{"id":32326,"date":"2021-04-06T00:00:00","date_gmt":"2021-04-06T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-jeff-toister-3\/"},"modified":"2024-01-17T10:08:37","modified_gmt":"2024-01-17T10:08:37","slug":"amazing-business-radio-jeff-toister-guaranteed-customer-experience","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jeff-toister-guaranteed-customer-experience\/","title":{"rendered":"An Amazing Customer Experience, Guaranteed with Jeff Toister"},"content":{"rendered":"<h3 aria-level=\"3\"><b><span data-contrast=\"none\">Top Takeaways:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:300,&quot;335559739&quot;:160,&quot;335559740&quot;:264}\">\u00a0<\/span><\/h3>\r\n<ul>\r\n \t<li data-leveltext=\"-\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Broken p<\/span><span data-contrast=\"none\">romises to your customers<\/span><span data-contrast=\"none\"> can be implicit or explicit<\/span><span data-contrast=\"none\"> and are dependent on the situation or marketing <\/span><span data-contrast=\"none\">strategy<\/span><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"-\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">There are many reasons why some promises are not kept<\/span><span data-contrast=\"none\">.<\/span><span data-contrast=\"none\">\u00a0Mistakes\u00a0<\/span><span data-contrast=\"none\">will\u00a0<\/span><span data-contrast=\"none\">happen<\/span><span data-contrast=\"none\"> and there will be miscommunication throughout the management. Or, sometimes, people become busy and a little forgetful.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"-\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Many companies struggle to provide a consistent customer experience. And, inconsistent experiences create distrust and cause customer churn.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"-\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Shep\u2019s<\/span><span data-contrast=\"none\">\u00a0definition of amazement is simply being better than average all the time.<\/span><span data-contrast=\"none\">\u00a0Consistently amazing your customers is key in earning their trust and confidence in your business.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"-\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Advertising\u00a0<\/span><span data-contrast=\"none\">is making a promise to your customers<\/span><span data-contrast=\"none\">. I<\/span><span data-contrast=\"none\">t sets the expectations.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"-\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">A customer\u00a0<\/span><span data-contrast=\"none\">doesn\u2019t<\/span><span data-contrast=\"none\">\u00a0buy a product or service. They buy a solution. For example,\u00a0<\/span><span data-contrast=\"none\">you\u2019ll<\/span><span data-contrast=\"none\">\u00a0buy a\u00a0<\/span><span data-contrast=\"none\">soda<\/span><span data-contrast=\"none\">\u00a0because you\u2019re thirsty.<\/span><span data-contrast=\"none\">\u00a0You buy a drill to make a hole.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"-\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Businesses can use the framework of a guarantee to provide a more consistent\u00a0<\/span><span data-contrast=\"none\">experience. There are <\/span><span data-contrast=\"none\">three<\/span><span data-contrast=\"none\"> elements to an experience guarantee.<\/span><span data-contrast=\"none\">\u00a01) Promise to solve a customer\u2019s problem. 2) Act to solve it. And, 3) Recover from any service failures.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"-\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Think about the real question behind what customers ask you<\/span><span data-contrast=\"none\">.\u00a0<\/span><span data-contrast=\"none\">Then, be aware of the solution they are searching for.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<h3 aria-level=\"3\"><b><span data-contrast=\"none\">Quotes:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:300,&quot;335559739&quot;:160,&quot;335559740&quot;:264}\">\u00a0<\/span><\/h3>\r\n<span data-contrast=\"none\">\u201cAdvertising\u00a0<\/span><span data-contrast=\"none\">helps set the customer\u2019s expectation<\/span><span data-contrast=\"none\">\u00a0on the promises that brands are willing to deliver.\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">\u201c<\/span><span data-contrast=\"none\">Brands need to take\u00a0<\/span><span data-contrast=\"none\">deliberate\u00a0<\/span><span data-contrast=\"none\">action<\/span><span data-contrast=\"none\">s<\/span><span data-contrast=\"none\">\u00a0to\u00a0<\/span><span data-contrast=\"none\">e<\/span><span data-contrast=\"none\">nsure they\u2019re keeping their promises<\/span><span data-contrast=\"none\">.