You may think you create an excellent customer experience, says Jon Picoult, but if youâre like most leaders, youâre likely incorrect. Consumers today have high expectations, he explains, and most brands fail to meet them. Learn to differentiate your company from your competitors and inspire brand loyalty by adopting universal principles rooted in cognitive science. Picoult shares proven psychological tactics, empowering leaders to increase their brandâs magnetism. Follow his principles, and he promises that employees will enjoy working for you and people will enjoy doing business with you.
Your customer experience hinges on subjective factors, such as emotions.
Donât simply satisfy customers. Impress them with a memorable customer experience. Creating a great consumer experience requires intentional, deliberate management of multiple touchpoints on your customersâ journeys. You canât use internal metrics, such as sales, to measure the quality of your customer experience. Only consumers can assess the quality of their experiences, based upon emotional factors that determine how interactions with your brand made them feel, as well as rational factors, such as your serving them in a timely manner.
As a leader, model an ideal customer experience for employees by showing respect for their needs and concerns, much as you would with your customers. Doing so better enables your people to succeed. Employees arenât that different from customers in that theyâll leave your company or fail to take your desired actions if you donât create value for them. By embedding the value of creating an excellent customer experience throughout your company, you ensure a customer-centric culture.
Many brands fail...
Comment on this summary