Welcome to the ExPEERience podcast, where leaders in the field of world-class Customer Experience (CX) share insights on how to differentiate your brand by delivering exceptional experiences.
Listen in on the dynamic conversation as host Paula Hansen, SAP Customer Experience Chief Revenue Officer, captures the stories, expertise and practical advice of thought leaders, executives and futurists who are defining the CX of tomorrow. Hear about advancements in technology that are helping to redefine customer experience and learn how your peers are leveraging new ideas to transform business today.
The podcast is presented by SAP, the world’s largest provider of enterprise application software.
In this episode, we’re doubling down on what it takes to make not just good customer experiences, but great ones. How your brand can move from merely satisfying customers to delighting them. And how you can create experiences that aren’t just pleasant, but truly remarkable.
To unpack the myriad initiatives a brand might take, I sat down with a few experts and thought leaders to dig deep into what great CX looks like—or rather, what great CX feels like to customers. Here’s a sampling of what they shared with me:
- Steve Bayliss, brand expert and Chief Creative Officer for Sky in New Zealand, says that small innovations that show your customers that you're thinking about them because you care can be one of the most powerful accelerators in the shift from good to great.
- Dan Gingiss, CX coach and keynote speaker, thinks too many companies fail to take the first step of becoming a customer of their own company, which is what leads to inadvertent, but annoying customer experiences.
- Greg Chapman, of The Pocket CMO, shares six ways to earn your customers’ praise and deliver a great experience through an acronym that cleverly spells out the word “PRAISE”.
- Brett Frazer, Vice President of Customer Service at Sunbasket, details how his company integrates the voice of the customer on an individualized basis to make rapid changes and keep delighting customers.
- Jay Baer, of Convince and Convert, says that counterintuitively the secret is for brands to think small, coming up with and applying very specific choices to start seeing immediate CX improvements.
- Jon Picoult, of Watermark Consulting, suggests companies known for great CX recognize they are not just in the business of creating great customer experiences; they are in the business of creating great customer memories.
And that’s just the start!
On the next episode of ExPEERience, we explore how community intersects with customer experience. Join me as we examine how the creation of a community can have a revolutionary effect on your customer experience, from building loyalty, to turning customers into advocates, and even fueling product innovation. You won’t want to miss it.
I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield.
I’m Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.