69. The Essence of CX: How You Make People Feel

<p><span style="font-weight: 400;">“People will forget what you did. But they will never forget how you made them feel.” This quote from Maya Angelou embodies the heart of customer experience. </span></p> <p> </p> <p><span style="font-weight: 400;">It’s simplifying the concept to say that customer experience is how you make people feel, but I think it may not be too simple. The essence of customer experience tends to be incorrectly focused on getting customers to do something, but the underlying cause of nearly all of our actions is whether we feel seen, heard, and appreciated. </span></p> <p> </p> <p><span style="font-weight: 400;">In other words, if we feel connected, we’ll act.</span></p> <p> </p> <p><span style="font-weight: 400;">I’m</span> <a href= "https://www.linkedin.com/in/ethanbeute/"><span style= "font-weight: 400;">Ethan Beute</span></a><span style= "font-weight: 400;">, Chief Evangelist at</span> <a href= "https://bombbomb.com/"><span style= "font-weight: 400;">BombBomb</span></a><span style= "font-weight: 400;">, host of</span> <a href= "https://bombbomb.com/blog/the-customer-experience-podcast-ethan-beute/"> <span style="font-weight: 400;">The Customer Experience Podcast</span></a><span style="font-weight: 400;">, and co-host of the CX Series on the</span> <a href= "https://sweetfishmedia.com/b2b-growth/"><span style= "font-weight: 400;">B2B Growth Show</span></a><span style= "font-weight: 400;">, here today to continue the ongoing conversation of what customer experience is and how it builds relationships.</span></p> <p> </p> <p><span style="font-weight: 400;">What I talk about:</span></p> <p><span style="font-weight: 400;">- The definition of customer experience</span></p> <p><span style="font-weight: 400;">- Getting people to do something is the outcome of how they feel</span></p> <p><span style="font-weight: 400;">- Attitudes & feelings toward team members, products & services, and the problem that brought you into a relationship</span></p> <p><span style="font-weight: 400;">- The way you oper