profile

CX Passport

It’s Not Your Customer’s Job to Remember You

Published 4 months ago • 1 min read

They don’t go because they’re mad. They go because...

Hi!

Customers have busy lives. Don’t be lulled into thinking they care.

​

They don't

​

They’re not thinking about you as much as you think they are. If you’re not actively staying on their radar, they’re gone

​

This week’s CX Passport guest, Vance Morris, puts it simply:

“It’s not your customer's job to remember you. It’s your job to remind your customers that you exist.”

It’s a twist on the classic adage that companies focus on the new rather than existing customer.

The twist is that often brands make that mistake AND still assume the customers will hang around. It’s not about hanging around…customers will simply forget about you.

​

And then?...the reality is, most customers don’t leave because they’re unhappy.

​

They leave because they feel forgotten

​

Ok, Vance. I don’t want to be that way. How can I stay top of mind? Hit them with a bunch of sales pitches? Bury their inbox?

​

Nope. Vance does this by:

“Creating experiences out of the mundane.”

It’s not something just for the big brands like Disney (something Vance knows a TON about). Even Vance’s carpet cleaning business does this.

​

It’s not about expensive perks or grand gestures. It’s about taking everyday interactions and making them just a little more memorable.

​

Answering the phone? Make it fun. Sending a bill? Add a personal touch. Fixing a mistake? Do it with such care that the customer actually feels valued.

​

Your Turn…

How are you reminding your customers that you exist? How has a brand reminded YOU about them in a way that you really loved?

​
Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

​

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

​

What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208

Bring CX Passport Live to Your Event!

Excite your attendees, celebrate high value customers, increase conversion, create revenue

Hello?…Is it me you’re looking for?

Let's talk. Sometimes the only way to know if we're the right traveling party is to talk. Grab a time that works for you.

5717 Legacy Drive, Suite 250, Plano, TX 75024
​Unsubscribe · Preferences​

CX Passport

​​​A better use of 10 minutes than Googling ‘how to improve customer retention’​​

Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)

Read more from CX Passport

Don't Waste The Map Hi Reader It’s easy to fall in love with the artifacts of customer experience. The journey maps. The personas. The beautiful decks. But if those don’t lead to action? They’re just decoration. “The worst thing anyone can do is show up out of nowhere and say, here's a journey map. What are we going to do about it?” In this episode of CX Passport, Dave Seaton reminds us that customer experience work isn’t about insights... it’s about outcomes. And for those outcomes to...

1 day ago • 1 min read

You’ll feel it when it’s missing Hi there, I drive a 2001 Silverado pickup. Yup...that's right. It's older than my kids and only 6 months younger than my marriage. 25 years and going strong! A few years ago, before I finally replaced the shocks, every bump in the road rattled my spine. Every pothole felt personal. That’s exactly how it feels working in a company without a strong culture. “Culture… is the shock absorber for really difficult times that push people through their limits” - Eric...

15 days ago • 1 min read

Coaching just got a whole lot more scalable Hi there, We all say coaching matters. But most contact centers only review 1–3% of calls. Not because they don’t want to do more—but because they can’t. Fred Stacey sees a way forward. And yes, it involves AI. “Typically, you're at a one to 15 ratio, where one supervisor to 15 [agents]… The first thing that [AI] does is it scales it to 100%.” On CX Passport, Fred talks about AI not as a buzzword—but as a tool that can finally help CX leaders do the...

about 1 month ago • 1 min read