"We bought a mattress from Lisa and it was supposed to come within a certain period of time because my wife had some guests coming and she needed a new bed for them... And they said, 'Yeah, we can get it there on time'. It didn't come on time. She called support and they said, 'Oh hang on a minute. We've reviewed the tape recordings of the conversations that you had before. And we did not promise that it would be there at that time'. They did not review the tape recordings. But I mean if you have to say you're reviewing the tape recordings, is that the customer experience you want to have?" - Roland Frasier.

In this video, Roland Frasier explains why customer experience is so important and gives valuable advice on how to improve it in your own business.

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The War Room Mastermind started as a tight-knit group of friends Roland Frasier, Ryan Deiss, Perry Belcher & Richard Lindner who'd helped each other out of financial trouble, and has grown to a group of more than 200 members from around the world. The goal of the War Room mastermind group is to annually double the business of each of its members.

🎙PULLED QUOTES from the video

"I can't tell you how many times my wife puts a thousand things in her cart, on 72 tabs in her browser and doesn't buy them and then goes back 30 days later to buy them and they're all gone because it's not a persistent cart and she just hates those people."

"We can't currently afford to have a parade with elephants and fireworks, but what might we do beyond the current best possible experience we can give them?"

"Write a three-star review of your company too. Because you know where you mess up, you know the weak points, and you know where your customers have complained. And you can look online if you have reviews, at the three-star reviews and find them if you need help. So the other part of this is how do we eliminate the things that got us to the three-star review? That's the inversion thinking applied here."

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