1742 Customer Experience with David Ewing of Motiv
b'In this episode of the Thoughtful Entrepreneur, your host Josh Elledge speaks with the CEO of Motiv, David Ewing.\\n\\n\\n\\nDavid\\xa0 introduced the philosophy of Motiv, a company that provides businesses with the tools, technology, and processes to create exceptional customer experiences. The goal is to acquire customers and retain them, maximizing their lifetime value and generating positive word-of-mouth.\\n\\nDavid cited examples of unintuitive and frustrating interactions, suggesting that some companies might intentionally create a bad experience to discourage customers. He defined customer experience as the journey a customer goes through, from first hearing about a company to eventually ending their relationship.\\n\\nDavid emphasized the significance of \'moments that matter\' - positive or negative experiences that shape a customer\'s attitude and behavior towards a brand. He shared a personal example of a joyous moment that mattered to him when an airline delay allowed him to meet an author he admired.\\n\\nHe also mentioned a heartwarming story of a company sending flowers to a customer whose dog had passed away, creating a lasting impression. These moments, he stressed, are crucial in building long-term customer loyalty.\\n\\nDavid also highlighted the significance of having difficult conversations with customers, as it allows them to feel heard and often leads to more business. David G encourages entrepreneurs to pick up the phone and address any issues directly with customers, as it is unlikely that customers will switch to the competition just because their concerns are brought to light.\\n
Key Points from the Episode:
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- Importance of customer experience in business \\n \\t
- Motiv\'s goal of providing tools and processes for exceptional customer experiences \\n \\t
- Acquiring and retaining customers for maximum lifetime value and positive word-of-mouth \\n \\t
- Small and medium-sized businesses struggling with user experience \\n \\t
- Intentional creation of bad experiences by some companies \\n \\t
- Definition of customer experience as the entire customer journey \\n \\t
- Significance of moments that matter in shaping customer attitudes and behavior \\n \\t
- Gathering feedback from customers and being open to criticism \\n \\t
- Having difficult conversations with customers to address issues \\n
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