044: How to Create Raving Fans – Secrets of a Legendary Customer Experience with Scott Porter
“Our company mission is to help people experience the joy of food” – Scott Porter
What comes to mind when you think about customer experience? Do you think about United Airlines and the infamous passenger escort? Do you remember that restaurant server who rolled her eyes when you said gluten-free? Or do you think about that grocery store clerk who remembered your first name and asked if your child was feeling better?
We all know what it feels like to have an incredible customer experience. We evangelize, we promote, and we rave about those companies. The same is true of horrible experiences. Happy customers spend 140% more than unhappy customers yet, too often, founders obsess over profit margins or process flows and then wonder why they are struggling to grow, or much less, survive. My guest this week is Scott Porter, founder of San Diablo Artisan Churro’s. Scott has a unique perspective when it comes to customer experience. In fact, Scott rescued a nursing home from bankruptcy by improving the patient experience. It might be fair to say that Scott worries more about his customers than his own business. On the other hand, that’s probably why his business is booming!
ON THIS EPISODE WE DISCUSS:
- Marketing a super niche business model
- Company growth through customer reviews
- What defines a great customer experience?
- How to measure your customer happiness/satisfaction
- Defining and measuring your brand: what 3 words define you?
- How Scott rescued a bankrupt nursing home with world-class service
- Strategies to engage your team in building a better customer experience
- How San Diablo defines their customers experience:
- D – Dedication
- I – Interaction not Transaction
- A – Attention to Detail
- B – Brighten Through “Deep Fried Happiness
- L – Legacy
- O – Opportunity to WOW
MEET SCOTT PORTER
Scott Porter is a seasoned executive with many startups under his belt. He is currently the founder of San Diablo Artisan Churros, the first high-end churro company in Utah. He was a co-founder of Surf Air, where he was responsible for overall marketing and member experience strategy and implementation for the disruptive innovator, all-you-can-fly airline.
As an entrepreneur, leader and executive advisor, Scott draws upon his diverse professional background in management consulting (Corporate Executive Board, General Assembly, InsideOut Development), public relations, senior healthcare management (Ensign Group, Aspen Healthcare), toy/game industry (Reverse Charades), customer/brand experience, aviation (Surf Air).
He holds a B.A. in public relations and an M.B.A. in international business, marketing and entrepreneurship both from BYU as well as an M.A. in Spanish from California State University-Sacramento. Born in Arizona, Scott was raised in Canada, is from Las Vegas and has lived and worked in Guatemala, Costa Rica, Peru and Mexico. Scott currently lives in Lehi, goes crazy over his eight niblings and in a self-proclaimed taco geek (@searchfortheperfecttaco).