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How to Remove Customer Friction to Improve Profits – Podcast Episode 52
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Episode Description
In this edition of the Memory Makers Podcast, hosts Danny Gruening and Russ Van Natta share how to remove customer friction to improve profits through the lens of Fans First, a book written by Jesse Cole, the founder of the Savannah Bananas. Danny and Russ explore the importance of eliminating customer friction and creating unforgettable experiences, drawing lessons from the Savannah Bananas’ unique approach to fan engagement. They discuss practical tips for improving guest experiences, such as role-playing customer journeys, gathering real-time feedback, and fostering creativity through constraints.
Key Takeaways
- Eliminate Friction: Identify and remove obstacles in the customer journey to ensure smooth experiences.
- Role-Playing for Empathy: Take the approach as if YOU are the customer. Learn to understand the customers’ perspectives through role-playing will help improve service.
- Creativity from Constraints: Use limitations to inspire innovative solutions and outthink competitors.
- Value Experimentation: Embrace a mindset of continuous improvement through experimentation and learning.
Additional Resources
“Packed with behind-the-peel stories, hard-earned lessons, and a few other surprises, Fans First teaches you how to stand out in your marketplace, drive explosive growth, and inspire fanatical loyalty.”
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