What’s In This Episode:

We spend a lot of time thinking about the "before" of clients - how to get them, what we'll do once we have them - but what happens for the "after" part?

"This experience could help you to see more clearly and to have that empathy with where your clients are." - Brad

Jim Taylor of Launchways calls in to discuss how to make sure that sales don't outpace operations too much. And as they head into their busy season, how can they make sure they can still turn a profit and take care of their existing employees? Jill and Brad recommend that Jim make additional hiring choices to help... and of course, consider raising prices to deal with overflow.

"Get some feedback because that's going to help you improve your business." - Jill

Then, Jill has some Fs for you (not those kinds of Fs) to help with the "after" of your client relationship.

Which "Fs" do you give your clients?

Hang out with Jill and Brad!

Wanna join Jill and Brad for drinks at their FIRST-EVER offline event? Meet them September 13 at Park & Field in Chicago to get your shouting on. RSVP here.

Guest:

• Jim Taylor is the CEO of Launchways, a company that solves customers’ growing pains by helping them build a scalable people infrastructure to support long-term growth. Visit their website or LinkedIn. 

What’s In This Episode:

Every website has some common problems that need to be addressed for a better customer/user experience. Jill and Brad talk about what those are.

"When anyone goes to any website, they don't want to have to figure out what they're doing there." - Jill

Questions you need to focus on:

• What is your CTA? You need one.
• Where is your contact info? If you have a contact form, make sure it's actually working.
• How's your messaging? Is it helping potential customers or is it all about you?
• Does your branding reflect what you're actually like? Don't just slap on a template or copy what someone else is doing.
• Are you giving visitors a reason to stay?

"When people get to your website, what is the feeling that you want them to have?" - Brad

Not sure if you're making some of these mistakes? Get feedback from another person.

How's your website?

Hang out with Jill and Brad!

Wanna join Jill and Brad for drinks at their FIRST-EVER offline event? Meet them September 13 at Park & Field in Chicago to get your shouting on. RSVP here.

What’s In This Episode:

Brad's a little confused about what customer experience actually is, so Jill and Brad call CX guru Jeannie Walters to help him out.

"Whether you know it or not, you are providing a customer experience." - Jeannie Walters

Jeannie explains that customer experience is the journey someone takes before they become a customer all the way to when they either cease to be a customer or become a lifelong advocate. The businesses who do it well are proactive about the experiences they're providing.

Done right, it can lead to more referrals and more value. However, most businesses don't factor in what customer experience might mean, and instead just focus on making the sale and getting the customer. But you can decide what sort of customer experience you want to deliver and build that into the way you do business leading to positive results for everyone involved.

"If I told you that by tweaking a line on your invoice... would get you three new referrals, wouldn't that be worth it?" - Jill

It used to be that you needed 12 positive experiences to overcome one negative one - and now you need 22. It can seem overwhelming. So if you're just getting started with customer experience, what can you do? Start with repair and little changes. It feels like a lot of work but with feedback from your customers, it makes a huge difference.

What customer experience are you providing?

Hang out with Jill and Brad!

Wanna join Jill and Brad for drinks at their FIRST-EVER offline event? Meet them September 13 at Park & Field in Chicago to get your shouting on. RSVP here.

Guest:

• Jeannie Walters is the CEO/Founder of Experience Investigators™ by 360Connext, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Visit her website and sign up for her 21-day CX challenge.

What’s In This Episode:

Have you had a great experience with a brand that leaves you feeling good? For Jill, it was a follow-up email after leaving a review for blinds. For Brad, it was tea that traveled all the way from England with a personal note and a recommendation.

"Empathetic customer service can go a long way." - Brad

Jill and Brad talk to the Pitch Whisperer John Livesay, a speaker who's in high demand, but he's not sure how to scale, especially because he can't be everywhere at once. They recommend that the consulting aspect of his business be delegated, and to raise his prices for speaking gigs.

"You're saving you time; you're not saving me time." - Jill

When it comes to showing the human aspect of your business, how can you do it? Personalization takes time and effort. In today's hurried world, some of that personal touch gets lost (don't get Jill started on calendar links and Brad recently talked about automated pitches on the Offline podcast).

Are we automating things that shouldn't be automated?

How do you make your business more welcoming?

Guest:

• John Livesay, aka The Pitch Whisperer, is a sales keynote speaker and shares the lessons learned from his award-winning sales career at Conde Nast. In his keynote “Better Selling Through Storytelling,” he shows companies’ sales teams how to become irresistible so they are magnetic to their ideal clients. Visit his website here.