A convenient, frictionless experience is something that consumers want and need, and are willing to pay for.
Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience.
Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers. Delivering convenience is going to be the battleground for what future customer service is all about.
Shep talks about a list of the top retailers who create the best customer service list, provided by Bruce Temkin, co-founder of the Customer Experience Professionals Association. Ace Hardware, which tops the list, also understands the importance of creating customer convenience. For example, one of the ways they deliver this convenience is through “rock star” parking. Parking spaces just steps from the store’s door can help make shopping effortless. Having smaller stores that are easier for customers to navigate is also a way Ace delivers a convenient experience.
Shep begins his interview by asking Matt Dixon how can we build a differentiating, loyalty-building service experience. Dixon says that in this market where so many consumers look at products as commodities, there are four steps you can take:
Matt Dixon is Group Leader of the Financial Services and Customer Contact Practices of CEB. His first book, The Challenger Sale: Taking Control of the Customer Conversation, was a #1 Amazon and Wall Street Journal bestseller. His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results.
Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.
“The Staples easy button. That’s the idea I try to get into C-level officers’ heads. What is it going to take to get customers to hit that button?”– Matt Dixon
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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