EP 4 :The Art of Customer Experience: Slay the Suck with Tish Gance

Brand experience strategist Tish Gance explains her approach to improving business processes and customer experiences. In this episode, Tish emphasizes understanding the customer's perspective, simplifying processes, and focusing on essentials. Join us as we discuss integrating service design, UX, UI, and CX to map the customer journey and identify pain points through customer interviews and active listening. Tish challenges reliance on marketing personas, advocating for psychographic understanding that helps brands craft messaging that resonates. During the conversation, she explains the importance of researching behavior and content placement and focusing on customer outcomes rather than features. Tish highlights service and equipment for satisfaction, the website's marketing role, and learning from others’ mistakes, like Tiffany’s marketing failure alienating core customers. Key takeaways are retaining customers with great service, research-driven marketing focused on outcomes, and avoiding exclusion of existing customers when targeting new ones. True to our approachable yet authoritative brand voice, we tackle simplifying customer journey friction with Tish’s decades of C-suite marketing perspectives. With clear guidance, she spotlights actionable solutions focused on customer outcomes over features. In this practical episode filled with actionable advice, you’ll grasp exactly how research, mapping and simplifying CX builds raving fans. From website design to targeted content placement, we help confidently elevate marketing ROI. We wrap with an inside look at Tiffany’s epic brand blunder alienating customers - an unforgettable example of incorporating existing audiences. Let Tish save you from a #marketingfail!