How to Enchant Customers & Employees…according to Guy Kawasaki

How to Enchant Customers & Employees…according to Guy Kawasaki

Erin Triman Erin Triman | Monday, August 29, 2016

Increasingly, the experience is the product.

The experience a customer has when they unwrap their purchase or get to personalize the music on hold or chuckle at the sheer number of dog puns in a piece of marketing (BarkBox: You lucky dog! We paw-pick the best toys for your pawchus.) is how you reach customers’ hearts and provide the emotionally-charged memories that garner loyalty.

Customer experience, in some ways, is more important than the product itself, leaving organizations scrambling to dream up ways to differentiate and enchant customers.

At our user group last week, Guy Kawasaki, Chief Evangelist at Canva and former Evangelist at Apple, defined enchantment as “the art of changing hearts, minds and actions.” He then proceeded to model, in the wittiest of ways, his top 10 steps to enchantment. Below is the advice he gave.

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Voice for Value, Not for Cost: 5 Ways to Leverage Voice in the Digital Age

Voice for Value, Not for Cost: 5 Ways to Leverage Voice in the Digital Age

Andy Middleton Andy Middleton | Friday, July 29, 2016

Traditionally, the voice channel is viewed by organizations as a higher cost channel, and recently, digital channels are viewed by customers as lower effort channels. Therefore, the accelerating trend over the last decade has been for organizations to move their focus from the voice channel, live agent interactions, to digital channels, or automated interactions. Compound this with the preference for self-service amongst the rising Millennial Generation and organizational initiatives to reduce the cost per interaction across channels, and it’s easy to see why many think that voice is dying.

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How has digital changed the way people do business & businesses sell?

How has digital changed the way people do business & businesses sell?

Erin Triman Erin Triman | Friday, July 15, 2016

Sixteen years ago, only 6.7% of the global population had internet access. Today, 3 billion people and 40% of the global population can log on and connect. ¹  And by 2020, that number is projected to double.

With digital growth accelerating, it acts as a disruptor to every organization in every industry. It also fuels what customers want and expect out of an organization’s customer experience. From self-service check-out lines at grocery stores to video kiosks at bank branches to drones that enable 2-hour shipping – if you’re not fast and efficient then you’re out of business.

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