Arjun Sen, How to Win Big by Going Beyond Customer Satisfaction – InnovaBuzz 442
Arjun Sen, ZenMango
In this episode, I’m really excited to have as my guest, Arjun Sen, a former Fortune 500 executive, an acclaimed Brand Zen™ and one of the top growth drivers in the Brand and Customer Experience space. At Papa John’s, he led the 3,000-restaurant chain to 4-years of record growth. He is a celebrated author of the book, “Customer Karma”, and a highly sought-after international keynote speaker. His groundbreaking podcast series, “Secrets to Win Big®” has a rapidly growing global following.
In our discussion, Arjun talked to me about:
- How we can Wow customers – it’s about focusing on their feelings
- Learning from being a customer in your own business
- The key roles of a CEO in any business
Kerry Heaps in episode 314 introduced us to Arjun.
Listen to the podcast to find out more.
Listen to the PodcastWe are all in a feeling business. We all need to BE human, THINK human, FEEL human, and ACT human. @ZenMango on #InnovaBuzz podcast Click To Tweet
Show Notes from this episode with Arjun Sen of ZenMango
Key points and takeaways from this episode include:
- You can win big by focusing on one customer at a time.
- You can win big by going beyond simply satisfying your customers.
- Customers are OK with getting what they paid for, but it doesn’t mean that they will be loyal to your brand and your business forever.
- Delivering an exceptional experience is not a checklist. A checklist does not touch the heart,
- Wow every customer, every time. Get every customer to that OMG moment, every time.
- We are all human beings and the one thing that connects each one of us is our feelings. We all tend to move towards feelings that make us feel good and walk away from feelings that we don’t like.
- Long-term relationships happen when you wow customers in the short term.
- The most important thing to remember when wowing your customers is that they are human beings. They have feelings.
- We are all in a feeling business. We all need to BE human, THINK human, FEEL human, and ACT human.
- Putting yourself in the other person’s shoes is really important. In order to understand what your customers need and how they think feel, you have to put yourself in their situation.
- You have higher chance of putting a smile on customer’s face when you are able to put yourself into their shoes. It’s all about listening and observing.
- Be a customer of your own business.
- Knowing what you want in your life changes a lot of your actions.
- Every department should have a clear picture of customers leaving with a smile. It should be the only goal of every department.
- There are 3 roles in every company:
- Marketing – making promises to get customers in
- Operations – fulfilling that promise,
- Everyone else assists the operations to fulfill these promises.
- Marketing is not branding. Branding is when operations fulfill the promise.
- The experience that customers get define whether they are coming back or recommending you.
- Regardless of how big your company grows, you still have to serve one customer at a time. That part of the business never changes.
- As you start to develop new ideas and new experiences, it is very important to make sure that even the least paid person in the whole organisation is delivering that experience.
- The four key roles of a CEO:
- Clarity on the goal and helping every team member to connect to that goal
- Bring values
- Bring resources
- Be the cheerleader
- Empower your people to pause, smile, and be present. Create a culture of empowering people where they feel that it is their company.
- When we stop trusting people, they start to not trust themselves anymore. They won’t go above and beyond.
- Organisations need to focus on three things in order to consistently wow customers:
- What are the common standard that every person must get?
- Have a list of common opportunity areas. Preparing people for these common moments is key.
- Be present in the unknowns. Listen and be present, knowing that even under the most difficult circumstances, a customer can leave as a die hard fan of yours if you show them that you care and empathise with them.
- Acknowledge how your customers feel. Say you’re sorry it happened. Don’t jump straightaway asking what you can do.
- Customers will be forgiving especially when they know you are providing an exceptional experience in between a few slack. They will give you a chance to recover and come back.
- Customers want to give you feedback. Creating an opportunity for customers to share is very important.
- Surveys are not really a good way to get feedback. It’s not a customer’s job to fill a survey. It is like letting them work extra hard after a bad experience.
- Create the right opportunity for customers to talk. It’s all about building a relationship with them.
- In every experience, every customer sits in front of us and is making a decision about the future at the back of their minds. You have the home court advantage every time, so think about what you can do in that experience to make a meaningful connection.
- Creating opportunities to get feedback during the experience is priceless, because if something goes wrong, you can fix it right there and then.
The Buzz – Our Innovation Round
Here are Arjun’s answers to the questions of our innovation round. Listen to the conversation to get the full scoop.
- #1 thing to be more innovative – Be dissatisfied with perfection. Always look at what you can do better. Innovation comes from the inside, not outside. It is an internal spirit. Have a “what more can I do?” mindset.
- Best thing for new ideas – Look beyond. See what others don’t. Ideas don’t need to be invented. They need to be discovered. Ideas already exist. Put yourself in that mindset of seeing what others have not.
- Favourite tool for innovation – Having meaningful conversations – talking to people, listening, and asking questions.
- Keep project/client on track – Listen, be present, and show them that you care.
- Differentiate – Be yourself. The world doesn’t need another marketing or branding solution. The world needs you to be YOU. Celebrate your uniqueness and be excited about it.
To Be a Leader
Be present. Live life with no regrets. You did the best you could yesterday and even the best can get better. Being present allows you to reflect on yesterday to be better, so stop spending time trying to change yesterday. Just be present, enjoy, live life with no regrets, and be better even tomorrow, because only the best invests in getting better.
You can reach out and thank Arjun through their website.
Arjun suggested we have a conversation with the CEO of ScaleX.ai and Co-Founder of Living A Better Story, Chad Burmeister. So Chad, keep an eye on your inbox for an invitation from us to the InnovaBuzz Podcast, courtesy of Arjun Sen.
- Customer Karma: Why Stop at a One-Night Stand, When You Can Have a Lifetime Relationship with Your Customers?
Cool things about Arjun
- He got his B Tech. degree in Aeronautical Engineering from IIT Kharagpur, India and his MBA from Brigham Young University, Provo, Utah, USA.
- He is an Executive Leader at the C-Suite Network and President of the Restaurant Marketing Group.
- Blaine Hurst, Former President and CEO of Panera Bread, call him, “One of the most ‘marketing-Intelligent’ minds in the business today.”