Customer Satisfaction

A memorable customer experience is more crucial today than ever.

The fact is that many transactions that once upon a time could only be done with human interaction can now be completed electronically, whether on the computer or an app on a cell phone.

๐—ก๐—ผ๐˜„, ๐˜„๐—ฒ ๐—ต๐—ฎ๐˜ƒ๐—ฒ ๐˜๐—ผ ๐—ณ๐—ถ๐—ป๐—ฑ ๐˜๐—ต๐—ฎ๐˜ ๐—ต๐—ฒ๐—ฎ๐—น๐˜๐—ต๐˜† ๐—ฏ๐—ฎ๐—น๐—ฎ๐—ป๐—ฐ๐—ฒ ๐—ฏ๐—ฒ๐˜๐˜„๐—ฒ๐—ฒ๐—ป ๐—ฒ๐—บ๐—ฏ๐—ฟ๐—ฎ๐—ฐ๐—ถ๐—ป๐—ด ๐˜๐—ฒ๐—ฐ๐—ต๐—ป๐—ผ๐—น๐—ผ๐—ด๐˜† ๐—ฎ๐—ป๐—ฑ ๐—ฏ๐—ฒ๐—ถ๐—ป๐—ด ๐—ฎ ๐˜ƒ๐—ฎ๐—น๐˜‚๐—ฎ๐—ฏ๐—น๐—ฒ ๐—ฎ๐˜€๐˜€๐—ฒ๐˜ ๐˜๐—ผ ๐—ผ๐˜‚๐—ฟ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€.

Our goal should not be to simply do what other agencies are doing better, but rather be the only agency doing things a certain way.

๐—œ๐—ณ ๐˜†๐—ผ๐˜‚ ๐—ต๐—ฎ๐˜ƒ๐—ฒ๐—ปโ€™๐˜ ๐—ฑ๐—ผ๐—ป๐—ฒ ๐˜€๐—ผ ๐—ฟ๐—ฒ๐—ฐ๐—ฒ๐—ป๐˜๐—น๐˜†, ๐˜๐—ฎ๐—ธ๐—ฒ ๐—ฎ ๐—ฐ๐—น๐—ผ๐˜€๐—ฒ ๐—น๐—ผ๐—ผ๐—ธ ๐—ฎ๐˜ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ ๐—ฒ๐˜…๐—ฝ๐—ฒ๐—ฟ๐—ถ๐—ฒ๐—ป๐—ฐ๐—ฒ.

View your customerโ€™s experience through the lens of the customer.

While we used to include the physical atmosphere of the office in a customer experience deep dive, in todayโ€™s climate, itโ€™s more about a virtual connection.

Here are some questions to help you evaluate your customerโ€™s experience:

