Keith Scandone: Why So Many Companies Get Customer Experience Wrong
There's probably only one thing that contributes the most to making a business remarkable, either remarkably good or remarkably bad. It's an obvious one, but it can be tricky to get right.
The customer experience.
Admit it, as a customer; there’s nothing that will get you talking more about a business than the experience they delivered to you.
Keith Scandone of O3 World uses his own experience with JetBlue airline as a case study as a company that gets so much of the hard part right to deliver one of the best travel experiences out there but then totally blows it the minute a customer needs to engage with them.
If it’s so important, why is it so difficult?
Listen as Keith talks to Jay Kingley on Centricity's latest Best Kept Secret podcast, on how you to have to deliver on 4 critical dimensions to pull it off and shares the 3 steps that every business needs to do to deliver a world-class experience that customers will find remarkably positive.
How do you provide a great customer experience and leading to client loyalty? Send me an email at jay.kingley@centricityb2b.com to tell me how you get it done.
Show highlights
01:37 What companies are getting wrong about the customer experience journey
04:07 How to fix your customer experience - start by looking first in the mirror and then listening
05:39 Jet Blue - the good, the bad, and the ugly
10:29 How you win by getting your customer experience right
12:54 Don't forget about the employee experience
13:56. 3 things you should be doing if you want to deliver a great customer experience
18:39 Keith's story. Email Keith at keith@o3world.com
Email Jay at jay.kingley@centricityb2b.com
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