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 looking for 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, all right. So we're here today at marketing PROFS, be to be Marketing Forum and I'm here with Carlos Jodalgo. Carlos, how you doing today? I'm doing well, thanks, James. So, Carlos, and now we're just 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 prior to this about how something that Carlos talks...

...to his prospects and clients a lot about 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 we were just talking about, Carlos. Why? Why is this something that needs to be focused on internally before you can ever think about the actual experience that the customers can have? Yeah, I think it's really important for an organization to let their employees now, and this starts at the top, of what is our brand value? What do we stand for in the market? Want you to find that you can then start to crack the experience you want your customers to have. But that happens at every level in the organization. The best example, or the best definition I've ever seen of customer experience talks about the full arc, every customer touch point. And so you think about starting just with brand experience or a brand engagement, audience engagement. Great example of that is under armor with their my fitness peal APP. Okay, you don't have to buy any under in armor product...

...too, on the APP and people use 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 a customer supporter, from a customer delivery. If, at every stage customer or employees are not enabled, equipped and empowered to deliver that customer experience and know what mission they have is an organization, customer experience is going to fall flat. Okay, so you talked of you you said enable, equip and empower 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 into the DNA of who you are as organization and training your employees to a know that 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 Weston grand where they because of a tweet that he sent, their response to him. To me, that is those employees...

...saying, okay, we now know how to respond, we've been trained on what our brand value is and we are going to take that training and deliver that customer experience. which thing gets into the equipping, que empowering and to me, the equipping then is do you have the right tools to do that? Okay, do you have someone to monitor your social media? Do you have the technology, if that's what it takes, to look at the full customer arc and to track the customer journey and understand all the different touch points. And then, lastly, are you empowered to just take the action? The number of times I hear sales reps say, well, I wanted to give the discount but I had to run it up the flag pole. Meanwhile the customers left waiting are a support person of we wanted to add this and because the customer needed it, but we had to go make sure that we could throw it as as an add on. Why don't we just trust the training in the enablement stage and empower our employees to say this is what's going to make our customers happy, we are just going to go do it and...

...we don't have to run through a bunch of red tape and bureaucracy in order to deliver that? I love it all, but Carlos has been fantastic. If somebody listening to this once to stay connected with you, what's the best way for them to go by doing that? 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 visum cxcom awesome thanksman. Great thanks, James. To ensure that you never miss an episode of the B Tob Growth Show, subscribe to the show in Itunes or your favorite podcast player. This guarantees that every episode will get delivered directly to your device. If you'd like to connect with Bob Executives from all over the world, make sure to join our private facebook community. There are some incredible conversations happening inside this group. To Join, visit be toob growth showcom FB. Thank you so much for listening. Until next time,.

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