Denise Graziano is interviewed in this episode of Monday Morning Radio about the importance of customer experience for a business. Customer experience, says Denise, is what sets successful businesses apart, more so than price or even the business’ products. Yet, 60% of businesses are not addressing customer experience in any meaningful way.
Denise talks about the difference between customer service and customer experience and gives examples of companies that are excelling at customer experience and those that need improvement in this area. She also discusses how it is common for successful businesses to abandon the customer experience that made them successful when revenues increase and the business grows.
Denise Graziano is President of Graziano Associates, a marketing firm founded in 1992 that specializes in helping companies transform their customer and employee interactions into “top-notch experiences that boost revenue, ignite engagement and drive retention.” She is a speaker, author of the book Once a Client, Always a Client, and creator of the Client Relationship Mastery Formula.
About Monday Morning Radio
Monday Morning Radio is a podcast produced by Dean Rotbart and David Biondo that contains interviews with successful and innovative business people and business experts. The program is produced in cooperation with the nonprofit Wizard Academy, an Austin, Texas-based school for imaginative, courageous and ambitious entrepreneurs.