In this episode of the Thoughtful Entrepreneur, your host Josh Elledge speaks with the CEO of Motiv, David Ewing. David  introduced the philosophy of Motiv, a company that provides businesses with the tools, technology, and processes to create exceptional customer experiences. The goal is to acquire customers and retain them, maximizing their lifetime value and generating positive word-of-mouth. David cited examples of unintuitive and frustrating interactions, suggesting that some companies might intentionally create a bad experience to discourage customers. He defined customer experience as the journey a customer goes through, from first hearing about a company to eventually ending their relationship. David emphasized the significance of 'moments that matter' - positive or negative experiences that shape a customer's attitude and behavior towards a brand. He shared a personal example of a joyous moment that mattered to him when an airline delay allowed him to meet an author he admired. He also mentioned a heartwarming story of a company sending flowers to a customer whose dog had passed away, creating a lasting impression. These moments, he stressed, are crucial in building long-term customer loyalty. David also highlighted the significance of having difficult conversations with customers, as it allows them to feel heard and often leads to more business. David G encourages entrepreneurs to pick up the phone and address any issues directly with customers, as it is unlikely that customers will switch to the competition just because their concerns are brought to light.

Key Points from the Episode:

• Importance of customer experience in business
• Motiv's goal of providing tools and processes for exceptional customer experiences
• Acquiring and retaining customers for maximum lifetime value and positive word-of-mouth
• Small and medium-sized businesses struggling with user experience
• Intentional creation of bad experiences by some companies
• Definition of customer experience as the entire customer journey
• Significance of moments that matter in shaping customer attitudes and behavior
• Gathering feedback from customers and being open to criticism
• Having difficult conversations with customers to address issues

About David Ewing:

David Ewing's career is a rich tapestry of roles that showcase his adaptability and leadership in various sectors. His tenure as the CEO of Motiv, starting February 2001, stands out as a period where he steered the company with a visionary approach. Before this, David honed his business development and strategic planning skills as the Director of Business Development at Appareon from June 2000 to February 2001. Here, he was instrumental in shaping the company's growth strategies. One of David's earlier notable positions was as the Director of the Continuous Improvement Team at NSS Technologies, where he worked from June 1994 to August 1997. David led efforts to enhance machine efficiency, increase throughput, and implement cost-reduction strategies in this capacity. His leadership in this role was pivotal in improving the company's operational processes and overall performance. David has demonstrated a remarkable ability to adapt to different roles and industries throughout his career. His journey reflects a depth of experience in leading companies and fostering growth, implementing strategic initiatives, and driving continuous improvement. David's professional story is consistent growth, learning, and adaptation, making him a valuable asset in any business context.

About Motiv:

Motiv is a company centered on the principle that great achievements originate from individuals with the courage to advocate for change. Specializing in enhancing customer experiences, Motiv primarily serves clients eager to take strategic risks to improve customer interactions, viewing these improvements as valuable investments. Motiv’s expertise lies in implementing products from the Oracle Customer Experience suite. When clients engage Motiv, they entrust the company as a catalyst for positive change, helping them achieve their goals. This responsibility is seen by Motiv as a 'sacred challenge', committing to being a proactive force for each client. The company culture at Motiv emphasizes individual responsibility and collective commitment. Every team member at Motiv adopts the mantra, "I am Motiv," signifying a personal dedication to driving change and improving the world, one customer experience at a time.

Tweetable Moments:

12:21 - "There is absolutely no substitute for having that difficult conversation with a customer because the catharsis of them just knowing that they've been heard almost always results in more business."

Links Mentioned in this Episode:

Want to learn more? Check out Motiv website at https://www.motivcx.com/home.html Check out Motiv on LinkedIn at https://www.linkedin.com/company/motivcx/ Check out David Ewing on LinkedIn at https://www.linkedin.com/in/davidgewing/ Check out David Ewing on Twitter at https://twitter.com/davidewingCX Don’t forget to subscribe to The Thoughtful Entrepreneur and thank you for listening. Tune in next time!

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