324: A Good Product Is Not Enough

Adam tells a customer experience horror story about a good product surrounded by a nightmarish customer journey. The scary part is that your brand could be doing this to customers! Your good product won’t save the day Your product is an absolute dream. Bravo! But what about the experience around it? Is your really good product or service good enough to forge loyalty on its own? Unfortunately, this is rarely the case. Perhaps in the old days of having limited choices, a new choice that saves a few dollars or a few minutes would have had customers sold for life. But nowadays, customers typically have lots of choices. As a result, they’re demanding better experiences from the brands that deliver these products and services. “Nowadays, a great product simply isn’t enough.” - Adam Toporek But don’t take my word for it! Adam has a special story to share with you, and you’re not going to believe the horrible experience surrounding the great product that was delivered. In fact, this experience left him wishing he had spent the extra time and money doing things the “old way.” As you push for innovation, higher quality or filling unmet needs, what about the other needs customers have? More importantly, are you creating experiences that negate the convenience or the “ooh-aah” factor you’ve set out to cash in on? Listen to Adam’s story and tips to prevent you from creating experiences that make customers want to sleep with the lights on. Related Content 360Connext® post, It’s Time to Be Honest About the People in Your Experience Customers That Stick® post, Creating a Customer Service Culture with Jeff Toister Episode 086: Dr. Adrienne Boissy, The Patient Experience Episode 319: Jeanne Bliss, Is Your CX Mom-worthy? We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices