Transform a Customer Into a Brand Ambassador

Bite-Sized Delight From the Episode:

• How one employee can turn a customer into a brand ambassador.
• Why wedding photography is about more than just the photos.
• One smart luggage company’s response to shifting regulations.
• The improvements customers are looking for in the B2B experience.

DISSECTING THE EXPERIENCE: Wedding Day [03:58–11:13]

This week on the show, we’re hearing from listeners about their experiences. First up, we have Nate Brown, a CX professional who leads the CX Accelerator and also runs a wedding photography passion project with his spouse on the side. His customer recently reached out to say how wonderful a job they did—without even having seen the pictures yet—because they provided such a great experience.

Tweetable Quotes

It’s been neat having our customer experience background apply to this little photography business. #CX Share on X
We have a tendency to become results-oriented and forget that it’s actually managing the perceptions of the people that are involved. #CX Share on X
The experience is the product, that is actually what they’re paying for. #CX @thejoeycoleman Share on X
The customer experience begins way before the product or service is delivered. @dgingiss #CX Share on X

Takeaways

• The customer experience begins way before the product or service is delivered.
• When you are in a service business that caters to major life events like weddings or birthdays, remember that it’s all about the customer.
• Don’t be afraid to share your successes—consumers value ratings and reviews highly when they make purchasing decisions.

THIS JUST HAPPENED: Banana Republic [11:13–18:46]

If you remember episode 25, we talked about Dan’s friend, Chris Strub, who wrote 50 States, 100 Days. Recently, he’s been using video to chronicle his customer experiences and had a standout time at a Banana Republic. We look at how a retail worker went above and beyond to help him find an inexpensive pair of pants and made Chris a brand ambassador.

Best customer service experience I’ve had all year, here at @BananaRepublic @WaltWhitmanShop in Huntington, NY. Major shoutout to manager Joel — as well as the team in Harrisburg, PA — for going way above and beyond for me. It’s much appreciated. #custserv pic.twitter.com/mZiNE7gBkF

— Chris Strub (@ChrisStrub) February 24, 2018

Tweetable Quotes

We live in a world where your customers have the opportunity to broadcast to thousands of their friends and followers immediately after a customer experience. #CX @thejoeycoleman Share on X
Banana Republic got a free video by creating a remarkable customer experience. #CX. @dgingiss Share on X
It only takes one great employee to make a customer’s experience remarkable and create a brand ambassador. #CX Share on X

Takeaways

• It only takes one great employee to make a customer’s experience remarkable.
• You never know who your customer is, so treat everyone like they can be a brand ambassador.
• When customers sing your praises on social media, always respond and show your appreciation.

CX PRESS: Away Luggage [18:47–26:50]

We were pointed to an article by Grant Martin for Forbes called “Airline Smart Luggage Ban Goes Into Effect,” which served as a springboard for friend-of-the-podcast Lauren Fast to share her experience with Away Luggage. Their solution to the sudden problem created for their customers left her impressed, and she explains why.

Tweetable Quotes

When airline policies for smart luggage began to change, Away gave us the confidence to walk up to the gate with bag in tow. #CX Share on X
I love how quickly Away started to teach their customers to avoid challenges. #CX @thejoeycoleman Share on X
Away Luggage proactively alerted their customers that changes were coming. #CX @dgingiss Share on X
Treat your customers well, and they will be loyal for life. #CX @dgingiss Share on X

Takeaways

• Sometimes industry or government regulations are going to throw a wrench in your plans, so get creative, and don’t let that destroy your business.
• Technology is so advanced today that it can solve almost any problem. Away used that to help customers with the airline ban.
• Treat your customers well, and they can become brand ambassadors—and so much more.

CHECK OUT THIS NUMBER: 56% [26:52–31:14]

56% of buyers feel there is a gap between traditional B2B buying experiences and their evolving needs. We talk about the opportunities for improvement that exist in the business-to-business buying market.

Tweetable Quotes

Takeaways

• Customers want more flexibility, better digitization, and timely delivery across regions in the B2B market.

Be a Part of the Show!

We’d love to hear about your great customer experiences, which segments you like, and your ideas for future episodes!

Are You Looking for Things We Referenced?

• The Experience This! Survey
• The CX Accelerator
• Brown Family Photography
• Chris Strub on Twitter
• “Airline Smart Luggage Ban Goes Into Effect” by Grant Martin
• The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences
• Smarter CX by Oracle
• Oracle CX Performance Assessment

See you next week!