  • ๐‘ฏ๐’๐’˜ ๐’‚๐’“๐’† ๐’„๐’–๐’”๐’•๐’๐’Ž๐’†๐’“๐’” ๐’ˆ๐’“๐’†๐’†๐’•๐’†๐’… ๐’˜๐’‰๐’†๐’ ๐’•๐’‰๐’†๐’š ๐’˜๐’‚๐’๐’Œ ๐’Š๐’ ๐’๐’“ ๐’„๐’‚๐’๐’ ๐’Š๐’?
  • ๐‘พ๐’‰๐’‚๐’• ๐’˜๐’๐’“๐’…๐’” ๐’‚๐’“๐’† ๐’•๐’‰๐’†๐’š ๐’‰๐’†๐’‚๐’“๐’Š๐’๐’ˆ? ๐‘ฏ๐’๐’˜ ๐’…๐’๐’†๐’” ๐’•๐’‰๐’† ๐’•๐’๐’๐’† ๐’๐’‡ ๐’•๐’‰๐’๐’”๐’† ๐’˜๐’๐’“๐’…๐’” ๐’”๐’๐’–๐’๐’…?
  • ๐‘จ๐’“๐’† ๐’•๐’‰๐’†๐’š ๐’ˆ๐’“๐’†๐’†๐’•๐’†๐’… ๐’ƒ๐’š ๐’‚ ๐’”๐’Ž๐’Š๐’๐’Š๐’๐’ˆ ๐’‡๐’‚๐’„๐’† (๐’†๐’—๐’†๐’ ๐’Š๐’‡ ๐’š๐’๐’–๐’“ ๐’‡๐’‚๐’„๐’† ๐’„๐’‚๐’โ€™๐’• ๐’ƒ๐’† ๐’”๐’†๐’†๐’)?
  • ๐‘ฐ๐’” ๐’Š๐’• ๐’‚ ๐’„๐’๐’Ž๐’‘๐’๐’†๐’•๐’†๐’๐’š ๐’…๐’Š๐’‡๐’‡๐’†๐’“๐’†๐’๐’• ๐’†๐’™๐’‘๐’†๐’“๐’Š๐’†๐’๐’„๐’† ๐’•๐’‰๐’‚๐’ ๐’š๐’๐’–๐’“ ๐’„๐’๐’Ž๐’‘๐’†๐’•๐’Š๐’•๐’Š๐’๐’?
  • ๐‘พ๐’Š๐’๐’ ๐’•๐’‰๐’†๐’š ๐’“๐’†๐’Ž๐’†๐’Ž๐’ƒ๐’†๐’“ ๐’•๐’‰๐’‚๐’• ๐’†๐’™๐’‘๐’†๐’“๐’Š๐’†๐’๐’„๐’† ๐’๐’†๐’™๐’• ๐’˜๐’†๐’†๐’Œ?
  • ๐‘พ๐’Š๐’๐’ ๐’•๐’‰๐’†๐’Š๐’“ ๐’†๐’™๐’‘๐’†๐’“๐’Š๐’†๐’๐’„๐’† ๐’ƒ๐’† ๐’”๐’ ๐’Ž๐’†๐’Ž๐’๐’“๐’‚๐’ƒ๐’๐’† ๐’•๐’‰๐’‚๐’• ๐’•๐’‰๐’†๐’š ๐’‚๐’“๐’† ๐’Ž๐’๐’—๐’†๐’… ๐’•๐’ ๐’“๐’†๐’„๐’๐’Ž๐’Ž๐’†๐’๐’… ๐’•๐’‰๐’†๐’Š๐’“ ๐’‡๐’‚๐’Ž๐’Š๐’๐’š ๐’‚๐’๐’… ๐’„๐’๐’๐’”๐’†๐’”๐’• ๐’‡๐’“๐’Š๐’†๐’๐’…๐’” ๐’•๐’ ๐’š๐’๐’–?

You know that we operate in a highly competitive, commoditized industry. What we sell is intangible. Weโ€™re selling a promise.

Customers cannot see, touch, smell, taste or feel that promise.

T๐—ต๐—ฒ ๐—ป๐˜‚๐—บ๐—ฏ๐—ฒ๐—ฟ ๐—ผ๐—ป๐—ฒ ๐—ฑ๐—ถ๐—ณ๐—ณ๐—ฒ๐—ฟ๐—ฒ๐—ป๐˜๐—ถ๐—ฎ๐˜๐—ถ๐—ป๐—ด ๐—ณ๐—ฎ๐—ฐ๐˜๐—ผ๐—ฟ ๐˜„๐—ฒ ๐—ฐ๐—ฎ๐—ป ๐—ผ๐—ณ๐—ณ๐—ฒ๐—ฟ ๐—ถ๐˜€ ๐—จ๐—ฆ — ๐˜๐—ต๐—ฒ ๐—ฝ๐—ฒ๐—ผ๐—ฝ๐—น๐—ฒ!

While embracing technology is crucial for us to remain relevant in this modern-day world, itโ€™s imperative that we work harder than ever to remain a valuable asset for our customers.

Learn more strategies to stand out, plus avoid making the same mistakes Scott did during his early agency years, in this online training.