Jermaine Edwards

Customer Expectations: Meeting Vs. Exceeding #customerexperience #talks #event

12 Mar 2024 · 0 min

Watch on YouTube

0:25

Jermaine Edwards uses a Ferrari vs. McDonald's analogy to explore whether businesses meet customer expectations or exceed them. The core question: are you building experiences for hypothetical clients or deepening experiences for the ones you already have?

Most people here aren't bragging that they went to McDonald's yesterday, but they would if they went into a Ferrari dealership and sat inside the latest Ferrari. So knowing your customer expectation is super important. So here's the magic question. Here's the magic question for you guys. This is it. We building the experiences that we have for a client we don't have? Are we building a better experience through a deeper understanding of the clients we do have? Here's what I mean by that.

More from Jermaine

0:38

Turning Problems Into Advantages #accountmanagement #customersuccess #business

2y ago

0:29

Becoming A Chief Value Officer #accountmanagement #business #keyaccountmanagement

2y ago

0:49

Should you be a Lighthouse or a Lamp #accountmanagement #customersuccess

2y ago

0:37

Guided By Lamp Saved By Lighthouse #accountmanagement #customersuccess

2y ago

0:28

Mastering The Customer Response Triad #accountmanagement #customercentricity #customerservice

2y ago

0:44

Mastering The Art Of Uncovering #accountmanagement #customercentricity #customerservice

2y ago

0:44

Uncovering Conversation Summary #accountmanagement #customercentricity #customerservice

2y ago

0:28

Unlocking Insights With Stimulus Questions #accountmanagement #customercentricity #customerservice

2y ago

0:53

Unlocking The Power Of Social Awareness #accountmanagement #customercentricity #customerservice

2y ago

0:45

Customer Retention Strategies Part 4 #accountmanagement #customersuccess

2y ago

0:43

Customer Retention Strategies Part 3 #accountmanagement #customersuccess

2y ago

See all content