If you want to keep your customers and grow your business, you need to create loyal fans.
Designing the Ultimate Customer Experience with Jesse Cole
Jesse Cole is the owner of a baseball team. He and his team sell out 4000+ seats to every single game and there is even a waiting list to get tickets. But Jesse started his first season by selling only ONE ticket. He learned a lot about designing the ultimate customer experience that helped him become a success. Jesse share’s his wisdom with us in this episode.
This episode is FIRE. Jesse had a handful of quotes that are worth mentioning here.
- Discounting is the tax you pay for being average.
- If you’re doing what everyone else is doing, you’ll get the results they’re all getting. If you want to succeed more, you have to do something different than everyone else.
- It’s better to have 100 people that love you vs 10,000 that just kind of like you.
One of the main ways to start designing the ultimate customer experience requires you to ask yourself this question: “What makes me different?” Everyone has something that makes them stand out. Your job is to find that thing. Build your personal brand while you’re creating your professional brand.
Related Content: The Framework for Earning More Paying Clients
5 Steps for designing the ultimate customer experience:
Step #1: Solve problems
What are the problems in your industry? (Every industry has them!)
Step #2: Normal vs Opposite
Plan, then define, what a normal experience looks like. Then do the opposite. (It can be weird, you have to be willing to look weird) Do the exact opposite of what’s considered normal.
Step #3: Customer journey
What happens in the transitions? How can you make the process transitions stand out? With your invoices, with product transit times? Do you design the emotions that you want your fans to feel?
Step #4: Fans first mentality
Who are you, what do you stand for? This goes beyond your mission statement; this is your culture. Great leaders say the same thing over and over again. Can the people around you imitate you?
Step #5: Connection.
Spread love and passion with your fans.
About Jesse Cole:
Jesse is an in-demand speaker and released his first book “Find Your Yellow Tux – How to Be Successful by Standing Out” in January of 2018. The book launched #1 in three categories on Amazon and has been sold in 18 countries. Staying true to his mantra, “Whatever’s Normal, Do the Exact Opposite,” Cole launched the book with a World Book Tour….at Epcot.
Resources Mentioned in this Episode:
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