Customer Service Vs Customer Experience

 Customer Service vs Customer Experience: -

Customer Service Vs Customer Experience


 List the companies or businesses you visit frequently and list five companies, for example, on the right, “I go to this restaurant once a week.


Why should I go back for a reason. . . "I attend this nutriment place hebdomadally. Why. I go to this store every month to shop for clothes. Why do I go again? I go here to pick up groceries." What is the reason? And the reason is usually one of these six reasons, which is going to give you a lot of clues for your own business.


 # 1: You get there faster. Why? Fast food - I do not like sitting. I want to skip most of my diet. This is what I wanted. I want nothing. I need fast service. So you go somewhere faster



. # 2: Quality can be quality. What is quality? This is good material. These are good clothes. Anyway good quality is good and I am willing to spend more money but I am going back for quality.



 # 3: I go there because of luxury. I have been buying a Mercedes my whole life because it is a luxury. I like going to this restaurant because it is a luxury. I want to live in W because it is a luxury. I want to go. . Because you feel luxury.



# 4: User Friendly User friendly. I would go back to this place, it was so easy. I will go back to this website because it is so easy. I love using this app because it is so easy to use. Easy for the user. It's so easy. I love the iPhone; It is user friendly. I like it, it is user friendly.



 # 5: Customer service and another customer service. Now most of the time businesses are saying, "Cheap, fast, best for us, most luxurious for us, most of us have excellent quality, we have user friendly, it's very easy" or the best customer service. Now, customer service is usually boring. And in general, the entrepreneur does not need us to care much about customer service because it is a kind of, oh my gosh, customer service?



Will be a bit. It's cheap! Look, this video did not get many views. You can see it. Because it’s not an exciting thing. But this is a very important point. When I explained to you. When you think about customer service, what companies do you think about?


Look at this, people buy BMWs. Do you know why? He did it because of the service. You leave the BMW, take another and you go back. So BMW has a reputation for having incredible service. Now. Range Rover may be a luxury, but it does not have great service. But they are also famous for luxury. So what is drama? You go to another car and it is cheap. Hey, I'm going to buy a Ford Focus.




 I'm going to buy it. Because it is cheap. There are things you can think of. Tesla is user friendly. It's easy. Right? Customer service. You go to Xyz, I don't care what it is. This is a story you can find online after an old woman went back to XYZ. It was written about books. The boy walked over to Jez and said, "I bought this tire from here." “We sell tires,” the treasurer said. "No, I bought it here. I want to give it back." "Do you have a receipt?" they are not having the receipt  And the guy said how much it would cost and XYZ said, "Okay, we'll take it back". And they said we would return the tires, they were going to throw that tire in the trash, but customer service is very important to them.

 Now there are some places where you have bought anything, no return policy. We will not take it back. Not us. they don't care to have one-star reviews because their policy is, I do not care to return it. You buy it, you got it, it's gone, we're not taking it back. Mattress companies sometimes do that. Some of them do certain - no, you've already laid thereon. You've already done this.



We are not taking it back. customer service. If you think about Amazon, Amazon got great customer service. I think of Zappos. We went and took a private tour of the Japos headquarters. They will be on the phone with you and talk to you. They will really ask you how things are, hey let me order pizza for you. Hey, let me do this for you. It is the constant customer service that people refer to them. Apple is known for its great customer service. Southwest Airlines, when their attendants tell jokes that they say, "Hey, if you have to do this, make sure you put a mask on yourself and if you have two kids, choose the one you like more.  You join it. This is a very, very valuable way to build your business.


So now the question is what is the difference between customer service and customer experience. Pat, what's the difference? Isn't it the same thing? no, at all. Why? Let me explain And I will simplify it for you and it will be on your mind. Think of customer service as reactive. And think of customer experience as proactive. what does this mean? for example. Here is customer service. "Thanks for calling AT&T. How can I help you?" Very good. Do you have any other issues? Have I met your service request you asked today? Okay, please take this recorded call and survey that we are doing. . . Reactive. Customer service can be a customer is upset, you handle it, you react, you resolve. All good


Customer Service Many thanks, please, can I stop you, please? thanks for your cooperation. Thanks for listening. thanks for understanding. Thank you. . .  This is customer service because it is reactive to something, right? A customer buys, here's your receipt, thank you very much, have a nice day, would you like to buy it too? Would you like to upgrade your service? customer service. That is customer service. And by the way, very important, customer service.



Now some customers are very good inexperience. To a large extent once you go from here too and you graduate here [customer experience]. Explain what I mean by customer experience. Look, whatever business you run, if you have got 100 customers, then you will usually be ready to tell me that you have just a few VIP customers. Everyone is a VIP customer. It is not about discrimination. American Express VIP customers have been named black cards. American Airlines VIP customers are designated Executive Platinum or Executive or Gold Members, that they have priority seating, right? A VIP customer can be called Beauty Insider for oyster hora makeup for women. Sepoy Hora does very well because they have this beauty insider group where the girls who are part of the beauty insider get samples sent to them before everyone else. He is a soldier.



