How to Wow Your Customers From the Inside Out With Adrian Swinscoe
Listen on Spotify | Listen on Apple Podcasts
Timestamps:
[14:18] Unlocking Sixfold Business Growth with This Straightforward Advice
[22:03] Adrian's Top 3 Tips For Wowing Your Customers
[26:27] The Best Way to Build Relationships With Your Customers (It’s Not What You May Think)
[43:29] The Most Effective Method for Obtaining Referrals for Your Small Business
If you're an entrepreneur or a small business owner looking to elevate your customer experience game, you're in for a treat.
In this episode of the Master of Business podcast, I had the pleasure of speaking with Adrian Swinscoe, a seasoned expert in customer experience. Adrian has authored several books, including the acclaimed "How to Wow: 68 Effortless Ways To Make Every Customer Experience Amazing." Together, we delved into the world of customer-centric strategies and unearthed some actionable insights you can apply to your business.
Adrian's journey into the world of customer experience is a fascinating one. He began his career as a trained economist and teacher, with no grand plan in mind. After considering a Ph.D. in economics, he opted for an MBA instead. He then ventured into corporate roles, dabbling in new venture development and corporate strategy. Eventually, he discovered his passion for customer service and employee value. This led him to start writing and exploring the world of service and experience.
Here are 4 tips on how to wow, effortlessly:
The Power of Basics:
One of the core principles Adrian emphasises is the importance of getting the basics right in customer service. Rather than focusing solely on creating "wow" moments, he believes that delivering consistently excellent service in the areas that matter most to your customers is key. This means understanding what your customers truly value and making sure you consistently meet those expectations.
The Personal Touch:
Adrian shares an example of a simple yet powerful customer service touchpoint he experienced at a hotel. Upon arrival, the porter asked for his name and ensured his bags were taken care of. When he reached the front desk, the receptionist greeted him by name and had all his check-in paperwork ready. This personal touch left a lasting impression and reduced any anxieties Adrian might have had.
Building Trust:
Adrian stresses the importance of building trust with your customers. Trust is the foundation of any successful customer relationship. It starts with showing that you genuinely care about your customers' experiences and well-being. To do this effectively, you might need to be vulnerable first, demonstrating your commitment to their satisfaction.
Simplicity and Consistency:
Another key takeaway is the power of simplicity and consistency. Sometimes, it's the small, consistent gestures that can make the most significant impact on your customers. Whether it's using their name or providing regular updates, these simple actions can lead to increased customer satisfaction and loyalty.
Conclusion:
In the world of customer experience, it's not always about flashy gimmicks or over-the-top gestures. Adrian's insights highlight the significance of getting the basics right. Remember, exceptional customer experiences aren't just a one-time thing; they're built on a foundation of trust and continuous effort. So, take a page from Adrian's playbook and start elevating your customer experience game today. Your customers will thank you for it, and your business will reap the rewards.
Important Links:
Adrian's Book
Adrian’s Website
Adrian’s LinkedIn
