Amazing Business Radio: Michael Houlihan and Bonnie Harvey

Customer Service and Community Support
How to Use Customer Experience as a Brand Identity
Shep Hyken interviews Michael Houlihan and Bonnie Harvey, founders of Barefoot Wine. They discuss how Michael and Bonnie built a successful wine business from the ground up by focusing on customer service and experience.
Top Takeaways:
Creating a good customer experience requires doing research. Learn about your customers and their expectations, then build your CX to meet those expectations.
To find out what your customers want, ask them! Incorporate conversations with customers into your business and CX model. Ask people who may not usually get asked. There are many untapped sources of valuable information that will help you succeed.
Know who your customers are, and once you do, you will be able to better market to them personally. Personalization will help your product sell.
Don’t confine yourself to your industry alone. Mine information from other industries. This will help you come