In today’s episode of Windshield Time, hosts Chris Elmore and Harold “J-Dub” James Walker Jr. explore the three ways customers spend with your company; money, time, and emotion. They discuss how these elements intertwine and affect the customer experience, emphasizing the importance of emotional connections in the transaction process. If you’re looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!
Chapters:
00:00 Introduction to Windshield Time Podcast
03:02 The Importance of Customer Experience
05:55 What’s Going Into Your Brain?
08:56 Understanding Customer Spending
12:00 The Role of Money in Customer Transactions
14:57 The Emotional Aspect of Customer Spending
19:00 Decision-Making: The Role of Information
20:28 Assessing Value: Time, Money, and Emotion
24:23 Commodities and Consumer Choices
27:17 Emotional Factors in Service Interactions
30:11 The Trade-off Between Time and Money
35:41 The Importance of Perceived Value
38:51 Navigating Emotional Seasons: The Holiday Effect
Takeaways:
1) Customers spend money, time, and emotion with you.
2) People buy on emotion and justify with logic.
3) Consumers often choose based on perceived value rather than actual quality.
4) Commodities are often judged solely on price due to lack of differentiation.
5) The holiday season can amplify emotional spending and objections.
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The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you’d like to talk deeper on this subject and others, use Chris or James’ contacts below!
Chris Elmore: 254-733-7109 or [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Turn Learning into Earning!
