Five Steps to Delivering an Exceptional Customer Service
Shep Hyken interviews Katie Mares, a brand experience expert and the author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer. She talks about how each touchpoint in a customer’s journey impacts their perception of your business and how you can create moments that elevate their experience.
“A transactional experience is very utilitarian. It is focused on the facts and the practical aspects of the customer relationship. An interactional experience goes beyond that. It is focused on emotional shift that creates trust that leads to the purchase and the loyalty after that.”
“Women refer people that they know to a business 33% more than men. Women have the potential to influence 3 to 4 generations of purchases.”
“A woman wants to be acknowledged. Building rapport and having a conversation are important to her. When you take the time to create a genuine relationship with your female customers, you will build the connection and the trust that lets her know you will take care of her throughout the entire journey.”
“Breakdown the customer journey and at every touch point be aware of how you can elevate it in order to capture your customer’s heart, mind, and pocketbook.”
Katie Mares is a brand experience expert and the author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer. She is the Chief Inspiration Officer at Katie Mares, where she helps brands design experiences for their customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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