How To Sell Customer Experiences Not Customer Service

On this episode of the Duct Tape Advertising Podcast, I had the pleasure of interviewing Jeannie Walters.

Jeannie Walters is an award-winning buyer expertise knowledgeable, worldwide keynote speaker, and Founding father of Expertise Investigators, a agency that helps corporations improve gross sales and buyer retention via elevated buyer experiences.

Trailblazing the motion from “Reactive Buyer Service” to “Proactive Buyer Expertise,” Walters is the main authority for bettering worker and buyer relationships.

Walters is a founding member of the Buyer Expertise Professionals Affiliation and a trusted advisor to quite a few Fortune 500 corporations, together with Orangetheory Health, SAP, Comcast, and JPMorgan Chase. As an educator, her LinkedIn Studying programs have impressed over 500,000 learners worldwide. A Licensed Talking Skilled and proud Skilled Member of the Nationwide Audio system Affiliation, Jeannie has captivated audiences of tens of 1000’s throughout three continents together with her experience and insights.

On this episode, we talk about the significance of understanding and bettering buyer expertise—not service, expertise! We additionally talk about the connection between buyer expertise and advertising, the function of expertise, generational variations in buyer expectations, the importance of pace (how quickly is “quickly”?), and the need of constructing a customer-centric tradition. Jeannie emphasizes the necessity for organizations to undertake a mindset targeted on buyer expertise, implement efficient methods, and constantly check and adapt their approaches primarily based on suggestions.

Key Takeaways:

Advertising and buyer expertise are complementary however distinct.
Buyer expertise encompasses your complete journey between a model and a buyer.
Know-how ought to improve, not exchange, human interplay in customer support.
Generational variations have an effect on buyer expectations and behaviors.
Pace is a important expectation in at this time’s buyer expertise panorama.
A customer-centric tradition is important for delivering distinctive experiences.
Organizations should outline success metrics for buyer expertise initiatives.
Testing and suggestions are essential for refining buyer expertise methods.
Buyer journey mapping ought to contain frontline staff and clients.
Transparency and alignment with values appeal to trendy customers.

Chapters:

[00:00] Understanding Buyer Expertise
[02:50] The Relationship Between Advertising and Buyer Expertise
[05:51] Navigating Know-how in Buyer Expertise
[08:57] Generational Variations in Buyer Expectations
[12:01] The Significance of Pace in Buyer Expertise
[14:46] Constructing a Buyer-Centric Tradition
[18:10] Implementing Buyer Expertise Methods
[21:11] The Function of Testing and Suggestions in Buyer Expertise

Extra About Jeannie Walters:

Try Jeannie Walters‘ Website
Join with Jeannie Walters on LinkedIn

This episode of the Duct Tape Advertising Podcast is dropped at you by:

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