Customer Experience Foundations
About the Course
Customer experience isn't just a buzzword—it’s the foundation of success in funeral service. In this video, Nicki Wiedeman introduces the concept of customer experience (CX) and explains why it’s more than just customer service. From the first phone call to every interaction that follows, CX shapes how families feel and influences their decisions. Learn how to shift from a transactional mindset to a relational one, personalize every touchpoint, and create meaningful experiences that set your business apart. Plus, get a sneak peek at the Six Pillars of Customer Experience.
Key Takeaways
Customer Experience vs. Customer Service – Customer service is transactional; customer experience is relational and personalized.
The Power of the First Call – A great experience starts on the phone; if you miss this step, you may never get the opportunity to serve a family.
Every Touchpoint Matters – From call transfers to in-person interactions, consistency is key to a seamless experience.
Internal Culture Reflects Outward – A toxic workplace can't deliver exceptional service. Internal alignment is crucial.
Hyper-Personalization is Key – Using names and engaging in real conversations builds trust and connection.
The Risk of Staying Transactional – If you don’t focus on experience, competitors (even non-traditional ones) will.
Embrace Technology for CX – Use available tools not just for logistics but to enhance customer relationships.
More Modules by Nicki
About the CXpert
Nicki Wiedeman, CSE
Nicki answered her first customer service call in 1989 for a bank in Cincinnati, Ohio, and has since cultivated a 30-year career in improving the customer experience. She’s on a mission to remedy the subpar service customers receive when calling businesses. She is a skilled strategy and meeting facilitator. Her forte is in SWOT Analysis and Kaizen principles. She rolls up her sleeves and creates custom, interactive training solutions for firms in all industries.