Put A Date On Hold

Transform your customer experience and 2.4X your business' value


What if you could increase your business' value by 2.4X just by focusing on one of the six Loyalty Loop drivers?

Would you do it?

A couple of weeks ago, I had to call my cell phone provider to inquire about my bill.

I braced myself for an infuriating hour. Navigating phone trees, listening to light jazz, and wondering how many times the customer service team would transfer me from one rep to another. (Wanna bet how many times the customer service team would put me on "a brief" hold? Three? Six? Twelve?)

I anxiously hit the green call button on my iPhone and sat down, preparing for a long call.

Ring. Ring. Ring. "Hey Andrew...," the voice on the other end said.

Had I misdialed?
Where's that hold music?
Maybe I accidentally called a friend?

Nope. I'd reached a person. A real, live person!

I hung up the phone twelve minutes later. The number of times she placed me on hold? Zero. Times transferred? Zero. Minutes of light jazz? Zilch.

As I went back to work, I wondered: how DO they do it?

So, I started researching how my cell phone provider structures its customer experience and its impact on the bottom line.

Spoiler alert: my cell phone carrier is 2.4X more valuable than the nearest competitor.

What Loyalty Loop driver do they use? What company delivers such a stellar experience?

That's what we're breaking down (while I clean the toilet) on this week's Loyalty Loop.


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