the bossbabe podcast - 43. The Difference Between Customer Service and Customer Experience with Danielle Canty

Episode Date: October 11, 2019

We’re now introducing mini episodes, which are shorter episodes that are super actionable and feature Team BossBabe. BossBabe’s Head of Marketing, Kay Snels, will be your host for this episode where we interview our very own co-founder and COO, Danielle Canty. Kay and Danielle discuss the difference between customer service and customer experience and how it can transform the way you interact with your current as well as your future customers. They share tips on how you can differentiate yourself from your competitors by having a strategy behind delivering an incredible customer experience. If you’d love to learn from the BossBabe team about how to grow your audience on Instagram by 10,000 ideal clients in 30 days, register for a free spot in the next training at: https://bossbabe.com/growthatinsta  This episode is sponsored by the Insta Growth Accelerator. A 12-week accelerator designed to show you how to grow and monetize your Instagram account. www.instagrowthaccelerator.com

Never really being satisfied with an okay, we always want to be pushing to that next level of being like, okay, have we been excellent today? I don't want goods, I want excellence. It's becoming harder and harder to stand out as a business. But what can really set you apart and differentiate you is your customer experience. Welcome to the Boss Babe podcast, a place where we share with you the real behind the scenes of building successful businesses, achieving peak performance, and learning how to balance it all. I'm Kaye Snells, Head of Marketing at Boss Babe, and your host for this week's mini episode. These mini episodes are designed with you in mind. Each episode, a member of Team Boss Babe will dive into one topic, whether that's product, sales, marketing, community, or leadership. So consider this your weekly mini training that's super actionable so you can implement it right away. On today's mini episode, we've got our very own Danielle Canty. You'll recognize her as one of

the hosts of the Boss Babe podcast, but she's primarily Boss Babe's co-founder and COO. As a trained business coach and a doctor of chiropractic, Danielle's passion lies in high performance, business strategy, and operational scalability. Today, we're going to discuss the key difference between customer service and customer experience and how it can transform the way you interact with your current and future customers. So as always, screenshot yourself listening to this podcast, share it on your stories with your biggest takeaway, and you can always tag at bossbabe.inc and hashtag the Boss Babe podcast. A boss babe is unapologetically ambitious and paves the way for herself and other women to rise,

keep going, and fighting on. She is on a mission to be her best self in all areas. It's just believing in yourself. Confidently stepping outside her comfort zone to create her own vision of success. This episode is brought to you by the Boss Babe Insta Growth Accelerator, a 12-week program designed to help you grow and monetize your Instagram account. If you're ready to grow your audience with your absolute ideal clients who are throwing their credit cards at you, then listen up.

Our CEO, Natalie, has created a completely free 90-minute training to do exactly that. We'll take you through the step-by-step strategy to attracting 10,000 ideal clients as followers over the next 30 days. If you know that growing your audience with ideal clients who can't wait to buy from you would completely change the game, then this training is for you. Visit bossbabe.com slash grow.insta. So welcome to the other side, Danielle. Hey, I am so excited about this podcast. I'm like very passionate about talking about customer experience. I know. I'm so excited for other people to learn more about this because I feel like once you start Googling, there's information, but I feel like you do such an amazing job of explaining it. So really excited to dive in there.

So first of all, between customer service and customer experience, do you remember when was the first time you really started learning the difference between the two? Oh, good question. I feel like the difference for me was actually I started understanding about it when I was a chiropractor. I think for me, it wasn't so much something that I experienced for other companies is when I actually started to see the difference in how I perceived my customer service versus customer experience that I really started to understand it because customer service is very reactive right so you're waiting for somebody to come to you to tell you about their problem and and then you're addressing it. Whereas customer experience is being proactive and preempting what the customer is going to think, what the customer is going to

say, preempting what the customer is going to feel. And I feel like I first started really understanding that when I was a chiropractor and saying to people, okay, you might feel a little bit sore after the treatment. It's going to be a bit of a bruisey feeling. I was preempting that. And then all of a sudden when they felt sore, they're like, oh, I'm okay about this because I knew this was coming versus ringing up because I didn't tell them about it. And then they're worried, they're coming in like, oh my goodness, I'm sore. Is this okay? And all of a sudden their experience of the company is very different. So it wasn't that I felt I'd had poor customer experience for another company. It was actually when I started

assessing how I could be better as a chiropractor and then how it could be better in business that I really got to grasp Swillip. I feel like that's an amazing way to explain it and I think that setting expectations is key with everything with relationships with business so I feel like if you can set that expectation for that customer, what exactly they are going to experience, and then ultimately hoping to exceed that expectation, I think that's where the real magic happens. So I love that example. So I have another question. So there's customer service, there's customer experience, there's also the customer journey. Would you say that customer experience and customer journey are synonymous? Are they alike?

