Customers Uncensored What they wish you knew Dustin

Think Differently Lead Courageously Live Passionately

“I’m right there in the room and no one even acknowledges me!”

Customer Experience (CX): The product of an interaction between an organization (or employee) and

Give your customers a seat at the table.

There is a difference. “Your convenience is great, but your service isn’t. ” What

Don’t… “When I’m angry listen to me and then make it right. ” Argue

“Forget what I say, I love it when you make improvements. ”

Male Saiga Antelope “Please, just be you!”

Marketing “Please, just be you!” vs. Branding

GO make it happen! Dustin Kaehr dk@dustinkaehr. com 574. 238. 8974 dustinkaehr. com

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Customers Uncensored What they wish you knew! Dustin Kaehr dustinkaehr. com

Think Differently

Think Differently Lead Courageously

Think Differently Lead Courageously Live Passionately

“I’m right there in the room and no one even acknowledges me!”

Customer Experience (CX): The product of an interaction between an organization (or employee) and a customer over the duration of their relationship. This interaction includes a customer’s attraction, awareness, discovery, cultivation, advocacy, and purchase or use of service. Wikipedia

Give your customers a seat at the table.

There is a difference. “Your convenience is great, but your service isn’t. ” What are your “duh” questions. . . and are you training for them?

Don’t… “When I’m angry listen to me and then make it right. ” Argue with them Make them wait Take it personally Blame employees Assume Do… Listen first Take ownership Thank them Admit mistakes Support employees

“Forget what I say, I love it when you make improvements. ”