Making Valuable First Impressions

AMAZING BUSINESS RADIO: DOMINIC CONSTANDI

Top Takeaways:

  • The first impression is not necessarily the first time you meet somebody or do business with a company. It’s what sets the tone for what’s to follow. The last impression is what you remember that hopefully brings you back.
  • The Moments of Truth concept goes all the way back to the 1980’s when Jan Carlzon, former president of Scandinavian Airlines, came up with the idea to help his employees create a better customer experience. He defined it as whenever a customer comes into contact with any aspect of a business, they have an opportunity to form an impression. That impression can make or break the experience.
  • First impressions are Moments of Truth that set the tone for the customer’s journey. For example:
  • There is a window of opportunity when customers are ready to purchase a product or invest in a service. It is up to the companies to use data to know the who, what, and when. Who are we talking to? With what message? When is the best time to deliver that message?
  • Customer experience is more important than ever. Customers are more critical, in this economy, in evaluating what’s giving them the most value when making purchases and investments.
  • You have heard of FOMO or Fear of Missing Out. In this episode, Shep and Dominic discuss FUMU, or Fear of Messing Up, and how it affects customer success. Tune in!

Quotes:

About:

  1. What is the Moment of Truth?
  2. How can you help customers to make data-driven purchases?
  3. What is the loyalty gap?
  4. How can companies close the loyalty gap and ensure that their customers come back?
  5. How can customer service teams make a valuable first impression that lasts?

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Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!

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Shep Hyken

Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!