Ridiculously Simple Customer Experience

How to Quickly Build and Maintain a CX Juggernaut

De: Steve Stauning, Conner Stauning

Narrado por: Virtual Voice

Pleasing the customer to the point they will go out of their way to do business with you isn't hard - in fact, it's ridiculously simple! This book contains everything you, your team, or your entire organizations needs to quickly build and maintain a CX juggernaut.

“What’s a CX juggernaut?” you ask.

We think the simplest way to explain this is to point to Chick-fil-A. Chick-fil-A is a CX juggernaut.

Despite being closed on Sundays and despite the constant calls for boycotts because of stances on controversial issues, the average Chick-fil-A restaurant earns more revenue per year than the average Wendy’s, Burger King, KFC, and Subway… combined!

The benefits are clear: pleasing the customer – that is, creating a great customer experience (CX) – leads to greater revenue and profits, while reducing marketing and other costs. Moreover, CX done right increases employee satisfaction – reducing negative turnover and freeing up your frontline managers to lead instead of being caught in the never-ending cycle of recruiting and hiring.

Of course, becoming a CX juggernaut and providing a great customer experience every time isn't about staffing a large customer service call center or "putting out fires," it's about getting things right the first time because great customer service means never having to say you're sorry.