CX Myths Pt.01 with Tatiana Ferreira

She was SO good that Gina had to have her back again, Tatiana Fiera, Founder of The Growth Excellence Advisory, gets into customer experience and sales practices. They discuss the importance of asking relevant and purposeful questions to build an authentic customer relationship and enhance customer experience. Gina also stresses the importance of engaging customers and suggests a more individualistic, consultative approach. Tatiana emphasizes the importance of going beyond mere engagement with the customer and offering real value in the conversation. Next time Gina and Tatiana will dive deeper into why most companies fail to implement efficient customer experience strategies.

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More about Gina

Engagement Expert – Speaker – Sales Trainer – Entrepreneur – Improv Comic

Gina is a Master Sales Trainer for Jeb Blount’s Sales Gravy who combines street smarts and improv comedy skills with her experience in the corporate and entrepreneurial worlds, which sets her apart from her competition. 

“Sass without too much crass” is how Gina Trimarco describes herself. A high energy entrepreneur, engager, speaker, trainer, improv comedienne and podcast producer, Gina credits most of her success on her upbringing by her Italian mobster dad and German immigrant mother.

Highlights!

Introduction to the Series on Client Experience
Exploring Client Experience Myths
The Engagement Myth: Quality of Questions
The Importance of Purposeful Questions
Sharing Personal Experiences with the Engagement Myth
Discussing the Impact of Invasive Questions
Exploring the Relevance of Questions
The Misconception of Engaging Questions
The Impact of Inappropriate Questions
The Importance of Reading Customer Cues
Sharing Personal Experiences with Transactional Questions
The Role of Purposeful Questions in Discovery
Understanding Customer Desires and Objectives
The Art of Advising: A Real-Life Example
The Power of Purposeful Questions
The Role of Titles in Sales and Customer Experience
The Importance of Asking for Permission
The Art of Saying 'Yes': Building Trust with Customers
The Challenge of Fast-Paced Retail Environments
The Power of Positive Questions: A Sales Hack
Avoiding the 'No': A Key to Better Customer Experience
A Personal Story: The Worst Customer Experience Ever
The Importance of Engaging Customers in the Sales Process
The Role of Leadership in Ensuring Training Sticks
Why Companies Struggle with Implementing Customer Experience Strategies