What's your opinion on this? I would say like the customer journey is like the action steps that they go through from like first discovering like the awareness to researching you to buying from you the service, right? But at any point, they can drop out of the customer journey. You can't drop out of the customer experience. You're either going to leave with a good experience or you're going to leave with a bad experience or a mediocre experience, whatever. So for me, it's like, yeah,

the journey is a process that they're going through and they can choose to opt out of it in at any moment. And the customer experience is what will help them go through that journey. Like what actually gets them from one end to the other. Wow. That's an amazing way to explain it. I think that brought me a lot of clarity and I'm sure people who are listening to this also are more clear on that now. So let's dive a little bit deeper into customer experience then. What does it mean to you? How do you think about it? So we are in such an evolving time right now. So there's businesses popping up all over the place, like products always being developed. It's very

fast paced in business. And I think there's so many people in the world, there are so many ideas in the world, and there's so many ideas being actioned upon, right? And for me, there's like, it's becoming harder and harder to stand out as a business. But what can really set you apart and differentiate you is your customer experience. And that's what we really try and push forward in Boss Babe. You know, Boss Babe isn't just a business, we have a heart and a soul and we want our our clients customers consumers we want our boss babes to know that and feel part of that community and you know for me that's what it is about like allowing people to become part of our team allowing people to feel integrated and also to have if they're going to come in contact with our products if they're going to come in contact

with any of our team members they're going to expect a contact with any of our team members, they're going to expect a certain standard. And I always want us to live up to that standard and be pushing the boundaries on what that standard looks like. Never really being satisfied with an okay, we always want to be pushing to that next level of being like, okay, have we been excellent today? I don't want goods, I want excellence. And I think that's a real key thing that I think is important to really move forwards in business these days is like how you up level yourself to give the customer multiple positive experience as often as possible let's take a quick pause to talk about my new favorite all-in-one platform Kajabi you know I've been singing their praises lately because they have helped our business run so much smoother and with way less complexity, which I love.

Not to mention our team couldn't be happier because now everything is in one place. So it makes collecting data, creating pages, collecting payment, all the things so much simpler. One of our mottos at Boss Babe is simplify to amplify and Kajabi has really helped us do that this year. So of course I needed to share it here with you. It's the perfect time of year to do a bit of spring cleaning in your business, you know, get rid of the complexity and instead really focus on getting organized and making things as smooth as possible. I definitely recommend Kajabi to all of my clients and students so if you're listening and haven't checked out Kajabi yet now is the perfect time

to do so because they are offering Boss Babe listeners a 30-day free trial go to kajabi.com slash boss babe to claim your 30-day free trial that's kajabi.com slash boss babe got it customer experience seems to have a lot of touch points then of which it seems like customer experience is one of them. But I was curious to learn more about what you perceive as different touch points of customer experience. You're totally right. So I think like customer service is probably more like when someone's reaching out to you via email. So maybe they've like, they've got a problem, and they're having to find out and they try and contact you and then you're to offer that solution whereas customer experience can be all the way along right so whether it's reaching out and answering dms on an instagram account or whether it's putting frequently asked questions on our

sales page so we're thinking hey someone's gonna be reading this and they might be i have this question pop into them like if we can preempt that and answer that before they need to reach out to us then we're doing another good job live chat on our site so when people come to our pages bossbabe.com or if they're a member of the society our membership we have live chat on there so if there is anything that we can help them with they can just ask somebody and someone's at the end most of the time and if not then there is an email and i'll get back to them so it's trying like to understand like how we go above and beyond and another point of it is it's not always after

they've bought it's like before they've bought as well so i think it's like that whole pre-purchase during purchase and post-purchase where you always have opportunity to deliver a customer experience in some capacity or form and the other thing i just add to a customer experience in some capacity or form. And the other thing I just add to a customer experience, it's also like the service delivery. So when they receive the product, like how is that wrapped? How is that delivered? Whether it is, if it's a membership, how are they onboarded? That's still part of customer experience. So we have to think about people as always having experience and interaction with our company. And we always want to be making sure that that is polished and it is done well. That's interesting. It kind of sounds like customer experience and

brand are very alike. It seems like brand is the master umbrella and then customer experience feeds into that, but it definitely expresses your brand via these touch points. 100% Kayla, you're so right. And I think that's how brands grow, right? Because brands grow because people want to talk about them. Well, they're either going to talk about them because they're bad or, you know, they're going to talk about because they're good. For someone to talk about you because you're good, you have to have had a really good customer experience. So that's what we're dedicated to doing is, okay, how can we strike good conversation from a positive point of view?

And how can we make that positive interaction super, super special? How can we go above and beyond to help people have that positive experience when they've come into contact with Boss Babe? That's interesting. And I think it's a really tricky thing to do because it means having to hire those people and coordinating across all of these different people in your team. Maybe they're in a different time zone. Maybe they're in a different department and making sure that the customer sees one brand and sees one customer experience is very tricky. So do you have any tips on where to get started? Yeah. So I think really like, first of all, starting with your company culture and making sure

that everybody knows the values. So we've always been really clear with Boss Babe around mission, that we have a mission statement, we have a vision statement, and we also have values. So we have values that are really important to the brand. And everybody, as soon as they start with us, they know what the company values are. And we reference them and we talk about them. And if there are any objections or if there are any issues that might come up or, you know, if we're having a leadership meeting and there might be, OK, do we do this? Do we do this?

