Sep 20, 2022
Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling.
Bite-Sized Delight From the Episode:
• Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales.
• Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to continue receiving their business.
• Service Without Scheduling is Remarkable - Getting an oil change without scheduling an appointment is convenient, efficient, and easy - allowing Shimkat Motors to create a remarkable experience that builds affinity and loyalty.
Are You Looking for Things We Referenced?
• Experience This - Episode 69 - "Emojis, Surveys, and Sodas!"
• Experience This - Episode 77 - "Cooks, Photographers, and Ditchers!"
• Experience This - Episode 88 - "Ignoring, Chatting, and Returning!"
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• Shimkat Motors - No Appointment Required Oil Changes
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"