How To Sell Customer Experiences Not Customer Service [Video]

In this episode of the Duct Tape Marketing Podcast, I had the pleasure of interviewing Jeannie Walters.

Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that helps companies increase sales and customer retention through elevated customer experiences.

Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is the leading authority for improving employee and customer relationships.

Jeannie is a charter member of the Customer Experience Professionals Association, having worked with numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase; an educator whose LinkedIn Learning courses have been watched by more than 500,000 learners; a Certified Speaking Professional and a Professional Member of the National Speakers Association, speaking to tens of thousands of people across three continents.

In this episode, we discuss the importance of understanding and improving customer experience—not service, experience! We also discuss the relationship between customer experience and marketing, the role of technology, generational differences in customer expectations, the significance of speed (how soon is “soon”?), and the necessity of building a customer-centric culture. Jeannie emphasizes the need for organizations to adopt a mindset focused on customer experience, implement effective strategies, and continuously test and adapt their approaches based on feedback.

Key Takeaways:

Marketing and customer experience are complementary but distinct.
Customer experience encompasses the entire journey between a brand and a customer.
Technology should enhance, not replace, human interaction in customer service.
Generational differences affect customer expectations and behaviors.
Speed is a critical expectation in today’s customer experience landscape.
A customer-centric culture is essential for delivering exceptional experiences.
Organizations must define success metrics for customer experience initiatives.
Testing and feedback are crucial for refining customer experience strategies.
Customer journey mapping should involve frontline employees and customers.
Transparency and alignment with values attract modern consumers.

Chapters:

[00:00] Understanding Customer Experience
[02:50] The Relationship Between Marketing and Customer Experience
[05:51] Navigating Technology in Customer Experience
[08:57] Generational Differences in Customer Expectations
[12:01] The Importance of Speed in Customer Experience
[14:46] Building a Customer-Centric Culture
[18:10] Implementing Customer Experience Strategies
[21:11] The Role of Testing and Feedback in Customer Experience

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