Or we always say, OK, well, what does that align with our mission and vision? And does it align with our values? And that very easily gives us that kind of decision on how we move forward with it. And then because you start building on that foundation, the people that you're working around start living and working by those missions and those visions and those values on a day-to-day basis when they're in your company. And then that then transitions, you know, if we're going to be talking to our customers and our clients, like what is the tone that we use? What is important? Like we have in our customer, this is part of our customer service. So if someone does reach out to us, then we want to, a value of ours is being solution based, right? So it's not just about saying, this is the answer. It's always offering a solution. And so our value

is to offer positive customer experience. So we're always looking at ourselves and going, okay, is this a good customer experience? And do you know what, sometimes there might not be, but if we're willing to learn from it and be proactive around it, which to me is one of the fundamental values of Boss Babe that we're always looking to grow and improve, then if we're doing that, and we're loyal to the customer experience, and we're always trying, like I say, bring it back to that positivity, then that is going to have a ripple effect across the company. But it does have to start with that foundation, with that first stone being thrown and allowing that ripple to kind of move across every single part of the business. That's so key. I learned a lot there. And I think that's so true. Because if you are really,

really big organization, it's so much more challenging to pull this off. So if you hire the people that believe in those same values as you do, they will represent that in their work, whether they're on live chat or in the dms or actually providing service so i think that's super super key and that comes down to as well always like not hiring necessarily on skill set but hiring an attitude richard branson always says this and this is something that i've really like it's not always easy to do because sometimes you might be in a rush to hire but it really really is key. Like you can teach a lot of things, but you can't change someone's attitude.

And if someone's attitude does not align with your values and your business, they are going to be a rotten apple in your culture. And you do not want that. And it's very important to, if we've started this talking about customer experience and customer service, but actually I think what's really amazing

is we've got down to the foundations of it. And that is your attitudes, your values, the people that you have in your organization, their values, and that is what will ultimately affect the customer experience. And if you don't get those foundations, right, you have no hope of getting your customer experience, right? That's a truth bomb right there. I love it. And on that note. And on that note. So knowing that these mini episodes are kind of like trainings, and we're hoping people take something away and implement it right away, what would be that one thing that you would love someone to quit this podcast, go to their journal

and implement? I would say if you haven't already, putting down the values of your business. So if you are an entrepreneur, whatever stage you're at, it really is crucial that you have your values written down. And we have, like I said, a company handbook that everyone gets access to when they join. So I'd say that's a really good place to start because if you haven't got that in place, like I just said, you're not going to have a hope of getting that customer experience delivery as you want it. If you have't got that in place, like I just said, you're not going to have a hope of getting that customer experience delivery as you want it. If you have already got that in place, then I would say just making sure that you set time aside to do an audit on your business and go, right, I am going to set an hour aside every week, or I'm going to spend four hours on this

Saturday auditing my customer flow. And I'm going to look, am I preempting the questions that are coming? Am I delivering my product on the values that I set myself? Like, am I living up to my own expectations? Would I be happy with this service? And I think, you know, getting those values down and then just auditing yourself on that is a really key part to move you forwards. I think that was beautiful. So what I would love you to do if you're listening to this is grab that journal,

write down the values for your company. Even if you're a one woman show, it doesn't matter. Write down those values. And I would love it if you could tag at bossbabe.inc and also tag Danielle. Danielle, can you share your handle? Yeah, just at Danielle Canty, but I would love to be tagged in these. I love any takeaways that you have or any realizations that you've had during this because it is something I'm really passionate about speaking. I think it's a really key way to grow your business and we'll do another episode on lifetime value of a client because I think that's really leads on from this episode as well. And just really understanding like the difference customer service makes customer experience makes because once you look at the acquisitions for a new client and then you actually look at them as opposed to

selling to people who've already bought from you there is a lot to be said for that and really can catapult your business so we'll definitely do another podcast on that okay yeah I would love that and if you're listening to this, let us know what else you would like us to cover on this podcast because we make these mini episodes for you. So any topic can be covered. So thank you so much for joining us today, Danielle. Thank you.

I loved it as always. Thank you for having me. If you love this episode, please subscribe, download a few other ones, and be sure to leave us a review. I want to hear what you enjoyed, what your main takeaways were, and I also really want to know which topics you'd like us to cover next. To thank you for leaving a review, we'll send you to Boss Babe 25, which includes the 25 essential resources you need for personal and professional growth. It covers everything from our favorite rituals, books, and hacks. So if you want a copy, leave us a review, screenshot your review, and email it to podcast at bossbabe.com.

We'll send you a copy over ASAP. And since we love Instagram, you can go to the hashtag The Boss Babe Podcast and ask your question on the most recent pictures that pop up. We'd love reading through all the comments and use them as inspiration for next episodes. So yeah, thank you so much for listening and I'll see you next week.