<\/span><span data-contrast=\"none\">\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">\u201c<\/span><span data-contrast=\"none\">The most convenient brands are able to anticipate an issue\u00a0<\/span><span data-contrast=\"none\">that they\u2019re already ready\u00a0<\/span><span data-contrast=\"none\">to solve.<\/span><span data-contrast=\"none\">\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span>\r\n<h3 aria-level=\"3\"><b><span data-contrast=\"none\">About:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:300,&quot;335559739&quot;:160,&quot;335559740&quot;:264}\">\u00a0<\/span><\/h3>\r\n<span data-contrast=\"none\">Jeff Toister\u00a0<\/span><span data-contrast=\"none\">is a<\/span><span data-contrast=\"none\">n author, consultant, and trainer. He helps companies develop customer-focused cultures.<\/span><span data-contrast=\"none\">\u00a0<\/span><span data-contrast=\"none\">He&#8217;s<\/span><span data-contrast=\"none\">\u00a0written four books including\u00a0<\/span><a href=\"https:\/\/www.guaranteedexperience.com\/\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">The Guaranteed Customer Experience<\/span><\/i><\/a><span data-contrast=\"none\">. Thousands of customer service professionals around the world subscribe to Jeff&#8217;s\u00a0<\/span><a href=\"https:\/\/www.toistersolutions.com\/tips\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">Customer Service Tip of the Week<\/span><\/i><\/a><span data-contrast=\"none\">\u00a0<\/span><span data-contrast=\"none\">email.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Shep Hyken<\/span><\/a><span data-contrast=\"none\">\u00a0is a customer service and experience expert,\u00a0<\/span><i><span data-contrast=\"none\">New York Times<\/span><\/i><span data-contrast=\"none\">\u00a0bestselling author, award-winning keynote speaker, and your host of\u00a0<\/span><i><span data-contrast=\"none\">Amazing Business Radio<\/span><\/i><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span>\r\n<h3><b><span data-contrast=\"none\">This episode of\u00a0<\/span><\/b><b><i><span data-contrast=\"none\">Amazing Business Radio with Shep Hyken<\/span><\/i><\/b><b><span data-contrast=\"none\">\u00a0answers the following questions \u2026 and more:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/h3>\r\n<ol>\r\n \t<li data-leveltext=\"%1.\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">How to build trust with your customers?<\/span><\/b><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">What is a broken promise?<\/span><\/b><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"%1.\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">How to deliver an amazing customer experience?<\/span><\/b><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"%1.\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">What is the process for creating a brand promise?<\/span><\/b><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"%1.\" data-font=\"Arial, Arial_MSFontService, sans-serif\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">How to create customer loyalty?<\/span><\/b><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\r\n<\/ol>\r\n<ol>\r\n \t<li style=\"list-style-type: none;\"><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways:\u00a0 Broken promises to your customers can be implicit or explicit and are dependent on the situation or marketing strategy.\u00a0 There are many reasons why some promises are not kept.\u00a0Mistakes\u00a0will\u00a0happen and there will be miscommunication throughout the management. Or, sometimes, people become busy and a little forgetful.\u00a0 Many companies struggle to provide a consistent [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":37585,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[4819,5018],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>An Amazing Customer Experience, Guaranteed with Jeff Toister - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jeff-toister-guaranteed-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"An Amazing Customer Experience, Guaranteed with Jeff Toister - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Top Takeaways:\u00a0 Broken promises to your customers can be implicit or explicit and are dependent on the situation or marketing strategy.\u00a0 There are many reasons why some promises are not kept.\u00a0Mistakes\u00a0will\u00a0happen and there will be miscommunication throughout the management. 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