546: How to Guarantee an Incredible Customer Experience w/ Carlos Hidalgo

ABOUT THIS EPISODE

In this episode we talk to Carlos Hidalgo, Founder & CEO of VisumCx.

There's a ton of noise out there. So how do you get decision makers to pay attention to your brand?Start a podcast and invite your ideal clients to be guests on your show.Learn more at sweet fish Mediacom. You're listening to the BAB growth show,a podcast dedicated to helping be tob executives achieve explosive growth. Whether you're lookingfor techniques and strategies or tools and resources, you've come to the right place.I'm James Carberry and I'm Jonathan Green. Let's get into the show, allright. So we're here today at marketing PROFS, be to be MarketingForum and I'm here with Carlos Jodalgo. Carlos, how you doing today?I'm doing well, thanks, James. So, Carlos, and now we'rejust talking before I hit record on this, and we're talking about customer experience.Carlos lives and breathes customer experience and we were having an interesting conversation priorto this about how something that Carlos talks...

...to his prospects and clients a lotabout his customer experience, starting internally, and that was a little bit different. You know, obviously customer experience in the name. You Think, Oh, it's it has to do all with customer right. So unpack what wewere just talking about, Carlos. Why? Why is this something that needs tobe focused on internally before you can ever think about the actual experience thatthe customers can have? Yeah, I think it's really important for an organizationto let their employees now, and this starts at the top, of whatis our brand value? What do we stand for in the market? Wantyou to find that you can then start to crack the experience you want yourcustomers to have. But that happens at every level in the organization. Thebest example, or the best definition I've ever seen of customer experience talks aboutthe full arc, every customer touch point. And so you think about starting justwith brand experience or a brand engagement, audience engagement. Great example of thatis under armor with their my fitness peal APP. Okay, you don'thave to buy any under in armor product...

...too, on the APP and peopleuse it all the time to track their fitness levels. That's brand engagement.So where does that art go from there? From a buying cycle, from acustomer supporter, from a customer delivery. If, at every stage customer oremployees are not enabled, equipped and empowered to deliver that customer experience andknow what mission they have is an organization, customer experience is going to fall flat. Okay, so you talked of you you said enable, equip andempower and power. Right, so let's talk about the enablement piece of that. What's that look like? I think the enablement is just truly tapping intothe DNA of who you are as organization and training your employees to a knowthat and then making that part of their personal DNA within their roles. So, for instance, Ron Tight was just talking in the keynote about the Westongrand where they because of a tweet that he sent, their response to him. To me, that is those employees...

...saying, okay, we now knowhow to respond, we've been trained on what our brand value is and weare going to take that training and deliver that customer experience. which thing getsinto the equipping, que empowering and to me, the equipping then is doyou have the right tools to do that? Okay, do you have someone tomonitor your social media? Do you have the technology, if that's whatit takes, to look at the full customer arc and to track the customerjourney and understand all the different touch points. And then, lastly, are youempowered to just take the action? The number of times I hear salesreps say, well, I wanted to give the discount but I had torun it up the flag pole. Meanwhile the customers left waiting are a supportperson of we wanted to add this and because the customer needed it, butwe had to go make sure that we could throw it as as an addon. Why don't we just trust the training in the enablement stage and empowerour employees to say this is what's going to make our customers happy, weare just going to go do it and...

...we don't have to run through abunch of red tape and bureaucracy in order to deliver that? I love itall, but Carlos has been fantastic. If somebody listening to this once tostay connected with you, what's the best way for them to go by doingthat? Very active on twitter at see a Hidalgo, and that's hid Algo, or just shoot me an email at Carlos Advisim CX, and that's visumcxcom awesome thanksman. Great thanks, James. To ensure that you never miss anepisode of the B Tob Growth Show, subscribe to the show in Itunes oryour favorite podcast player. This guarantees that every episode will get delivered directlyto your device. If you'd like to connect with Bob Executives from all overthe world, make sure to join our private facebook community. There are someincredible conversations happening inside this group. To Join, visit be toob growth showcomFB. Thank you so much for listening. Until next time,.

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