Navigating the Customer Experience
About This Show
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
Most Recent Episode
054: Convenience - The Next BIG Thing in Customer Experience with Yanique Grant
Yanique Grant Show Notes This episode with Yanique Grant will be speaking about customer experience and convenience as it relates to customer experience. Over the last few months Yanique as been doing a lot of workshops locally and she has been advising the participants and the organizations that convenience is the next big thing in customer experience and those organizations that really recognize it are definitely setting themselves apart and making themselves or creating that competitive advantage for themself. Highlights The most valuable commodity in the world is time and if you’re in business, competing on price is just not enough; you have to find a way to set yourself apart from the competition. Many will argue that convenience is apart of customer service or the customer experience and she will definitely agree with that but it is becoming so important that she is willing to tell you that it is definitely a sole competitive differentiator. Let’s think about convenience and what it really means, convenience is the option that you give the customer to get more than one item or to have more than one channel by which they can communicate with you. Let’s take for example Amazon, Amazon has created a market place where you can basically lay in your bed, you can be in the airport using your phone, you can be sitting in a parking lot using your tablet and order anything you could possible think of, you can place on order for a DVD you can place an order for a phone, you can place an order for a book, Amazon is right there at the tip of your fingers, you can even buy a part for your motor vehicle on Amazon, it’s just that simple, it’s just that easy. They’ve found a way to really set themselves apart as it relates to convenience, they broke out of the low price and big selection game with convenience and they‘ve even made it so much easier, they created the Amazon prime program that get merchandise ship to you without shipping charges in 2 days or less and it works because she is a Amazon prime customer and it’s like magic. They’ve created the dash button that allows you to purchase merchandise with the simple push of a button, they wanted to eliminate steps, as many steps as possible from the time a customer is thinking about purchasing a product until that product is delivered. They are setting up distributing centers throughout major