215: (Tip) Losing Control of the Customer Experience

Adam shares tips for keeping your customer experience consistent with third parties or subcontractors. Keeping customer experience consistent in a gig economy Consistency is a key element to customer experiences that drive loyalty, but that can be tough when dealing with third parties. What happens when we hand the experience over to subcontractors, essentially giving up control? Does that mean we will lose control? The incident with United Airlines, which recently went viral, is a great example of what can happen when a company loses control of the experience. And while your customers may not be at any risk of injury, with the experience in the wrong hands, your brand may still face an emergency!  As more and more companies bring in temps, subcontractors and freelancers, the risk is very real. Are you using third parties to deliver experiences to your customers? Chances are, you will have to at some point. Will you hand the experience over with confidence, or will you lose control of it? Adam’s here to help you plan ahead, make better choices, and avoid disasters. Listen in for tips you can use today! Related Content 360Connext® post, 4 Ways to Change Organizational Perspective on Customer Experience Customers That Stick® post, Who Owns the Customer Experience? Episode 191: (Tip) Outsourcing Customer Service We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices