Kent Bullard. Find Kent’s other episodes HERE.
Key Talking Points:
- Gamification- changing behavior, designing an experience
- How do you engage people with game theory?
- Focus on process orientation than goal orientation- not outcome focused, be action focused
- Customer’s want to come back again
- The Big E’s
- Environment: Physical triggers for customers and employees- is it distracting them or focusing? Putting mirror by phone so service advisors smile when they answer the phone
- Engagement: What, how, when, do they interact with each other?
- Instruction- walk in door, reward is smell of cookies
- Rules of play- “restrictions” calling customer back by certain time determined by shop and try to beat that time
- Effect: What are possible outcomes during experience?
- Illusion of choice- simplify set of outcomes that you can control
- Design experience- three service advisors, two on phone, one has green light on desk and is waiting to help customer
- Emershion: How do I continue to convince customers to keep coming back?
- Marketing and advertising- emails or phone calls as touch point
- Easy and positive experience equals customers wanting to come back
- Evolution: Adding new things to your process, always be evolving, constant and consistent growth. People get bored easily
- DVI in shop
- Experimentation- Customers using rules and restrictions to create difference experience
- Be aware and flexible- have limitations or expiration on promotional discounts
- Enjoyment and Events
- Expected to pay certain amount and ends up paying less
- End game: what ways do we continue to engage customers?
- Mentor-ship, rewards points, events, involve customers with community
- Thanks to Kent Bullard for his contribution to the aftermarket’s premier podcast.
- Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
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