The Art of Customer Recovery: Transforming Negatives into Positives

In this episode of The Duct Tape Marketing Podcast, we explored the art of customer recovery with Jon Picoult, a renowned customer experience expert and author of "From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans."

Key Takeaway:
In the world of customer experience, mishaps are inevitable. However, by approaching customer recovery with style, empathy, and exceptional ownership, businesses can turn these situations into opportunities to create raving fans. Remember, a well-handled recovery can often leave a more positive impression on customers than a problem-free experience.

Questions I ask Jon Picoult:

[01:01] How does somebody become a customer experience expert?

[02:48] How do you unify decision-makers in an organization around a customer experience vision?

[05:27] As the pandemic's impact led to relaxed customer service, are we now entering an era where customers have heightened expectations?

[06:56] What role do you see speed playing in today's market?

[09:06] Could you share a case where a company sought your assistance in transforming their customer experience?

[13:13] Have you encountered instances where customers were willing to pay more for exceptional service? 

[15:10 What are the best strategies for fixing a poor customer experience?

[17:56] How can someone begin to identify and address gaps in their customer experience? 

[19:52] What role will A.I. play in shaping the future of customer service and experience?

[21:19] Where can our listeners connect with you and explore your work further?


More About Jon Picoult:

Learn more about Jon’s book, FROM IMPRESSED TO OBSESSED: 12 Principles For Turning Customers And Employees Into Lifelong Fans - http://www.impressed2obsessed.com/

Learn more about Jon and his company - https://watermarkconsult.net/jon-picoult/about/

Watch Jon’s story about The Best Service Recovery… Ever! - https://youtu.be/Z2iBxdF1lNg?si=6H2NycnhjXY5q-by

 
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