Hey Community & CX expertsÂ
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I am thrilled to be introducingÂ
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Watch his video on the topic of his new book, âIgnore your customers (and they will go away)â  
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Customer experience is the new marketing. 93% customers say they make decisions in full or part based on word of mouth recommendations, or as Micah puts in word of thumb.
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From sharing a glimpse into the world of Don Draper, a fascinating conversation between an Amazon agent, Thor and a customer, Odin, and a heartwarming incident on the Seabourne Cruise Line, Micah takes us through his 5 principles for creating exceptional customer experiences -
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1. Todayâs customers are the enemies of stupidÂ
2. Beware of the cliff of dissatisfaction - Perceived timeliness is what matters i.e you are able to match the consumers scheduling expectations.Â
3. Todayâs customers prefer an eye level, peer-on-peer style of service
4. Aim to create moments of everyday WOWÂ - This brings more value to a conversation. A WOWÂ of recognition can make all the difference.
5. Todayâs customers value the chance of collecting social currency - Brands that make it easy for customers to collect and then share experiences will succeed.Â
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Looking forward to seeing you in the comments section to continue the conversation...