Evaluate Customer Experience

Quick reference

• 00:04 In this video, we're going to continue talking about solutions.
• 00:07 And this one's with a little twist.
• 00:09 This one involves you for you.
• 00:12 What do I mean by that?
• 00:14 You're going to evaluate the customer experience from your experience.
• 00:20 Why is that important?
• 00:21 Well think about anybody who's the best in the world at what they do.
• 00:25 Whether it's an athlete or an entertainer or it's a CEO or
• 00:29 it's a booming business, right?
• 00:32 They're constantly getting better.
• 00:34 They're constantly looking for ways to improve themselves.
• 00:37 And if you wanna improve your revenues.
• 00:39 If you wanna improve the size of your paycheck.
• 00:43 If you want advancement.
• 00:44 if you want promotion.
• 00:45 If you really wanna deliver the best customer service,
• 00:49 you have to continue to keep evolving.
• 00:51 So how do you do that?
• 00:53 One of the best ways is to ask yourself, after every transaction or
• 00:57 every phone call or every customer that comes in the door, ask yourself.
• 01:02 Did you wow them and make the experience special?
• 01:07 And be honest with yourself, right?
• 01:09 Because this is really about you.
• 01:11 Did you wow them and make the experience special?
• 01:15 If you did wow them, maybe jot down, keep a little journal,
• 01:19 or put it into your phone, notes, or something, right?
• 01:22 I did wow them and this is what I did, okay?
• 01:26 Or if you didn't wow them, ask yourself,
• 01:29 well on a scale from one to ten, how would you rate their experience?
• 01:34 And maybe if it was an eight or a four or a three, it happens, right?
• 01:39 Ask yourself, what could you have done to make the experience better?
• 01:46 Faster, friendlier, more fantastic.
• 01:49 What could you have done?
• 01:51 Or maybe jot that down.
• 01:53 How does that help you continue to get better?
• 01:57 Well, the next phone call, you can try these things.
• 02:00 The next person that steps in the door, you'll be thinking about these things.
• 02:04 And if you're doing this every day, day in, day out.
• 02:06 You're asking yourself, wow, did I wow them and make the experience special?
• 02:10 Well, on a scale from one to ten, how would I rate that experience?
• 02:12 What could I have done to make the experience better, faster, friendlier,
• 02:16 more fantastic?
• 02:17 What's gonna happen is, you're gonna start to see the things that work.
• 02:21 And you're gonna start to see the things that don't work.
• 02:23 And you're gonna start to get creative.
• 02:26 It's going to really trigger that innovation in you.
• 02:29 And you're gonna think about how could we make this better?
• 02:32 How could we make this different?
• 02:34 Gosh, what could I have done to make that a ten?
• 02:37 And maybe you don't have the answer.
• 02:39 But maybe you'll go to a coworker or maybe you'll go to one of your leaders or
• 02:42 one of your team leads and ask them gosh, you know what?
• 02:46 How would you suggest that I wow them and make their experience even more special?
• 02:51 Okay, and now you've got a collaborative effort as well.
• 02:54 But this is never ending.
• 02:55 When does it end?
• 02:57 Never, it continues to go.
• 02:59 Just like the athletes.
• 03:01 They're always pushing themselves to go a little faster, go a little further.
• 03:05 And they elevate themselves beyond their wildest dreams.
• 03:08 And you can do that too, in customer service and with your business.

Lesson notes are only available for subscribers.