#Customer_Service 📞

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Juni 28, 2021

Matt Dixon: The Effortless Experience

Executive Summary

Back in 2007, everyone was talking about customer loyalty and improving their Net Promoter Score (NPS). That’s when Matt Dixon and his colleagues started digging into how this can be improved and influenced by customer service. What they found was not what they were expecting and their research turned from three months into ten years, resulting in the book “The Effortless Experience”. One of their key findings was that delighted customers who had that “wow moment” aren’t actually more loyal than those whose expectations were simply met by customer service. A company should go ahead with delighting their customers with their product, their price, their brand and so on, but when it comes to service they need to make it easy for their customers. An effortless experience and a sticky value proposition is how you keep customers for life.

0 Min.
geballtes Wissen

Zielgruppe:

Startup, KMU & Corporate
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

This podcast gives you a good overview how you can drive customer loyalty by providing an effortless experience that delights customers with ease.

You will learn…

  • …why customer service is not just a “necessary evil”, but an essential part of your business strategy
  • …how to get your customers to advocate for your business by delivering an effortless experience
  • …why delighting customers to give them the “wow effect” within customer service means to make exceptions which aren’t cost-effective and viable
  • …how to increase customer loyalty by delivering a consistent and effortless service experience which meets customer expectations easily
  • …why customers don’t compare your service to your competitors, but are primed by Amazon, Netflix & Co. and expect the same experience from your company

Kapitel

The Art of Customer Service Podcast covers these topics:

  • from 00:00 | Presentation and introduction to the topic
  • from 06:25 | Customer service: the wow-moment
  • from 10:39 | The customer’s experience has to be awesome
  • from 17:08 | The customer’s expectation
  • from 26:58 | Concepts of effortless experience
  • from 28:52 | The Dyson-issue
  • from 34:45 | Farewell
Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

#Customer_Service 📞

|

Juni 28, 2021

Matt Dixon: The Effortless Experience

Executive Summary

Back in 2007, everyone was talking about customer loyalty and improving their Net Promoter Score (NPS). That’s when Matt Dixon and his colleagues started digging into how this can be improved and influenced by customer service. What they found was not what they were expecting and their research turned from three months into ten years, resulting in the book “The Effortless Experience”. One of their key findings was that delighted customers who had that “wow moment” aren’t actually more loyal than those whose expectations were simply met by customer service. A company should go ahead with delighting their customers with their product, their price, their brand and so on, but when it comes to service they need to make it easy for their customers. An effortless experience and a sticky value proposition is how you keep customers for life.

Zielgruppe:

Startup, KMU & Corporate

Dauer:

0 Min.
geballtes Wissen
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

Kapitel

This podcast gives you a good overview how you can drive customer loyalty by providing an effortless experience that delights customers with ease.

You will learn…

  • …why customer service is not just a “necessary evil”, but an essential part of your business strategy
  • …how to get your customers to advocate for your business by delivering an effortless experience
  • …why delighting customers to give them the “wow effect” within customer service means to make exceptions which aren’t cost-effective and viable
  • …how to increase customer loyalty by delivering a consistent and effortless service experience which meets customer expectations easily
  • …why customers don’t compare your service to your competitors, but are primed by Amazon, Netflix & Co. and expect the same experience from your company

The Art of Customer Service Podcast covers these topics:

  • from 00:00 | Presentation and introduction to the topic
  • from 06:25 | Customer service: the wow-moment
  • from 10:39 | The customer’s experience has to be awesome
  • from 17:08 | The customer’s expectation
  • from 26:58 | Concepts of effortless experience
  • from 28:52 | The Dyson-issue
  • from 34:45 | Farewell

Alle Folgen

#Customer_Service 📞

als Playlist

Über das Format

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.
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