Ep32 CX: Customer Experience Advantage, with David Avrin CSP

Customers today care less about your marketing claims and more about your convenience, differentiation and speed of delivery. Despite the move to self-serve, and do-it-yourself, when you deny customer the option of talking to a real person, they will deny you their business. Social proof rules the day. People give far more weight to what others say about you than what you say about yourself. Great products, brilliant leaders and game-changing technology can all be negated by a few negative online comments and reviews. Few customers actually care about your passion, your "why" or your "story." They care about their "why" and how doing business with you benefits them. Customer service is always important, but less of a factor when so much of the buying process is automated or do-it-yourself. Loyalty has become less about the service and more about how your customers perceived the ease and speed of your buying experience. Here's the New Reality in Business: Competitive advantage today comes from eliminating friction in your buying process, and delivering an easy, intuitive and fast Customer Experience. In short, the winners in business today are companies that are extraordinarily easy to do business with! When you involve your team in structured, customer-focused conversations, you get: Engaged leaders and employees focused on your customers Access to virtually unlimited fresh ideas to solve your customer issues and enhance your customers’ experience Increased loyalty from employees who are feel valued, resulting is greater retention and more predictable long-term revenue. A future-proofed businesses model because you're consistently addressing issues and improving your service delivery!ABOUT DAVID AVRIN CSP ABOUT DAVID AVRIN CSP David Avrin Is one of the most in-demand Customer Experience and Marketing keynote speakers and donsultants in the world today, He's worked with thousands of CEOs and business leaders on their business brand, customer experience and competitive advantages. Author of a number of celebrated marketing books. including ‘Why Customers Leave (And How To Win Them Back), and David is ready to publish his next book, ‘The Morning Huddle’. Contact: https://www.visibilityinternational.com/ ABOUT THE HOST, NINA SUNDAY CSP A Certified Virtual Presenter, Nina Sunday presents in-person in Australia and virtually internationally on transforming team culture and psychological safety. She's author of ‘Workplace Wisdom for 9 to thrive; proven tactics and hacks to get ahead in today’s workplace’, a selection of the C-Suite Book Club. With a Bachelor of Arts and Diploma in Education and qualified in film and television from the Australian Film, TV and Radio School, Nina is a past chapter president of Professional Speakers Australia, a CSP (Certified Speaking Professional) and CVP (Certified Virtual Presenter). The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Each week, Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others. Fiercely Australian, fiercely global. Nina frequents the speaking stage and is open to gigs. For more information visit https://ninasunday.com or https://www.brainpowertraining.com.au/signature-programs/ or follow Nina Sunday on LinkedIn