Listen to “208. Moments That Matter In Customer Experience w/ Ethan Beute” on Spreaker.
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Throughout life, we experience countless distinct moments that shape who we are, how we interact with and engage others, what we remember, and which stories we tell. And the customer experience is no different.
Multiple moments throughout the customer experience shape how people feel about doing business with us … and impact whether or not they’ll return. These moments are moments that matter. They’re inflection points when things shift or change. They hold weight, emotion, and the potential for magic or misery. They’re key opportunities to provide value and make other people feel seen, heard, and appreciated — and they’re as remarkable and unique as the people themselves.
But not all moments are created equal. So how do we differentiate between the moments that matter most and those that aren’t as important or emotionally resonant?
I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-author along with Stephen Pacinelli of the Wall Street Journal bestseller Human-Centered Communication: A Business Case Against Digital Pollution and of Rehumanize Your Business: How Personal Videos Accelerate Sales and Improve Customer Experience.
Join me for this short episode to learn about the impact of adding differentiation and emotion during moments that matter — especially in commoditized markets where everyone offers something of similar value for a comparable price.
Throughout the discussion, I share three tips for employing this philosophy through added value to provide a memorable customer journey and customer experience that long outlasts the experience itself.
Listen to learn:
• Why moments that matter are vital to your success in a shifting market
• What a high-tech, high-touch approach to communication is
• How to identify emotionally resonant moments across the CX
• When to be proactive and when to be reactive in your engagement (and how to blend these two approaches)
• How to add emotion and differentiation in a changing, commoditized market
Moments That Matter in Customer Experience
Hear Episode 208 and any/every other conversation of The Customer Experience Podcast in your preferred podcast app …
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We also embed each episode and its searchable player right here in these blog posts. The recording about moments that matter is right here …
Listen to “208. Moments That Matter In Customer Experience w/ Ethan Beute” on Spreaker.
Mentioned in the episode: Let’s talk about the moments that matter and how to make them more emotionally resonant. Click here to schedule.
Episodes Featuring the Moments That Matter Philosophy:
- Episode 158 with Jacco van der Kooij, “Creating Customer Impact in Moments That Matter”
- Episode 176, “Features are Commodities, Feelings are Differentiators”
- Episode 189 with Dr. Cindy McGovern, “Human Connection at The Heart of Sales”
- Episode 197 with Ethan Beute and Mathew Sweezey, “The Increasing Value of Human-to-Human Moments”
Other Episodes Mentioned That You May Enjoy:
- Episode 55 with Shep Hyken, “Creating an Amazing Customer Experience by Being ‘Slightly Better Than Average’”
- Episode 75 with Dan Hill, PhD., “Emotional Intelligence and The Power of Faces”
- Episode 153 with Dan Hill, PhD., “Emotional Intelligence and Human-Centered Communication”
- Episode 157 with Shep Hyken, “Why Repeat Customers May Not Be Loyal Customers”
- Episode 191 with Sue Woodard, “Operationalizing Love For Customers and Employees”
- Episode 194 with Howard Tiersky, “Winning Digital Customers”
Subscribe, Listen, Rate, and Review The Customer Experience Podcast:
Mentioned in the episode: Let’s talk about the moments that matter and how to make them more emotionally resonant. Click here to schedule.
