Elevated Experience Equals Emotional Engagement with Richard Weylman

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies create elevated experiences at every touch point for their customers? 
2. How does the concept of “lifetime value” impact customer-focused decision-making? 
3. What’s the significance of emotional engagement in driving customer loyalty and revenue? 
4. How can small, personalized gestures impact the customer experience? 
5. How does cultivating relationships with customers contribute to long-term profitability? 

Top Takeaways

• There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic. 

• Understand your customers’ lifetime value (LTV). By recognizing a customer’s potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs.  

• Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities. 

• Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty. 

• Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in! 

Quotes:

“What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement.” 

“When you engage with customers emotionally, no amount of marketing dollars will take away the sense of advocacy they develop for you because of how they are treated.” 

“When you elevate the experience, you create emotional engagement that creates rock-solid relationships that drive revenue.” 

“If you want to de-commoditize your products or services, focus on building a relationship with your customers. They will stand in line to do business with you because of how you treat them.” 

About:

Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace. His latest book, 100 Proven Ways to Acquire and Keep Clients for Life, is now available on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.