EP169: Adjustments, Addresses, and Appointments!

Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling.

Bite-Sized Delight From the Episode:

• Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales.

• Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to continue receiving their business. 

• Service Without Scheduling is Remarkable - Getting an oil change without scheduling an appointment is convenient, efficient, and easy - allowing Shimkat Motors to create a remarkable experience that builds affinity and loyalty.

Are You Looking for Things We Referenced?

• Mattress Galaxy

• Experience This - Episode 69 - "Emojis, Surveys, and Sodas!"

• Experience This - Episode 77 - "Cooks, Photographers, and Ditchers!"

• Experience This - Episode 88 - "Ignoring, Chatting, and Returning!"

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Shimkat Motors - No Appointment Required Oil Changes

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"