How to Boost Customer Experience with Stephen Kowal

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

1. How does connectivity boost customer experience? 
2. How does poor cellular connectivity affect the customer experience in commercial and retail buildings? 
3. What role does boosting cellular signals play in ensuring public safety and first responder communication? 
4. How does cellular connectivity impact customer decision-making and purchases in retail environments? 
5. Why is seamless cellular connectivity essential for a positive customer experience in today’s digital world?

Top Takeaways

• Ensuring strong and reliable cellular and Wi-Fi signals in buildings is crucial for a seamless customer experience. Connectivity issues can impact everything from emergency calls in elevators to personalized store promotions. It is now important for businesses to invest in infrastructure that supports strong digital connections behind the scenes. 

• Connectivity empowers customers by enabling them to make informed purchasing decisions in the moment.  The ability to access information in real time can guide customers to choose according to their needs, leading to better satisfaction and potentially higher sales for businesses. 

• Seamless connectivity is vital for customer satisfaction and public safety. Reliable signals inside buildings ensure that customers can ask for help when they need it and emergency responders can communicate effectively. Good connectivity protects experiences and lives. 

• Connectivity is no longer a luxury but a necessity for delivering exceptional experiences. Providing strong and reliable connectivity is a requirement to meet the expectations of smart, modern customers. 

• Plus, Shep and Stephen share their own customer experiences related to connectivity and coverage. Tune in! 

Quotes:

“Stores used to be afraid of online sales. They used to be afraid that if customers could research it online, they might see that it is cheaper elsewhere. But, they have found if customers can validate their purchase decisions while in the store, that experience instant gratification and end up leaving with the product and sometimes even spending more.” 

“Customers become aware of the absence of technology because there is irritation, yet it’s taken for granted when it’s present. Customers just expect their phones to work wherever they are. Retailers must understand the importance of seamless technology for an exceptional customer experience.” 

“Connectivity is no longer a luxury. It is required. We must aim for exceptional experiences for everyone, including ensuring seamless connectivity.” 

About:

Stephen Kowal is the Chief Commercial Officer (CCO) of Nextivity, a company that helps businesses boost connectivity, public safety, and seamless experiences.

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