69. The Essence of CX: How You Make People Feel
“People will forget what you did. But they will never forget how you made them feel.” This quote from Maya Angelou embodies the heart of customer experience.
It’s simplifying the concept to say that customer experience is how you make people feel, but I think it may not be too simple. The essence of customer experience tends to be incorrectly focused on getting customers to do something, but the underlying cause of nearly all of our actions is whether we feel seen, heard, and appreciated.
In other words, if we feel connected, we’ll act.
I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to continue the ongoing conversation of what customer experience is and how it builds relationships.
What I talk about:
- The definition of customer experience
- Getting people to do something is the outcome of how they feel
- Attitudes & feelings toward team members, products & services, and the problem that brought you into a relationship
- The way you operate bolsters relationship in multiple directions
Check out these resources I mentioned during the podcast:
- Ep. 56 on The Customer Experience Podcast
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