SimpleBiz360™ Podcast

Our third installment of the Experience Economy series is all about finding commonality in a sea of uniqueness.

The golden thread of the Experience Economy is to pre-answer common questions before our customers ask them. Getting ahead of our buyers allow us to demonstrate unparalleled respect for their time, money, and mission. The Pareto Principle becomes a close ally as we all try to tune into WIIFM!

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Join us for the second installment of our six-episode series about the Experience Economy.

What is the epicenter of our corporate goals and objectives? Do we have our priorities pointing at the right target? Where does customer perception fit into the puzzle of our operational centricities? Do we embrace a company-first, or a customer-first mindset? The Experience Economy is notorious for slowly dissolving companies that consistently focus on internal initiatives, rather than the invoice-paying buyers! This five-minute show looks at how we hitch up our revenue horses to our product carts!

Support the Show.

Join us for the first installment of our six-episode series about the Experience Economy.

What is the Experience Economy? How does it operate? What does it look, and feel like? What do other voices have to say? In this kick-off show we share 10-12 other voices that help us build a foundation of understanding. Once we set the cornerstone, we deliver five additional broadcasts that explore essential ingredients vital to succeeding within this subjective marketplace. We invite you to carve out 5-10 minutes per week for the next month and a half. We are confident these podcasts will be rewardingly fresh, and thought-provoking. Enjoy this series.

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“Ghosting” is a societal trend that is taking up more office space then ten, twenty or thirty years ago.

Today we find various businesses choosing to ignore difficult customer questions, concerns, issues, and tedious follow through. Buyer frustration continues to mount, as vendors are absent, and unwilling to respond. Companies are utilizing these operational mechanisms with alarming frequency. Bad news is often on the horizon for these operators, as the Experience Economy usually has the last laugh. Companies that consistently “Ghost” customers battle low repeat transaction percentages, and slim referral rates. Don’t get caught modeling this trend…it might send your business to the boneyard!

Crafty, cagey, cunning, corrupt, and creative, SPINIPULATORS are a unique breed of business people that cause workplace havoc.

This show offers some tangible ways to survive the ultimate workplace troublemaker. In these five minutes we define the character cocktail that combines the artful wordsmithing of a SPINNER, with the devious scheming of the MANIPULATOR. Shake this cocktail up, and the end result is a nasty, narcissistic, business nemesis driven by self-serving motives. Most of us encounter this business breed a few times during our career. We hope our episode helps you overcome your workplace SPINIPULATOR!

This show touches on the “WISE” versus the “WISER.”

Valuable business stories are one of the greatest gifts we can share with others. This week we invite story-telling to be part of your life. It’s never too late to start paying insight forward. Be brave, and share your lessons learned.

“Stinkin’ Thinkin” can stagnate companies, leading to unnecessary financial woes, and possible extinction.

High-achieving companies are usually habitual, best-practice chasers! Whereas, the “We’re just fine the way we are” companies, often watch the hungry, and eager-to-learn competitors chalk up success after success. Venturing out into the land of new ideas is a mindset that starts at the top of the executive chain. If your company is tired of the “same old, same old,” then it’s time to change the mindset, rev up the energy engines, and start driving your company outside the perimeter in search of continuous improvement.

Today’s show is a quick look at why we should avoid of deploying string-along service techniques.

The success of most business transactions is that they lead to repeat purchases, or referrals. So then why do we jeopardize these future events when we service our current customers? Half-truths, and fictitious stories litter the service landscape, as we attempt to avoid an order cancellation. Is this the right way to provide customer-pleasing service? Do these schemes serve the long-term survival of our companies? Today we examine these questions and more! Grab some coffee and enjoy!

The Experience Economy feasts on the effects of the transactional micro-journeys!

Each transaction has multiple touchpoints that create their own customer impressions. At the end of a purchase, many of our companies have faced one, or maybe two dozen opportunities to please, or displease a paying customer. Can our companies identify these micro-journeys tucked inside each purchase? If so, do our businesses chart these? Do we train for these? Why should we even care about these? Join us for some ideas that should cause necessary, pause, reflection, and likely revisions.

Tucked inside our 228th podcast is the Experience Economy poking holes in the myth, that no news is good news!

Silence from customers is not always golden. In fact, this quietness might just be a loud megaphone in disguise. These five minutes ask some who, what, where and why questions. Our hope is for this episode to be an inspiration for making new, customer-pleasing discoveries. Cheers!