Improving Customer Experience

With Bryan Eisenberg

Companies routinely have revenue blind spots that cost them 10-30% of their revenue. The Eisenberg Brothers have helped hundreds of companies like Google, HPE, NBC Universal Theme Parks and Cancer Treatment Centers of America increase sales by over a billion dollars using their Persuasive Momentum Frameworks. They coach and train hundreds of companies that sell products as diverse as SaaS software, eyeglasses, and pig sperm. 

Every customer expects the customer experience of Disney, the communication of Zappos, the seamlessness of Uber and the speed and efficiency of Amazon. These expectations impact every industry from b2c to b2b. After all, this is about people and their perceptions. 

According to a recent CEI Survey, 86% of buyers will pay more for better customer experience. But only 1% of customers feel that vendors meet their expectations. In another study by Bain & Co., they asked 362 executives if they were customer-centric. 96% said there were and 80% believed they were superior at delivering great customer experiences but tragically only 8% of those companies’ customers agreed. 

So while we believe that we are being customer-centric we all really need to evaluate where our revenue blind spots exist, because they do exist.

It is revenue that disappears without you knowing it or seeing it. Much like heat escaping from a poorly insulated home or water leaking from an old bucket. The revenue should be yours. It does not require additional advertising, marketing or shiny new tricks. If only you had the methods to capture it. 

In this episode of I’m That Geek Web-TV show you will discover what to do and how to do it.

About Bryan Eisenberg

Bryan Eisenberg is the co-founder of BuyerLegends and the co-author of the Wall Street Journal & New York Times bestselling books “Call to Action”, “Waiting For Your Cat to Bark?”, “Always Be Testing” and "Buyer Legends: The Executive Storytellers Guide". Bryan has been the keynote speaker for Shop.org, Direct Marketing Association, E-consultancy, Microsoft, the Canadian Marketing Association and hundreds of other events across the globe. He is also the co-founder and Chairman Emeritus of the Web Analytics Association. Bryan serves as an advisory board member of several venture capital backed startup companies (ie. Bazaarvoice, Monetate, UserTesting.com, BoostMedia, Sightly, Runa etc.).

Bryan, an award winning blogger and author, was recognized by eConsultancy members as one of the top 10 User Experience Gurus, a winner of the Marketing Edge's Rising Stars Awards and a member of the inaugural iMedia Top 25 Marketers.

Bryan has been featured expert by The Wall Street Journal and The New York Times and been quoted in Advertising Age, CNN, Forrester Research, Jupiter Research, Miami Herald, Publish, Internet Advertising Report (IAR), Chicago Business Tribune, Inc Magazine, Entrepreneur, Target Marketing, DM News, Microsoft’s bCentral, Smart Money & Internet Retailer for his thought leadership in the critical area of internet marketing and landing page optimization & online conversion rates. 

Takeaways

  • What type of data should your company be focusing on?
  • Why is it important to have the right systems in place?
  • How do you know what your customers like so you can deliver that experience to them?

Summary

  • How did Bryan Eisenberg get started with Customer Experience? (04:18)
  • How do you know what customers like so you can deliver that experience to them? (07:07)
  • Why is it so important to have the right systems in place? (09:30)
  • What kind of data should your company be tracking? (11:13)
  • What do you think of when you hear the name,  Amazon? (12:21)
  • Why it’s important to focus on the long-term versus the short-term vision (18:10)
  • What’s the future of the current platforms in terms of trust and customer experience? (19:38)
  • What will it take for people to say they have had enough with Facebook and leave the platform? (24:44)
  • How can we stand out and position ourselves to show we have values? (27:47)
  • How do you build trust in your business? (31:04)
  • What are the core things you should focus on in your business? (34:53)
  • Why a business needs to find their own story to connect with their customers (38:42)
  • Why was Kodak invented? (41:39)
  • How Disney is the master of customer experience (45:12)
  • How can a solo entrepreneur implement some of the values that are being talked about? (50:28)
  • Why telling stories is key to creating customer relationships (53:57)
  • What does Bryan Eisenberg think about using independent contractors? (55:01)
  • How one Lush employee’s attitude ruined the customer experience for someone (57:06)
  • The two important lessons learned in today’s show (01:03:06)
  • Where’s the best place to find and connect with Bryan Eisenberg? (01:07:08)

Links

Bryan’s Website

Bryan’s LinkedIn

Bryan’s Twitter

Be Like Amazon

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