Sales and marketing assets by Share Your Genius
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“Dozens or hundreds or even thousands of decisions that you make in your business every single day contribute to what we have decided to call ‘the customer experience.’”
Jay Baer is a customer experience expert and advisor, best selling CX author, and in-demand keynote speaker. According to Jay, when it comes to CX, actions speak much louder than words. And yet, so many companies claim to be ‘customer obsessed’ right up to the moment they have to take action.
In this episode, Jay breaks down why companies should take a granular approach to CX. As you listen, you’ll learn how to understand your customer’s expectations so you can exceed them.
You’ll learn:
Listen For: [04:21] What CX element businesses don’t have a strategy for, but should [07:37] Customer experience is about action, not philosophy [10:28] CX is everyone’s job [12:53] Why B2B companies haven’t perfected self-service [16:16] Answering questions before they’re asked [19:02] A chronically underutilized metric [21:12] Finding the correlation between CX and lifetime value [22:34] Jay’s CX advice to CEOs