The video discusses the importance of customer service and customer experience in business, using a hypothetical exercise to illustrate the concepts. The speaker encourages viewers to identify businesses they frequently visit and ask themselves why they keep going back. The reasons are often related to six factors: speed, quality, affordability, luxury, user-friendliness, and exceptional customer service. The speaker emphasizes that customer service is often overlooked by entrepreneurs, but it's a crucial aspect of business success.
The speaker differentiates between customer service and customer experience, describing customer service as a reactive response to customer needs, and customer experience as a proactive approach that goes above and beyond to exceed customer expectations. The speaker uses several examples of companies known for their exceptional customer service, such as BMW, Nordstrom, Amazon, Zappos, and Apple, to illustrate this point.
The speaker concludes by encouraging viewers to think about their own businesses and consider how they can enhance customer service and customer experience to attract and retain customers. The speaker also announces a contest for three lucky winners to receive a private mentoring session, and invites viewers to submit a video explaining why they love the speaker's content.
1. The speaker suggests creating a list of companies or businesses that you frequently visit and asking yourself why you keep going back. This exercise can help identify key factors that make you return to these businesses.
2. The six reasons identified for frequent visits to a business are: speed, quality, affordability, luxury, user-friendliness, and excellent customer service.
3. The speaker emphasizes that customer service is often overlooked by businesses, despite its importance.
4. The speaker provides examples of businesses known for excellent customer service, including BMW, Nordstrom, Amazon, Zappos, and Apple.
5. The speaker differentiates between customer service and customer experience, explaining that customer service is reactive (responding to customer issues), while customer experience is proactive (anticipating and exceeding customer expectations).
6. The speaker discusses the concept of VIP customers, explaining that these are customers who receive exceptional service and become brand ambassadors, promoting the business to others.
7. The speaker concludes by urging businesses to strive for excellence in both customer service and customer experience, and to aim to convert regular customers into VIPs.