Why CX Matters Most When Everything Falls Apart - The Crucial Moments Companies Can’t Ignore!

Customer experience (CX) for me is how a customer feels about themselves in an interaction with a brand. It's not about how they feel about the brand. And, unfortunately, most people have. a lot of internal negative, a lot of internal dialogue that's quite negative.
And when they get into these interactions, they, these stories gang up on them and they associate every time they were rejected, every time they were disrespected, every time they lost something every time they lost money every time they didn't get the service that they felt they were worthy of they associate that with your brand and that's not good for business.
That's really not good for business so the brands that understand that they design these interactions with very specific target emotions in mind the other angle I want to give you is The way your employees feel every day at work, that is how they're going to make your customers feel. When you want to start transforming your customer experience (CX), it's really an inside job.
You need to start focusing on your employees. The choices that we as humans have, actually the way we operate are really simple. We move away from pain. We move towards pleasure. So the brands that give us pleasure and make us feel great about ourselves, we will buy from them.
We will hang out with them. We will spend time with them. The brands that give us pain, we will avoid them because we don't want to feel any more shitty about ourselves than we already, than what we already do. So we will avoid them. We will not buy from them. And every opportunity we get, we will tell our friends how terrible they are and how bad they made us feel.
That's not good for business. So think about your brand in the context of pain and pleasure. And when you're dealing with complaints, there's already a lot of pain and you want to alleviate that pain as quickly as possible. I'm not saying give away stuff for free. I'm saying speak to the pain. Don't move away from that customer.
Our typical response to that is, I'm sorry, the computer says no, that's not our process. And that is pretty much a fight-flight response that we get when we are faced with complaints.
We want to teach you to be ready not for battle but to love your customers back to life. To create loyalty in those moments where the experience breaks. You can join us online, or immerse yourself in the beautiful surroundings of Mauritius for an in-person experience this October.
Register here for the Masterclass in Superior Service Recovery 3-4 October Online and 16-17 October in Mauritius.
Online: www.brandloveg...
Mauritius: www.brandloveg...
More ways to connect:
Linkedin - / brandlovecxp
Facebook - / brandlovecxp
Instagram - / brandlovecxp
Brandlove was established in 2012 as a customer-focused innovation consulting and training agency. This year we celebrate 10 years of putting the heart back into experiences, one interaction at a time.
BrandLove is not a wise-ass, tell-you-what-to-do consultancy, and neither are we a kiss-ass tell-you-what-you-want-to-hear agency. BrandLove is a partner, working with brands to connect the dots. We are facilitators of an authentic discovery process, to help organizations find and implement their experience essence, while creating a safe space for design-thinking, collaboration and innovation.
We provide our clients with very pragmatic actions to immediately start improving their customer experience. In addition to that we guide the long term strategy to achieve customer and employee experience objectives.
- CX Agency of the Year 2022 (Customer Centricity World Series Awards)
- Member of the Customer Experience Professional's Association (CXPA)