Podcast ¦ Next In Queue: Donuts are Deceptively Hard featuring Beth Karawan

Key Takeaways

1. The pursuit of rapid, dramatic changes in customer experience can distract leaders from foundational operational tasks that are crucial for restaurant success.

2. A strong personal connection to a brand can drive customer loyalty, as evidenced by Beth’s experience with her donut business.

3. Online takeout orders could be beneficial in increasing revenue for restaurants, highlighting the importance of adapting to consumer behaviour.

4. The importance of employee behaviour in shaping customer experience is critical; positive employee engagement directly influences customer perception.

5. Women in customer experience (CX) often receive less recognition than their male counterparts, despite their significant contributions to the field.

6. Measurement in CX must focus on customer-relevant metrics rather than solely on shareholder-driven outcomes to drive genuine improvements.

7. Customer experience improvement is not an overnight process and requires sustained effort to change human behaviour.

8. NPS (Net Promoter Score) can be used ineffectively in transactional contexts, leading to misleading conclusions about customer satisfaction.

9. The commoditisation of products and services can shift the focus away from meaningful customer experiences to purely cost-driven decisions.

10. Organisations need to create environments that foster trust, empathy, and active listening to enhance customer experiences.

11. The rise of white-label products indicates a potential decline in emphasis on customer experience as consumers prioritise lower prices.

12. Small businesses can successfully leverage unique offerings and personal connections to create memorable customer experiences that resonate with consumers.

Key Statistics

• Women make up anywhere between 25% to 52% of recognised professionals on industry lists, indicating a disparity in representation.

• The data shows that improving customer experience correlates with increased revenue, suggesting a direct relationship between the two.

Key Discussion Points

1. The challenge of making donuts as a metaphor for the complexities of customer experience management.

2. The balance between being operationally excellent and pursuing visionary changes in the restaurant industry.

3. The role of social media and community connection in promoting products, illustrated by Beth’s donut-making experience.

4. The tension between seeking quick financial returns and investing in long-term customer experience strategies.

5. The need for genuine human connection in customer interactions, regardless of organisational size.

6. The propensity for companies to prioritise transactional metrics over meaningful customer-focused evaluations.

7. The cultural implications of gender dynamics in CX recognition and leadership.

8. The fundamental need for human-centred design in creating effective customer experiences.

9. The challenges posed by automation and technology in maintaining customer relationships.

10. Strategies for addressing behavioural change within organisational cultures to enhance CX.

11. How companies can better target their measurement strategies to reflect genuine customer feedback.

12. The impact of community-driven conversations and word-of-mouth referrals in building brand loyalty.

Podcast Description

This episode of the podcast delves into the intricate relationship between customer experience and operational excellence through the lens of Beth Carrowan’s donut-making adventure. Exploring themes such as the representation of women in CX, the complexities of behavioural change, and the significance of meaningful customer interactions, the discussion highlights practical insights on improving customer engagement. Join host Rob Dwyer and guest Beth as they navigate the challenges of customer experience, emphasising the value of human connection and the importance of strategic measurement in driving authentic improvements in service delivery.