Tyler Pigott, a seasoned expert in marketing strategy and brand development, is the Founder and CEO of Lone Fir Creative.

With a passion for helping businesses excel in the digital landscape, Tyler has built his career on understanding the intricacies of customer experience, from the initial stages of brand awareness to post-purchase satisfaction.

Tyler has a keen understanding of the interconnected nature of sales, marketing, and customer success, and emphasizes the pivotal role of customer experience in uncovering challenges across various business facets. 

His wealth of experience enables him to guide clients through the complexities of the customer journey, from initial contact to post-purchase support, shedding light on critical touchpoints that influence brand perception and customer satisfaction.

Tyler's philosophy revolves around the continuous pursuit of improvement, prompting organizations to ask hard questions about where they might fall short. He advocates for a holistic approach, addressing areas such as people, culture, product, and process. 

Through his candid and engaging discussion with me today, Tyler encourages businesses to embrace self-reflection and humor in the pursuit of enhancing their overall customer experience.

Key Takeaways

1. Holistic Customer Experience: Tyler emphasizes the integral role of customer success in uncovering challenges across the entire customer journey, emphasizing that it's not just about the product but the comprehensive customer experience. 

2. Identifying Friction Points: Tyler suggests that challenges often emerge at the entry points of different stages—pre-purchase, purchase, and post-purchase. Miscommunication and unmet expectations can lead to breakdowns, and he stresses the importance of setting clear expectations to enhance the overall customer experience.

3. Continuous Self-Reflection: Tyler encourages businesses to engage in self-reflection regularly, categorizing areas of improvement into people, culture, product, and process. 

4. Managing Expectations: The critical need for managing and setting clear expectations, particularly in an era where customer expectations are shaped by industry giants like Amazon. 

Timestamps

[00:04:25] The role of customer success, customer service, and support in uncovering challenges within a brand. 

[00:10:00] The continuum of the customer journey. The challenges and potential issues faced by customers from recognizing a need, making a purchase, implementing a solution, to post-sales support. 

[00:14:50] Tyler discusses the entry points of friction in the customer journey, emphasizing challenges at the pre-purchase phase, the purchase stage, and post-purchase. 

[00:18:50] The crucial role of customer success in uncovering challenges across the entire customer journey, emphasizing that it's not just about the product but the comprehensive customer experience.

[00:20:45] Tyler introduces the concept of the customer experience as a circle, emphasizing friction points at the beginning of each stage

[00:23:29] The importance of managing expectations and setting clear guidelines to avoid customer dissatisfaction. 

[00:26:55] Tyler proposes a reflective exercise for organizations—asking the hard question, "Where do we suck?" He categorizes areas of improvement into people, culture, product, and process, encouraging businesses to engage in continuous self-reflection.

Quotes

1. "It's not just the product. It's really the whole customer experience that gets uncovered with that customer success person."

2. "Sales are great because you identify those initial reasons why someone's coming to you. Customer success is more about retention, but you learn a ton from both."

3. "Friction points usually happen at the beginning of each stage."

Website

LinkedIn - https://www.linkedin.com/in/tylerpigott/ 

Website - https://www.lonefircreative.com/ 

Twitter - https://twitter.com/tylerpigott