In this episode, we’re going to discuss how to turn a routine client interaction into a remarkable one!

I will be sharing 3 different things you can implement today!

Tune into the episode…

There are a million little ways to turn a ROUTINE CLIENT INTERACTION into a remarkable one, and today I’m going to focus on 3 of them!

In our fast-paced, mostly digital world, it's easy to get caught up in the transactional aspects of our work and in our lives.

We fire off emails rather than picking up the phone,
We cut straight to the chase rather than asking our customers how their weekend was,
And the at the end of the workday, we buy things online rather than at the local shops & hermit in our homes to order dinner to our doorstep

While there's nothing wrong with convenience, it's important to remember that we're human beings, not robots. We crave connection, experience and interaction. We want to feel like we're part of something larger than ourselves.

But these moments of meaning are becoming increasingly rare.

The opportunity for you is that it’s the little things like creating memorable experiences, story-telling, and differentiating from your peers that CREATE these talkable moments, and they make a big difference in how your customers perceive you, your product and their receptivity to doing business with you.

And the best part is that creating a talkable moment isn’t going to add extra work to your day. It’s simply about doing ONE thing that customers NOTICE and TALK about.

When we do this, we not only make the world a more enjoyable place, but we also make our CUSTOMER INTERACTIONS more memorable.

In this episode, I will share with you 3 simple ways to improve any client experience and to turn every interaction into a talkable moment.

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And then they've brought me into their companies to do a marketing training. None of this happened in the first few months. This was really the compound effect of me showing up and continuing to create content content that I love creating.
In this episode, I want to share how you can improve your client interactions by creating more talkable moments inside of your business. There are millions of little ways to turn a routine interaction into a remarkable one. If you are able to go above and beyond for people, and to really stand out by being different, then you're the one that's going to have a steady stream of customers. In this podcast, I want to share with you three simple ways to improve any client experience, and to turn every interaction into a talkable moment. And so it really is the little things like creating a memorable experience or using storytelling and differentiating yourself from your peers and your competition that are going to set your business apart.
I'm going to share three ways to improve your client interactions by creating talkable moments. The first one is about creating experiences over transactions and the second one is to be different and not better. And the third thing I want to share is how to identify the gap so that you can go above and beyond. If you give your clients an unforgettable experience through any touchpoint along the journey, you're likely to get some free word of mouth marketing in return. So to illustrate this example I want you to picture a peloton bike and how many people bought a bicycle from their Kickstarter campaign?
If you guessed 200 People from their big big Kickstarter campaign,. you're right.
After failing with their Kickstarter campaign for a city stationary bike, they decided to get people to experience what a peloton was like. They did this with a pop up shop in a mall in New Jersey and very quickly, they began selling five bikes a day. And so they adopted the concept of experience versus transaction instead of just trying to sell someone something. Bike shop in New York was selling five bikes a day, and so John realized he needed to create an experience for customers. Out front of the store in the mall, he'd wait for active couples to walk by, and one of them might look like a cyclist. And then he'd invite them in and he'd get them set up on a bike, and all of a sudden, the endorphins would kick in and they'd be riding at full speed.
John says if he could get someone on the bike, there was a 50% chance that he could make the sale right after. This was the beginning of peloton pop up shop strategy, you guys may have visited one of their pop up shops when I lived in Toronto. They didn't need to convince people to buy the bike they just needed them to experience. And that left a lasting impression on so many people that their sales ended up skyrocketing in future years. There are 84,000 restaurants in the US that serve burgers, but most of them are not different.
skips kitchen has been in business over 15 years, they've never advertised, there's a massive lineup to get in every day. They have implemented this really cool thing that when any customer places an order, they fan out a deck of cards, 52 cards, and you get to choose one before you pay.
One of the easiest ways to go above and beyond and to create that moment that your clients can't help but gush about is to over deliver. It could be as simple as the fact that you always wear a yellow tuxedo to meetings or you follow up with a voice note after every interaction, or you send photos and emails or funny memes. So how cool would it be if you were able to create one of those different moments to be different and not just better?
If you can identify the gap between what customers expect and what they get, there is a talkable moment hidden in between. 74% of customers identify word of mouth as a key influencer in their purchasing decisions. So if you're able to make a strategic choice to embed these talkable moments into your customer journey, people are going to talk about you. Hey, visionary, are you ready to launch your business? If you're looking for a way to get started, we can help.
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