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Experience This!

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?

Mattress Galaxy

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"