Go beyond simply providing a service and engage your customers with an experience. Create value your customers will gladly pay more for.

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How To Provide World-Class Customer Experience

Introduction

Short description of your first lesson.
Experience As Differentiator

How providing and experience will set you apart from your competition.

Hire The Right People

Hire The Right People

Employees are your main ingredient.
Behavioral Interviewing

Behavioral interviewing allows you to get the response you need to hear from candidates.

Do The Right Things

Do The Right Things, Overview

Summary of Part 2, “Do The Right Things.”
Consider Touchpoints

Pay attention to all the places customers (and potential customers) come in contact with your brand.
What Is Your “Gold Standard” Of Measure

How do you spot and label the “best?”
Be Remarkable

Be worth being remarked about.
Every Customer, Every Time

Consistency.
Fix It, On The Spot

Fix glitches on-the-spot, before they become problems.
Bad & Good News Spreads

With digital tools – customers have a voice to express disappointment and satisfaction.
Customer Experience Basics

A couple of service-based, foundational ideas.
Connect, Discover & Respond

How Starbucks would approach customers with needs.
Equal Opportunity Service

You can’t judge a customer by their jacket.
Going Two Extra Steps

You don’t need to go the extra mile for customers, just an extra step.
Be The Expert

Be a know-it-all.
When You Can’t Help A Customer, Refer Them

Or, the “Miracle on 34th Street” approach.
Anticipate Needs

Be a good host to your guests.
How To Support A Dissatisfied Customer

Things will go wrong. What to do.
Where To Go From Here?

Putting your experience ideas to practice.

Conclusion

Before You Go, Let’s Recap

Five takeaways from the Customer Experience course.