219. Transforming Customer Service from Ordinary to Exceptional (Replay) | Mark Sanborn

What does it take to create extraordinary experiences that make customers happier and tell others? Stacy Sherman and featured guest Mark Sanborn reveals proven principles to consistently deliver positive emotion and go beyond the ordinary. You'll learn the 4 principles from his book, "The Fred Factor" focussed on a real-life postal carrier who made a difference. You'll discover how to reinvent, build relationships, and add value without spending more. And, some of the best advice about leadership, customer experience, and succeeding in the age of AI. What You Will Learn Ask your team a version of the Sanborn question after key transactions: "Are you happier you chose us than a competitor?" Use the responses to identify specific moments where the answer is no. Direct training budget toward frontline employees, since customers interact with delivery drivers, support agents, and reception staff far more often than they interact with executives. Give employees permission to add a small, no-cost gesture at one point in the customer journey, similar to the pizza driver who asks to give a child a piece of candy at the door. Set a rule for AI use on your team: AI drafts content, but a person still asks the original question, checks the output for accuracy, and carries out the final action. Write down, in one sentence, what your team is trying to accomplish this quarter, then ask five employees the same question and compare the answers. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.