Would you consider returning to a business you had a bad customer experience with? 

Retaining customers after a negative experience with your business can be extremely challenging. However, it’s not impossible — especially when we’re willing to listen and respond to what our customers are telling us. In this episode, I’m sharing how a business recently recovered my loyalty with their response to my feedback.

By the time you finish listening, you’ll learn:

• How responding to customer feedback impacts customer retention

• The value of providing thoughtful and personalized responses to feedback

• How to demonstrate accountability, compassion, and gratitude for customer feedback

• Why it's essential to put yourself in the customer's shoes

Then, if you’re keen to learn more about customer experience and how harnessing it can change your online business, head to our website at https://scarlettandco.ca/.   

To snag our freebie, Audit & Amplify Worksheet, click here. It’s a great starting point for objectively reviewing your business’ various offer journeys and customer experience.

And if you want to dive even deeper by becoming a CX pro yourself, check out our CX Certification Program!

When you think of businesses known for their customer experience, what’s one brand that comes to mind?

For me, one of those brands has always been McDonald’s. They’re frequently used as a benchmark in customer service training. However, that doesn’t mean they always get it right, and in this episode, I’m sharing the customer experience lessons I took away from a recent trip to this well-known fast food restaurant.

By the time you finish listening, you’ll learn:

• What happened during my latest drive-thru experience at McDonald’s

• The importance of balancing having fun at work with providing quality service

• The reason you need to pay attention to how customers interact with your business

• How to make your customers feel valued, seen, and heard

Then, if you’re keen to learn more about customer experience and how harnessing it can change your online business, head to our website at https://scarlettandco.ca/.   

To snag our freebie, Audit & Amplify Worksheet, click here. It’s a great starting point for objectively reviewing your business’ various offer journeys and customer experience.

And if you want to dive even deeper by becoming a CX pro yourself, check out our CX Certification Program!

Can you think of a business that’s lost your loyalty? What was the final straw for you parting ways with them?

In this episode, I share an experience I had as a customer that explains why a business I used for many years recently lost my loyalty. I’m also giving you my CX insight on how you can retain your loyal customers to build a lasting legacy for your brand.

By the time you finish listening, you’ll learn:

• The importance of offering customers flexibility and showing compassion

• Why scripted responses can leave customers feeling unvalued 

• How to prioritize your new customers along with your loyal ones

• What happens when you take long-time, loyal customers for granted

Then, if you’re keen to learn more about customer experience and how harnessing it can change your online business, head to our website at https://scarlettandco.ca/.   

To snag our freebie, Audit & Amplify Worksheet, click here. It’s a great starting point for objectively reviewing your business’ various offer journeys and customer experience.

And if you want to dive even deeper by becoming a CX pro yourself, check out our CX Certification Program!