The video discusses how companies can enhance customer experience to reduce churn and improve loyalty.
It offers five key strategies: committing random acts of kindness, being proactive, offering unexpected benefits (+1), showing gratitude, and putting oneself in the customer's shoes.
The story of Virgin Atlantic aiding a robbed traveler exemplifies excellent customer service. These actions foster emotional connections, leading to higher customer satisfaction and retention.
Vocabulary:
• Customer churn - When customers stop doing business with a company.
• Engagement - The act of being involved with something.
• Reputation - The general belief or opinion that other people have about you.
• Delight - A feeling of great pleasure.• Gratitude - The feeling of being thankful.
• Interaction - The act of communicating with someone.
• Authentic - Real, genuine, true.
• Empathy - The ability to understand and share the feelings of another person.
• Differentiate - To show or find the difference between things that are compared.
Source: Hallmark business connections