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! 

What’s the best customer experience you’ve had this year?

In this episode, you’ll hear all about mine! I share the story of a recent stellar customer experience with my website hosting company — where they turned a less-than-ideal situation for me into a chance to cement my loyalty to their services further.

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

• The power of being proactive and attentive when addressing customer concerns

• Why you should listen for comprehension, not just passively

• When to offer tailored solutions to your customers

• The impact of rewarding loyalty to build long-term customer relationships

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!

What does eating out at a restaurant have to do with your online business?

In this episode, you’ll hear the story of my solo dining experience on a recent business trip. You’ll also uncover what my experience with this busy pub has to teach you about cultivating a stellar customer experience in your digital business.

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

• The unique opportunities solo dining experiences create and what this has to do with online business

• Why it’s essential to treat all customers with equal importance

• The reason you shouldn’t make assumptions about the engagement level of your audience

• How to cultivate a mindset that values and appreciates all members of your audience

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! 

How valuable was the last lead magnet you opted into?

For me, lead magnets have entirely run the gamut in terms of value! In this episode, I share a recent experience with a not-so-amazing lead magnet and how it highlighted the importance of nurturing even the smallest customer experiences in your business.

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

• Why well-executed lead magnets or low-ticket offers are so crucial for your business

• The difference between a sales-driven approach to doing business and a connection-driven approach

• The way to lead from a heart of service and value on all your offers

• How to set people up to have an incredible journey with your business from day 1

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!

What did your last experience as a customer teach you about the CX in your own business?

If you’re not sure, that’s okay! This is right where you need to be, my friend. 

In this episode, I introduce you to our new mini-series, where I’ll be exploring real-life experiences I’ve had with other businesses and the CX takeaways I have gained from each of them.

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

• Why and how you should observe your experiences as a customer 

• The reason customer experience is key, regardless of the type of business

• The importance of learning from both online and brick-and-mortar businesses

• How your everyday experiences can improve the CX in your business 

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!

Who is currently managing the customer-centric role for your online business?

As the business owner, it could be you. It could also be your virtual assistant, your OBM, or any number of other people. But the real question is: Are they the right person to be in this customer-centric seat, or did they just land there by default?

In this episode, you’ll learn:

• Who handles the customer experience & service in most online businesses
• The minimum skills needed for someone in a customer-centric role
• How to determine if the person in charge of your customer experience is the best person for this role

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, 5 Customer-Centric Emails Every Business Needs in Their Arsenal to Create Raving, Loyal Fans!, click here. It’s completely free and a great place to start on your CX journey.

If you want to dive even deeper by becoming a CX pro yourself, check out our CX Certification Program! Our Spring 2023 program starts on March 6th!

And as shared at the end of this episode, I would LOVE to hear from you. If you have any feedback about this first mini-series or if you have any suggestions for our next mini-series, please drop us an email at heycx@scarlettandco.ca.

Episode Transcript: CX Legacy Podcast MS1, EP6 - Audio Transcript