They do a fantastic job with Beauty Insider which works very well. They get it before all other customers. Your VIP is VIP Amazon Prime. There are many of them that I can give you. VIPs, you are hoping to get many of them here [Customer Service] to convert to VIPs and they only change here, depending on whom? customer experience. So what is the customer experience? Active. Proactive is the way you treat them. description. Customer experience is all about the details. So if I say American Express Black Card, or if I say Visa Black Card, Master Card Black Card and they'll tell me, "Hey, we just want to remind you, your anniversary is coming. Your wife's birthday is coming." Any plan? We see if you want to do the same thing the last time you went to the Barak Hotel? Do you want me to look for something? You. " Customer experience



Then they send me an email and they call me. When is a good time for us to get on the phone? 15 minutes. So let me tell you what I found. If you want to do something very extravagant, we found this one place and we can do this experience and . . . and it does unique and let me tell you what it is. You're wife's really going to like it. Tell me what things your wife likes. Experience. Experience. Amazon could leave there and find exactly what belongings you buy and see your buying trends and that they offer you a far better experience. It doesn't matter what it is. it all goes to the experience part. Or you enter Apple and you ask one among the blokes at Apple and that they ask you wish you're a daily person. You don't feel like you're scripted -- too much. Although they have a script as well that they've got to follow. But it's just talking to you. Zappos the same way. They're talking to you. They're listening to you. Tell me about. . . how's your day? You don't hear too many "regular" customer service people companies saying, "So tell me about your day." believe that tiny little side question that you simply call somewhere, you call Chase for customer service.



Yes, I'm trying to handle this. . . Okay, great, let me place you on hold. Let me see what I can do. Do you have a case number for this? Okay, thank you. Okay, have a great day. Bye-bye. Done. Instead, okay, Patrick Bet-David, thank you so much. By the way, Patrick, how are you today?" and. I'm going to give them, "It's okay. It's great" then I'm getting to ask what? "How was your day?" "Oh, my day's great. Thank you for asking. By the way, thank you for your loyalty. I can see you've been with us for 10 years. We appreciate your loyalty to us." Hey! Somebody appreciates my loyalty. I'm a loyal human being. No problem, I've been a loyal customer. We're proud to put, "I've been an American Express cardholder since 1998" whatever it is. Loyalty, right? Hey, we appreciate you. Thank you.




And the more you'll take people from here the higher off you are going to be together with your business. Let me help you think about it maybe in a way that will make sense to you a little bit more and we'll wrap up this episode is this. So when it comes down to the dating game. Just think about it this way. There are tons of individuals that just boom. They want to go out and be promiscuous. All good. It's a philosophy, if you want to do that, that's good. In business, if you treat your customers like that or maybe women like that, your reputation spreads. And it isn't always the simplest reputation to not treat people properly.

So then there is just one-night stand philosophy. Then there's dating philosophy. Then there's marriage philosophy. Your VIPs are marriage. Your VIPs are marriage. Your VIPs are folks that go from dating to marriage. They're kind of trying your product. They like it. Ah, um, great. Wow, they treat me so well, i would like to marry these guys. And I want to go there regularly. And then I want to tell other people. They become your best recruiters.



VIP members become the best recruiters. Best recruiters. They recruit for you for free. All that million-dollar ad on T.V. that you'retrying to do or whatever it is you're trying to do, you don't have to do it. Because they're doing it for free - if you convert people into VIPs. They are so valuable. This is why some companies, there's nothing different Zappos does apart from the very fact that they create incredible customer service. They don't make shoes. They don't make shoes. Zappos doesn't make shoes. They're not Toms. They don't make shoes. It's a service. It's purely service for them. They give incredible service. They send you a return, you don't have to pay for the return if you don't like it, they'll pay for it. It's purely a service game. They're not playing the cheap game.



They're playing the service game with you. It's so valuable and then all of a sudden, Zappos gets valued at, it was bought for a couple billion dollars, whatever the number is. Abhijeet Salvi is a customer service guy. So I know a lot of times especially startup entrepreneurs are people that you want to become a millionaire yesterday. I get messages, "I want to be a billionaire by the time I'm 35 years old." That's great, you know.
I had a conversation this morning with a lover of mine who's one among our executives in our company, he's a doctor, Dr. Cooper. He and that I was having a conversation together and he said, "Pat, somebody came and told me something about why I chose to figure with you, and he said, all I said is my entire experience of working with you, how it has been. And he's going into this whole story what he's telling me on this call we're having, early, early call that we're having here this morning, which was a desirable call. I'm sure he appreciates that decision, but that's a shout out, he and Tasha just had their 20th anniversary. So we're having this call together and everyone he was telling me, while I'm listening is our experience together, why he's still here. He left a six-figure job to return here. He was a principal, the youngest principal within the San Bernardino Valley area. But he came due to the experience he had and he's my customer.



Now we've become excellent friends, so it's past a VIP. and therefore the more we've of that, that we treat people properly, the more they tell everybody. Your business gets stronger. you cannot have this wam bam sort of a mentality and your business isn't growing because you are not listening to your customers. So return, again, the initial exercise, make an inventory of the five businesses that you simply attend regularly and ask yourself why does one return. you'll be amazed how all of them will generally have one among this stuff here. one among this stuff here. Now you'll say, convenience, it's extremely close.



That's a part of fast. So any of that stuff that you simply write down goes to be a part of one thing.  And what am I able to categorize as a VIP customer for me? What does one categorize as a VIP customer for you, and what are you able to do to market more people from regular to VIP customers? That in itself goes to form you plenty of cash, counting on how big you would like to create, it'll do one very, alright growth-wise, word of mouth, people want to try to business with you often over and over and once again.  lookout everybody. Bye-bye.

thanks for reading.

Tags: Customer Service, Customer Experience, Customer Satisfaction, Customer Demands.