Part 1 of 6 – Creating an Exceptional Customer Experience with BACON!
- Marty Jalove
- May 27
- 6 min read
Have you ever walked into a business and felt like you were the center of their universe? Or maybe, walked out wishing they'd treated you just a bit better? This week’s episode of Bacon Bits with Master Happiness dove into the concept of the customer experience and why it’s the secret key to business success. Hosted by the always-enthusiastic Marty Jalove and his returning guest, Joe Janicki from Brightway Insurance, this conversation revealed how businesses can turn ordinary customer interactions into extraordinary moments customers will rave about.
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If you’ve been wondering how to elevate your business game and leave a lasting, positive impression on your clients, keep reading for highlights from the show. Even better, be sure to tune in to Bacon Bits with Master Happiness for the full conversation and all the stories Marty and Joe couldn’t quite fit into this summary.
This episode marks the first in a six-part series all about customer experience. Spoiler alert: it’s not just customer service.
What Defines the Customer Experience?
Customer experience, as Joe explained, encompasses everything from the moment a customer engages with a company to the second they leave (and even beyond). It’s the entire journey a business creates for its clientele. While many businesses focus on perfecting their customer service, this episode highlighted that service is just one slice of the customer-experience pie.
Marty and Joe shared firsthand examples of how businesses succeed or stumble in delivering a seamless, positive experience. From restaurants to hardware stores, they examined how every touchpoint matters, from a friendly greeting at the door to thoughtful follow-ups after the sale.
Why is this so important in today’s market? Marty pointed out that customers have endless options. They’ll not only take their business elsewhere if you fail to impress them but also share bad experiences 20 times more often than good ones. The solution? Create “WOW” moments that leave customers so delighted they can’t help but spread the word.
The BACON of Customer Interaction
Inspired by Marty’s favorite acronym, the BACON approach provides a structured way for businesses to reinvent their customer experience strategy. Here’s what they mean by BACON and how it applies to delighting customers:
B - Build Relationships: A great customer experience begins with relationships. Joe stressed, “Be genuinely interested.” That means asking the right questions, paying attention to their needs, and listening intently. This isn’t just true for hands-on industries like restaurants or retail. Even digital interactions should feel personal.
Joe shared an anecdote about Cooper’s Hawk Winery & Restaurant, where employees make customers feel like regulars, even when they're not. “They know your name, they greet you warmly, and the General Manager stops by your table. That creates unmatched loyalty,” he said.
A - Anticipate Needs: Don’t wait for customers to tell you what’s wrong or what they need. Businesses that stand out anticipate needs at every step. Marty relayed examples like online suggestions from Amazon or bartenders refilling drinks without asking. Simple, proactive actions lead to unforgettable interactions.
“Your customers should never have to ask ‘Where’s the ketchup?’” Marty joked, critiquing a restaurant experience he had earlier that same day.
C - Craft Personalized Moments: Ever received a birthday card from your favorite shop or an unexpected ‘thank you’ gift? These small, personalized touches go a long way. However, Marty warned, “The only thing worse than not starting this kind of outreach is starting and stopping. Consistency matters!”
On the flip side, random acts of kindness, like sending a small thoughtful gift, can leave a massive impact without creating unrealistic future expectations.
O - Operational Excellence: Marty hammered home a big point. “Good intentions aren’t enough. Everything, from the quality of service to the cleanliness of your store, reflects on your business.”
Operational excellence isn’t just about avoiding mistakes. It’s about ensuring consistent, reliable performance, even if part of your service is automated, like kiosks at fast-food restaurants. “If you’re going to cut corners somewhere, don’t cut operational standards,” Joe added.
N - Nourish Emotional Connection: Customers are more than transactions. A plumber fixing a water leak is solving more than just a plumbing issue; they're relieving a homeowner’s stress. Businesses should go beyond technical fixes and engage customers emotionally.
Joe highlighted how critical this is in high-stakes situations, like insurance claims or fires. “Imagine calling your agent during a crisis and feeling truly reassured because they’re calm, empathetic, and confident.” Customers remember how your business makes them feel far longer than they’ll remember what you sold them.
Examples of Customer Experience Success (and Failures)
Throughout the episode, Marty and Joe shared examples that brought the discussion to life.
Success Stories
Cooper’s Hawk Winery & Restaurant: Joe raved about the consistently high-level customer experience at Cooper’s Hawk, not just at his local location but across the country. “It doesn’t matter if I’m in Florida or Kansas City. I know exactly what to expect, and it’s always good," he shared.
Amazon’s Thoughtful Online Experience: Marty praised Amazon’s ability to anticipate needs, like recommending complementary products or reordering options based on previous purchases.
Binny’s Beverage Depot: Marty highlighted Binny’s for making every shopping trip memorable. Staff greet customers warmly, lead them directly to the product they’re looking for, and even make tailored recommendations when the desired product isn’t available.
Failing to Deliver
On the flip side, some businesses fall into the trap of complacency. Marty critiqued a recent restaurant outing where servers failed at basic customer service tasks like bringing plates and condiments promptly. Joe weighed in on how some large retailers like Home Depot have, at times, lost their customer-centric edge, favoring cost-cutting over training knowledgeable employees.
The verdict? Good processes, consistent training, and proactive customer care should never be sacrificed at the altar of lower operating costs.
Key Takeaways From Episode 1 of 6
If you’re running a business (or working for one), here’s what Marty and Joe suggest for a better customer experience game plan:
Care deeply about your customers, not just their wallets.
Listen actively and demonstrate you’ve heard what they’ve said.
Anticipate needs so the customer never has to ask.
Commit to long-term strategies that enhance emotional engagement.
Never become complacent. Customer experience should always evolve.
Tune in Next Month for More!
This six-part series promises to expand on each of these ideas, breaking down specific areas like proactive strategies, the role of leadership, and how to handle tough customer challenges.
Did you miss this week’s episode? Don’t sweat it! Listen to the full dialogue-filled hour on Bacon Bits with Master Happiness wherever you stream podcasts.
Call-to-Action: Whether you run a small local restaurant or manage a complex online store, customer experience is your biggest differentiator. Join us every fourth Monday for more golden nuggets from Marty Jalove and Joe Janicki. See you next month!
Creating an Exceptional Customer Experience with BACON!
To learn more about Creating an Exceptional Customer Experience with BACON! go to: www.MasterHappiness.com/live or “Bacon Bits with Master Happiness” on Apple Podcast, Spotify, Amazon Music, Audible, iHeart Radio or wherever you listen to your favorite podcasts.
Or catch us LIVE on "BACON BITS with Master Happiness" on 983thelife.com, Monday Night at 7:00 PM and start making your life SIZZLE!
Marty Jalove of Master Happiness is a Company Coach, Business Consultant, and Marketing Strategist that helps small businesses, teams, and individuals find focus, feel fulfilled, and have fun. He helps businesses struggling with communication issues between co-owners, staff, and customers grow a happier and healthier business.
Master Happiness stresses the importance of realistic goal setting, empowerment, and accountability in order to encourage employee engagement and retention. The winning concentration is simple: Happy Employees attract Happy Customers and Happy Customers come back with Friends.
Want to learn more about bringing more happiness into your workplace and life? Contact Master Happiness at www.MasterHappiness.com or www.WhatsYourBacon.com
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