Episode 51: Dennis Moseley-Williams - How To Design A Customer Experience Like No Other

Gold Nuggets in this Episode:

• “Time is the ultimate status symbol.”
• “Clients measure value differently. What we too often call customer experience, when we’re working on customer experience, we’re actually working on customer service.”
• “Service is designed to save clients time and effort. Experience is about creating time well spent.”
• “What do the best brands in the world have in common? People don’t buy from them, they buy into them.”
• “If anyone expects to recover, you must be staging an experience. Your in-store experience has to be worth me paying a ticket to get in.”
• “Even experiences are commoditised, so you have to keep refreshing them.”
• “Experience is time well designed, and experience is memory. If there’s no memory, you didn’t have an experience.”
• “Whatever business you think you’re in - you’re not in that business.”
• “There are two types of loyalty. There’s the loyalty of fear and obligation, and there’s the other kind of loyalty which is connection and identity.”
• There’s no Q&A round today.
• “Open, honest communication is the best foundation for any relationship. But remember that at the end of the day, it’s not what you say or what you do, but how you make people feel, that matters the most.” - Tony Shay

 
Our guest is Founder of DMW Strategic Consulting, Dennis Moseley-Williams.

Dennis has been a globally sought-after motivational speaker on customer experience for over 20 years. He is the author of Serious Shift: How Experience Staging Can Save Your Practice, and he has a blog that is read by entrepreneurs and business owners globally.

Dennis is one of only two certified Experience Economy Experts in the financial services industry in the world.

Song by Adam Vitovsky / CC BY 3.0