Create Raving Fans – Secrets Of A Legendary Customer Experience With Scott Porter
“Our company mission is to help people experience the joy of food”
– Scott Porter
What comes to mind when you think about customer experience? Do you think about United Airlines and the infamous passenger escort? Do you remember that restaurant server who rolled her eyes when you said gluten-free? Or do you think about that grocery store clerk who remembered your first name and asked if your child was feeling better?
We all know what it feels like to have an incredible customer experience. We evangelize, we promote, and we rave about those companies. The same is true of horrible experiences. Happy customers spend 140% more than unhappy customers yet, too often, founders obsess over profit margins or process flows and then wonder why they are struggling to grow, or much less, survive. My guest this week is Scott Porter, founder of San Diablo Artisan Churro’s. Scott has a unique perspective when it comes to customer experience. In fact, Scott rescued a nursing home from bankruptcy by improving the patient experience. It might be fair to say that Scott worries more about his customers than his own business. On the other hand, that’s probably why his business is booming!
In this episode we discuss:
- Marketing a super niche business model
- Company growth through customer reviews
- What defines a great customer experience?
- How to measure your customer happiness/satisfaction
- Defining and measuring your brand: what 3 words define you?
- How Scott rescued a bankrupt nursing home with world-class service
- Strategies to engage your team in building a better customer experience
- How San Diablo defines their customers experience:
- D – Dedication
- I – Interaction not Transaction
- A – Attention to Detail
- B – Brighten Through “Deep Fried Happiness
- L – Legacy
- O – Opportunity to WOW
About Host - Brad Harker
Brad Harker is an author, speaker, influence expert, podcast host, professor, and consultant with a robust entrepreneurial background that includes the creation of several companies and more than a quarter-billion dollars in sales. His book, The Laws of Influence, has been recognized by a number of resources, including Forbes, as an essential resource for entrepreneurs, sales leaders and influencers. www.bradharker.com
Scott Porter
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