In this week’s episode of the SIMPLE brand With Matt Lyles podcast I talk with Dan Gingiss, author of The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share!
You want to know one of the biggest mistakes most business owners make? It’s the mistake of assuming that their customers are rational people. Too many business leaders assume their customers make decisions with their heads. So they focus on product features. They focus on messaging explaining all the things a product does. Some even go as far to make the major mistake of focusing on price.
But – in reality – customers are not rational people. They make irrational decisions on what they buy and who they’re loyal to.
That’s why you can never really compete on features or especially price. Instead, the best place to compete is on the customer experience. You have to create a truly remarkable customer experience that taps into all the right feelings and emotions that help the customer feel like they’re winning their day, like they’re a hero.
And that’s why I’m happy to geek out over customer experience lessons with Dan Gingiss this week.
Dan’s an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. He’s had a 20-year professional career where he’s held leadership positions at McDonald’s, Discover and Humana. He also hosts the Experience This! Show podcast and The Experience Maker Show.
And Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can’t Wait To Share.
In The Experience Maker, Dan teaches us how to focus on and create a customer experience that will actually retain customers so we can focus more on them than having to spend time, money and resources on constantly trying to gain new customers.
RESOURCES FROM THIS EPISODE
- Dan’s book: The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share
- Dan Gingiss’s Site
- The Experience This! Show
- The Experience Maker Show
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