119: State of CX
John recently had the incredible opportunity to chat with Shep Hyken, a true expert in the customer service and experience world and a best-selling author. They discussed the current landscape of customer service and its crucial role in building customer loyalty.
Their conversation led them to explore the fascinating statistics from the 2023 ACA study, revealing that customers are willing to pay more for excellent service and the significant impact convenience has on satisfaction and loyalty. Shep also shared insights from his latest book, “I’ll Be Back: How to Get Customers to Come Back Again and Again,” outlining a six-step process for creating loyal, lifelong customers. John and Shep even tackled the concept of price irrelevance and how an exceptional experience can make price a secondary concern for customers.
John and Shep reflected on the importance of trust, emotional connection, and authenticity in cultivating customer loyalty. Their discussion was filled with tips and actionable advice for anyone looking to revolutionize their customer service and stand out in today’s competitive marketplace.
Here are just a few takeaways:
- Customer Loyalty and CX Importance
- Customer Service and Price Irrelevance
- Improving Customer Experience and Loyalty
- Reflections on Life and Friendship
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple ‘+’ in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
