This week, Matt Dixon joins Gain Grow Retain to talk about how the common thought of going 'above and beyond' for your customers is surprisingly not the best route to take.
Going above and beyond can be expensive in terms of time, resources, and money, and in the long run, doesn't have a larger impact on customer satisfaction than simply meeting their needs.
Instead, focus on removing points of friction. Make your customer experience easier. This is a low-cost process and is better for your customer facing teams (takes less effort than those 'hail mary's')
Matt shares some great examples and experiences that can make a difference in how your team engages with customer needs.
What part of this week's podcast resonated most with you? How can you begin to look towards making the customer experience more effortless for them?
