Customer experience, marketing mistakes, & worms with Samantha Irwin

Samantha Irwin’s deep desire is to help business owners kill it when it comes to creating a fabulous customer experience. Way more than just “customer service”. It includes staff training and creating culture. Not only is it super fun stuff, it’s the most efficient, cost effective, and rewarding way to build a business!

In this episode we talk about customer experience vs. customer service, and the #1 marketing mistake companies make. We then go on a rant about telling women to "smile more" and build a tech company for your listening pleasure.

Resources mentioned in this episode:

• https://www.linkedin.com/business/learning/blog/learner-engagement/see-the-industries-with-the-highest-turnover-and-why-it-s-so-hi

• https://www.forbes.com/sites/blakemorgan/2018/10/16/top-5-most-hated-industries-by-customers/?sh=300b76d190b5 

Top takeaways:

1. Customer service is just one part of your customer’s experience of your brand.

2. Customer retention is just as important as new customer acquisition.

3. Don't focus on getting new customers at the expense of wowing your existing ones.

4. Hire your customer service people for personality. You can train the skills.

Connect with Samantha:

• www.kaizen.zone

• https://www.linkedin.com/in/samanthairwin/

• https://www.youtube.com/channel/UCViM4qzVctq8_peZuYeBDOg