What You'll Discover In This Episode:
No matter how much blood, sweat, and tears you put into building your brand, your customersā experience interacting with your business actually becomes your brand. And if itās a memorable, positive experience, you will not only keep your customers coming back for more but you will make them ambassadors on behalf of your brand and extensions of your sales team. That is why it is of the utmost importance to deliver an extraordinary customer experience and prioritize creating processes that help you deliver that same level of experience consistently and sustainably.
So where should you focus on upleveling your customer experience? Thatās easyā¦ everywhere your customers interact with your brand in person or virtually. That includes the marketing phase as they contemplate hiring you, the sales phase as they move into the funnel, the service phase as you start working with them, and the call for renewal phase when they decide whether to stick with you and your brand or not.
In this episode of the Small Business Straight Talk Podcast, I sit down with Joseph Michelli, an organizational consultant with a focus on customer experience, to dive into his knowledge of exceptional business practices that help leaders and their teams deliver an extraordinary customer experience that prioritizes people.
Episode Links & Resources:
About Guest:
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. Joseph is a professor of service excellence and a New York Times #1 bestselling author.