

Website: Lee@leehoughton.com

LinkedIn: www.linkedin.com/in/lhoughton/ 

Facebook: www.facebook.com/THEBusinessProblemSolver/

Twitter: https://twitter.com/BusiProbsSolved

Instagram: www.instagram.com/the_business_problem_solver/?hl=en

YouTube: https://www.youtube.com/channel/UCsf0YC2_ZBuhtC_s-AbHaDw