Ep 125: Consumer experience is the secret

Summary of Aileen Day

“ Take your common returns, procedure, most retailers, you know, if they don't want to take it, they'll find every excuse under the sun not to take it. But that's not for the customer. That's a procedure that they've built in for themselves. So therefore, the customer experience is dilapidated at best, and it doesn't create customer loyalty.”

“I mean, the first thing that you really need to do is you need to make sure that whatever you're offering is what the customer wants. Plain and simple. If you're offering something that is, you know, done before, not done, well, not well thought out selfish or in genuine, then you're not going to win. No, what you're selling is a value added to your customer, that is the first thing you need to do. The second thing is to have the procedures and the systems in place to be able to sell it in a way that doesn't cause too much friction if there's too much friction in the way that I have to create a purchase.”

TIME STAMP SUMMARY

00:32 What does it mean to be a certified customer experience practitioner

05:09 Making procedures that help the customer

13:44 Customer loyalty and customer experience

20:38 Customer recovery

Where to find Aileen?

Website                                               https://aileenday.com.au/

LinkedIn                                               https://www.linkedin.com/in/aileen-day-1800valued

Who is Aileen Day?

Aileen Day is the founder and owner of Aileen Day Advisory, Value Driven Brand and Meraki Business Solutions. These businesses were all created to deliver in the areas of customer experience performance consulting, education, business mentoring and support. 

Aileen is also one of Australia’s few globally recognized Certified Customer Experience Practitioners earning her designation through the world governing body of CX, the CXPA in 2021. Aileen was also inducted as a member to the Forbes Coaches Council in 2021 and after decades of having the privilege to work with businesses such as Coles, Bunnings and Officeworks leading their customer experience teams, she now uses her position to share her skills and insights on the customer, employee, and human experience with businesses around the world through the Forbes Magazine and associated media platforms, helping to create more trusted and value driven brands everywhere she goes. Aileen is also a qualified Public Relations specialist, a mother to a 10-year-old son and a lover of shoes and wine.