Hey guys, welcome back to another episode of Operation Agency Freedom! Today, we’re thrilled to dive into an enlightening conversation with Erin Rohner, the powerhouse behind customer experience here at DUDE agency. This episode is packed with insights on how empathy and patience play crucial roles in managing customer experience effectively. Let’s break down the highlights and key takeaways from our discussion.

Understanding Customer Experience

Ever wondered how to truly listen to your customers and elevate your service? Erin Rohner shares her expertise on staying ahead by understanding your clients’ needs and making necessary changes. In the realm of customer experience, empathy and patience are not just virtues—they are strategic tools. By putting ourselves in the customers’ shoes and patiently addressing their concerns, we create a loyal and satisfied client base.

Leveraging Competitor Reviews

One of the most intriguing ideas discussed was using negative Yelp and Google reviews of competitors to position your business better. I introduced this concept, and Erin was all in! By analyzing what customers dislike about competitors, you can refine your own services to fill those gaps, offering a superior customer experience. This proactive approach not only differentiates your business but also demonstrates a deep understanding of market dynamics.

Leadership Lessons in Customer Experience

Erin’s journey through various leadership roles has taught her invaluable lessons. Trusting your team and learning to let go are critical as your business scales. Managing employees and fostering an environment of trust and accountability enhances the overall customer experience. When your team feels empowered and supported, they are more likely to deliver exceptional service to your clients.

Building Confidence and Making Tough Decisions

Building confidence by pushing oneself is another golden nugget from Erin’s experiences. She emphasizes the importance of stepping out of comfort zones to grow both personally and professionally. I also shared some real talk about the tough decisions in leadership, such as letting go of your first hire and setting realistic expectations. Balancing facts over feelings is essential in leadership, ensuring decisions are based on data and rational analysis rather than emotions.

Facts Over Feelings

During the episode, Erin and I discussed the idea of motivational t-shirts with the slogan “Facts, not feelings.” This concept encapsulates a key principle in effective leadership and customer experience management. While empathy and patience are vital, they must be balanced with a clear-eyed view of facts and data. This balance ensures that business decisions are grounded in reality, leading to better outcomes for both the company and its customers.

Erin’s Journey: From Newspapers to Customer Experience Expert

Erin’s background is as fascinating as her insights. Juggling an MBA program while transitioning from the newspaper industry to becoming the head of customer experience at DUDE agency showcases her dedication and versatility. Her story of working on websites at midnight and handling customer support during hectic times is a testament to her commitment.

Erin’s dedication doesn’t stop there—she also trains other agencies on mastering customer experience. Her hands-on approach and real-world experience make her a valuable resource for any business looking to improve its customer relations.

Key Takeaways

  1. Empathy and Patience are Key: Truly understanding and addressing your customers’ needs can significantly enhance their experience with your brand.
  2. Leverage Competitor Insights: Use negative reviews of competitors to improve your own services and position your business more favorably.
  3. Trust and Empower Your Team: Building a supportive and trusting environment for your team translates into better service for your customers.
  4. Balance Facts with Feelings: Effective leadership involves making data-driven decisions while maintaining empathy and patience.

This episode of Operation Agency Freedom with Erin Rohner is a must-listen for anyone interested in improving their customer experience strategy. Erin’s blend of practical advice, leadership insights, and personal stories provides a comprehensive guide to managing customer experience with empathy and patience.

Don’t forget to grab your headphones and join us for this fun and insightful ride. Subscribe to our podcast and connect with us on social media to stay updated with the latest episodes. You won’t want to miss this one, friends!

Discussion Points

00:00 Intro.
03:17 Longest standing team member during newspaper days.
08:46 Recognized need for leadership team, hired quickly.
12:33 Empathize with clients to improve their experience.
14:28 Emphasize customer perspective; trust but expect remorse.
18:38 Grateful for growth, learning, and letting go.
19:26 Leadership growth, challenging lessons, empathy, and confidence.
25:08 Leading means providing guidance and setting expectations.
27:56 Outro.


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