Summary
Megan Burns, a seasoned advisor in customer trust, delves into the realm of customer experience research by emphasizing the distinction between customer service and customer experience. She underlines the significance of fostering trust through interactions, providing consistently good experiences, and occasional delightful surprises to customers. Megan also explores the role of empathy in addressing customer problems and challenges within organizations and strategies for cultivating a customer-centric culture. She stresses the importance of building customer trust as a crucial element in business growth and customer experience, discussing methods for measuring trust in companies and leveraging customer data effectively. Overall, her insights underline the essence of creating meaningful connections and enhancing relationships with customers in today's business landscape.
Chapters
Introduction of Megan Burns
Interest in Customer Experience
Difference Between Customer Service and Customer Experience
Creating Consistently Good and Occasionally Amazing Experiences
Empathy and Problem Resolution
Building a Customer-Centric Culture
Earning Customer Trust
Measuring Trust and Customer Data
Personal Interests and Mental Health
Closing and Contact Information
Introduction of Megan Burns
Megan Burns, an adviser and keynote speaker helping B2B companies earn and keep customer trust, discusses her background and experience in customer experience research.
Interest in Customer Experience
Megan Burns shares her journey into the customer experience field, starting with her background in technology and engineering and leading to her interest in customer-facing websites and experience design.
Difference Between Customer Service and Customer Experience
Discussion on the distinction between customer service and customer experience, emphasizing the importance of building trust through interactions with companies.
Creating Consistently Good and Occasionally Amazing Experiences
Insights into the significance of providing consistently good experiences along with occasional amazing surprises to customers, highlighting the impact of strategic excellence in customer interactions.
Empathy and Problem Resolution
Exploration of empathy in addressing customer problems and challenges within organizations, focusing on the importance of understanding and solving customer issues.
Building a Customer-Centric Culture
Strategies for fostering a customer-centric culture within organizations, including perspectives on empathy, employee engagement, and aligning business goals with customer needs.
Earning Customer Trust
Importance of building customer trust as a key factor in business growth and customer experience, discussing the role of trust in simplifying interactions and enhancing relationships.
Measuring Trust and Customer Data
Methods for measuring trust in companies by assessing reliability, transparency, and consistency, along with insights on handling and leveraging customer data effectively.
Personal Interests and Mental Health
Personal insights into routine activities, relaxation strategies, travel experiences, and mental health perspectives, including discussions on overcoming challenges and seeking contentment.
Closing and Contact Information
Final thoughts on engagement with Megan Burns, including ways to connect, access her services, and follow her work, along with a closing message on the modern customer podcast.
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