CX Tip: It’s Not a Transaction, But an Intersection!
Lee Kantor: [00:00:06] Lee Kantor here from Business RadioX. Jill, today’s customer experience tip is it’s not a transaction, but an intersection. Please tell us more.
Jill Heineck: [00:00:14] Well, we’d like to think of each customer as a lifelong relationship, right? And it will change the way you interact and communicate with them. You know, being a good listener, it’s not always what you say or do, but it’s how you make people feel that matter the most. You know, I’m not your only customer, but make me feel like I am, and that you can address any and all of my concerns.
Jill Heineck: [00:00:35] Recently, I had an account mix up at a large regional bank. My experiences in the past at this bank have all been pretty much muh, to say the least, but the last one hit it out of the park. The bank rep continued to reassure me that he would call everyone he could internally in an attempt to get the answer we needed. And let me tell you, he certainly delivered to the point that he may have probably called me two or three times that day to give me status updates. In 22 years of business, this has never happened. So, this rep created an intersection between a transaction and an interaction that could last another 22 years. That’s the tip for today.
Lee Kantor: [00:01:10] Great tip, Jill. Thanks for listening.
Connect with Jill at heineckandcompany.com.