Top Ten Quotes: The Experience Maker
I’ve long been a fan of Dan Gingiss, co-host of the Experience This! podcast with Joey Coleman. The podcast is built around the customer service experience, and if you’ve been around this blog space for a while, you know the drill: those of us in the church world can learn quite a bit by observing how businesses engage with their customers…and how they shouldn’t.
That’s why I was excited to get my hands on Dan’s latest book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share. If the word “customer” bugs you, sub in “guest.” And while not everything is 100% transferable to church world, there’s plenty we can pick up.
Here are my top ten favorite quotes:
- The best part about customer experience is that it’s delivered by human beings, and the people at your company are unique.
- No one shares a so-so experience…they share at the extremes—positive and negative.
- …the cost of being just a little bit friendlier was exactly nothing.
- …there’s no such thing as an “offline” experience anymore…everything we do, everywhere we go, we can pull out our phones, take a picture or video, and turn an offline experience into an online experience.
- Extraordinary really just means “better than ordinary.” Your experience is probably ordinary right now, which is why people aren’t sharing things about [their experience].
- [on responding to negative experiences] When you do the right thing for the customer, they often end up happier than if they hadn’t had a problem in the first place.
- Complaints are often more valuable than compliments because they tell a company how it is missing the mark in terms of customer experience.
- Be sure to differentiate between VOC (“voice of the customer”) and what I call AOC (“actions of the customer”). This is critical because what customers say (VOC) and what customers do (AOC) are not always the same.
- …the customer doesn’t care about your company’s organizational structure. The fact that one team is responsible for acquisition, another is responsible for service, and a third for the digital experience is not the customer’s problem. To them, it’s all a single experience.
- “Often providing a better brand experience doesn’t take a lot of money, tech, or people. It takes common sense.” (Dipanjan Chatterjee)
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