Jason Friedman, founder and CEO at CX formula, shares his journey from working in theater to applying theatrical principles to business. He emphasizes the importance of intentionality and focusing on the customer experience. By reverse engineering the desired customer reaction and scripting the ideal customer journey, businesses can create powerful and authentic experiences. Friedman also highlights the value of using multiple senses to enhance the customer experience and the importance of finding moments for over-delivery that are well-received. He encourages businesses to focus on their existing customers and create stories worth talking about.
In this conversation, Ryan and Jason discuss the importance of creating emotional connections with customers and meeting their expectations. They explore the concept of subliminal marketing and the power of triggering emotional responses in customers. They also discuss the disconnect between customer expectations and what they actually receive, using examples from a college recruiting company and a food delivery service. Jason emphasizes the need for businesses to focus on the success and satisfaction of their customers, and to eliminate friction in the customer experience. They also highlight the importance of feedback and making improvements based on customer reactions.
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Credits:
Hosted by Michael Smith and Ryan Roghaar
Produced by Ryan Roghaar
Theme music: "Perfect Day" by OPM
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