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Jeff Toister on a guaranteed customer experience

Jeff Toister on a guaranteed customer experience

Inside Intercom Podcast

Customer experience vs customer service

They do get mixed up a lot. But there is a very important distinction.

  • Customer service is part of the broader customer experience. Customer experience means all of the interactions a customer has with a brand and how they feel about those interactions (the people yo...

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The whole concept of an experience guarantee is based on the idea that your customer is trying to solve a problem, and that’s the insight you need to have to create a wonderful experience and experience guarantee.

The way you do this is by listening to your customers. And ...

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To create an experience that allows you to win customers and retain them:

  1. Make a guarantee, promise to solve the problem. This could be a customer service provider saying. “I’m going to take care of this for you.”
  2. Keep the promise: Making a pr...

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JEFF TOISTER

“When you promise to solve a particular problem, you’re also saying, in effect, ‘If your problem falls outside of this, we might not be the best choice for you'”

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JEFF TOISTER

“When companies try to be all things to all people, they end up not being very good”

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Once you identify that problem and you make a particular promise, then you can focus on your customer experience. Whether it’s your marketing, operations, delivery, customer support, you name it, your focus can be on keeping that promise.

That’s an important aspect because it give...

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