In this episode of CX Impact Exchange, host Brent Williams examines the essential role of language in shaping customer experiences. The central discussion revolves around the concept of 'trigger words,' phrases that evoke strong emotional responses, which he believes can significantly impact the customer journey. Through the exploration of real-life examples and practical applications, Brent showcases how effectively using these trigger words can turn even negative situations into positive customer experiences. He also discusses the challenges of using these words authentically and consistently, offering useful tips to overcome these issues. Lastly, the episode features some valuable resources: recommended books on the psychology of language and information on personalized coaching sessions offered by Brent himself, aiming at mastering the art of customer interactions. The episode underscores the power of words in customer experience, emphasizing empathy, understanding, and proactive problem-solving.
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21 mins