Creating a Memorable Customer Experience with Brittany Driscoll
Jun 05, 2024In episode 575 of the "Keep What You Earn" podcast, host Shannon is joined by Brittany Driscoll and they dive deep into the realm of outstanding customer service—a critical factor that transcends industries. The dynamic conversation between Shannon and Brittany, titled "Creating a Memorable Customer Experience," brings to light innovative strategies and personal anecdotes that any entrepreneur can leverage to elevate their business.
#### Serving Champagne in Customer Service
An intriguing idea emerged during their discussion—what if businesses took an unexpectedly luxurious approach by serving champagne to clients? This concept isn't just about the bubbly; it's a metaphor for adding a touch of unexpected luxury and personalization that can set a company apart. Whether a tax consulting firm or a massage therapy business, incorporating elements that make clients feel valued and pampered could redefine customer interactions and lead to memorable experiences.
#### The Squeeze on Hospitality
Brittany, bringing her experience from Squeeze—a massage company she founded—shares how focusing on both client and employee experiences is crucial. Her business model centers on enhancing the employee experience, which invariably enriches the customer experience. By adopting quotes from Maya Angelo and Danny Meyer that emphasize respect and humanity, and using technology thoughtfully, Squeeze manages to make customers feel deeply valued. This approach doesn’t just retain clients; it turns them into advocates for the brand.
#### Leveraging Kajabi for Seamless Operations
During the episode, Shannon introduces listeners to Kajabi, an all-in-one platform that streamlines operations across the customer journey. By integrating such technology, businesses can eliminate transactional friction, thereby freeing up space to focus on personal customer engagements. Using tools like Kajabi can help in delivering a more tailored and efficient service, aligning with the podcast’s mission of simplifying processes and enhancing user interactions.
#### A Glass Never Empty: Responsiveness in Business
Drawing an analogy to the attentive filling of a water glass at a restaurant, Shannon emphasizes the importance of responsiveness in service-focused industries. This philosophy should permeate every customer touchpoint, ensuring that client needs are promptly and efficiently addressed, which in turn, enhances satisfaction and loyalty.
#### Vision and Values: Steering the Entrepreneurial Journey
An essential part of the episode revolves around setting a clear vision and core values for one’s business. Brittany discusses how her personal attributes of optimism and tenacity have guided her entrepreneurial journey, emphasizing the importance of core values in scaling a business successfully. These values are not just internal compasses but should also resonate throughout customer interactions to ensure a cohesive and authentic experience.
#### Embracing Challenges and Encouraging Risk-Taking
Both Shannon and Brittany encourage entrepreneurs to embrace challenges and not shy away from taking calculated risks. The business landscape is continuously evolving, and being adaptable, trying new methodologies, and innovating are crucial for survival and growth. They highlight that it’s not just about being different but about being boldly innovative, illustrating this through the unique approach of integrating champagne into customer service.
#### Conclusion: The Heart of Memorable Experiences
As the episode draws to a close, the main takeaway is clear—it’s essential to go above and beyond in creating customer experiences that resonate on a personal level. Making customers feel seen, heard, and appreciated is not just good business practice; it’s a foundational element of building lasting relationships and a loyal customer base.
In a world where digital interactions are becoming the norm, returning to human-centric, empathetic service can make all the difference. As Shannon aptly states, creating a memorable customer experience is about ensuring that every interaction is as refreshing and essential as keeping a water glass full.
This insightful discussion between Shannon and Brittany not only sheds light on the power of exceptional customer service but also serves as a beacon for entrepreneurs aiming to carve out significant spaces in their respective industries.
Brittany Driscoll's journey with Squeeze is a masterclass in entrepreneurship: identify a gap, innovate to address it, and persevere through challenges with your values intact. Her story is compelling not just for potential franchisees but for anyone interested in how passion, innovation, and resilience can create a thriving business that contributes positively to the community.
For those interested in the evolving world of wellness and entrepreneurship, Squeeze’s story is a beacon of how traditional industries can be transformed with a mix of technology, thoughtful branding, and strong leadership. As Shannon aptly put it on our podcast, this isn't just about massages; it's about the experience and connection—something we all can learn from no matter our industry.
Brittany Driscoll is the co-founder and Chief Executive Officer at Squeeze, which is dedicated to creating a better massage experience and brought to you from the founders of Drybar. She also Co-Founded and leads The Feel-Good Company, a service agency set out to transform the way people experience retail by building and scaling a collective of female-founded wellness brands dedicated to bettering the mind, body, and soul for good.
Brittany spent four years running marketing for Drybar where she helped take the company from $30M to more than $100M, and prior to that Brittany spent over a decade in marketing and advertising. As a female entrepreneur, cancer survivor, and wellness advocate, Brittany has a strong passion for supporting other women in business and has become a thought-leader in her community. She believes in speaking up for what you believe in, empowering people to use their voice, and that we all have the ability to change the world for good.
Instagram: https://www.instagram.com/brit_driscoll/
Website: https://www.squeezemassage.com/
What you'll hear in this episode:
03:59 Professional woman's vulnerability inspires others to succeed.
09:08 Reflecting on past, no regrets, shaped me.
13:17 Builder turned entrepreneur after encouragement from founders.
14:44 Passionate about massage therapy, focused on employees.
18:36 Business is about making people feel valued.
20:20 Company prioritized people, consulting work was devalued.
24:40 Emphasizing values and employee responsiveness for success.
26:37 Understanding principles of hospitality transcends specific industries.
If you like this episode, check out:
Stop Trying to Scale Everything
The Steps to Selling a Business
Want to learn more so you can earn more?
Try Kajabi free for 14 days here: https://app.kajabi.com/r/zGmoZA9E/t/tsfmvbq4
Visit keepwhatyouearn.com to dive deeper on our episodes
Visit keepwhatyouearncfo.com to work with Shannon and her team
Watch this episode and more here: https://www.youtube.com/channel/UCMlIuZsrllp1Uc_MlhriLvQ
Connect with Shannon on IG: https://www.instagram.com/shannonkweinstein/
The information contained in this podcast is intended for educational purposes only and is not individual tax advice. Please consult a qualified professional before implementing anything you learn.
