Customer Experience Podcast

There’s light at the end of the tunnel! – Re-imagine your customer experience!

There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior. 

Key Ideas to Improve Your Customer Experience 

In this episode, we discuss this exercise’s critical question to present a new experience for your customers. Do you go back to how you used to do things, scrap all that and carry on doing what you have been doing this past year, or come up with some combination of the two? We believe that taking what is working now with what was working before the pandemic and creating a new optimized experience is the best course of action to foster customer-driven growth. 

However, it is essential to ensure that you know what your customers want, and, frankly, if you haven’t researched it in the past month, you probably don’t know. Understanding this crucial information is essential before you can move forward. People have changed and what they consider business as usual has too. You must know what they think is the value you provide, so you don’t unwittingly eliminate it from your new experience. 

Here are some highlights of the discussion:

• 04:35 Colin presents how he came to this discussion when working with a client.
• 09:32 Colin shares how the milkman ruined the relationship with the Shaw family by accident.
• 14:04 Colin gives examples of things that have become normal for people over the past few months, which have some advantages over the old way of doing things.
• 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months.
• 22:17 Ryan shares the drawbacks that digital transformation has had on the education space, particularly in graduate school level education.
• 25:02 Colin and Ryan share their recommended actions to tackle this project over the next couple of months.

Please tell us how we are doing! Complete this short survey.

Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official “Influencer” on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. 

Experience Health Check: You already have an experience, even if you weren’t deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. 

How can we help?

Click here to learn more about Beyond Philosophy’s Suite of Services.