How to Know What Your Customers Feel and What to Do With It
Shep Hyken interviews Anita Toth, Chief Churn Crusher at Anita Toth Inc, a Voice of the Customer Strategy, Education, and Research firm. She talks about creating an amazing experience at every stage of the customer’s journey.
“When customers start to feel like they made the wrong decision to do business with you, changing their mind is like turning a massive ship in the ocean. It takes a lot of effort to make it happen.”
“Even if the customer did not get the results that they expected, if they walk away knowing that you are there to help them, they walk away feeling valued.”
“We talk about what the customer wants, needs, and thinks. But, decisions are made based on feelings. It is based on the feeling of success, the feeling of failure, the feeling of being valued, or the feeling of being neglected.”
“Stop talking. Start listening. Listen to what your customers are saying and ask them about their feelings.”
Anita Toth is the Chief Churn Crusher at Anita Toth Inc. She helps companies increase customer retention by helping them better understand what their customers think, need, and feel.
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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