Kent Bullard. Find Kent's other episodes HERE.

Key Talking Points:

• Gamification- changing behavior, designing an experienceHow do you engage people with game theory?
• Focus on process orientation than goal orientation- not outcome focused, be action focused
• Customer’s want to come back again
• The Big E’sEnvironment: Physical triggers for customers and employees- is it distracting them or focusing? Putting mirror by phone so service advisors smile when they answer the phone  
• Engagement: What, how, when, do they interact with each other? Instruction- walk in door, reward is smell of cookies  
• Rules of play- “restrictions” calling customer back by certain time determined by shop and try to beat that time   
• Effect: What are possible outcomes during experience? Illusion of choice- simplify set of outcomes that you can control 
• Design experience- three service advisors, two on phone, one has green light on desk and is waiting to help customer 
• Emershion: How do I continue to convince customers to keep coming back?  Marketing and advertising- emails or phone calls as touch point
• Easy and positive experience equals customers wanting to come back 
• Evolution: Adding new things to your process, always be evolving, constant and consistent growth. People get bored easily   DVI in shop
• Experimentation- Customers using rules and restrictions to create difference experience  Be aware and flexible- have limitations or expiration on promotional discounts
• Enjoyment and EventsExpected to pay certain amount and ends up paying less  
• End game: what ways do we continue to engage customers? Mentor-ship, rewards points, events, involve customers with community

Resources:

• Thanks to Kent Bullard for his contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
• Love what we do, buy a cup of coffee HERE.

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