Marti Wymer | The Do's and Don'ts of Creating a Great Customer Experience

Episode 62 | Do's and Don'ts for Creating a Great Customer Experience with Marti Wymer

In this inspiring episode of Women Choosing Growth, Tina Sue speaks with Marti Wymer, founder of Spoonful of Comfort. Marti shares how her business began as a simple idea from her kitchen, driven by a desire to bring comfort to others, and grew into a successful enterprise known for its commitment to exceptional customer care.

Marti shares her “Do’s and Don’ts” for customer experience, emphasizing small gestures that leave lasting impressions. Her team prioritizes a customer-first approach rooted in empathy, from personalizing gifts to addressing delivery issues. By fostering trust and genuine relationships, Marti has built remarkable customer loyalty and provides practical advice on creating memorable experiences that drive business growth.

Key Topics Covered:

The Origins of Spoonful of Comfort: Marti shares how a deeply personal experience inspired her to start Spoonful of Comfort, a business dedicated to delivering warmth and care in every package.

Creating a Memorable Customer Experience:

Do: Small gestures make a big impact. Marti’s team goes the extra mile, from crafting personalized messages and custom products, like a custom “Call Your Auntie” sign for a college care package.

Don’t: Cover up mistakes. Marti emphasizes honesty and taking responsibility, even when issues are beyond their control, as with weather delays impacting Valentine’s Day shipments.

Customer Loyalty Through Empathy and Responsibility: Marti explains how empathy is integral to Spoonful of Comfort’s success, and how treating customers as real people fosters loyalty and long-term growth.

Notable Quotes:

"When you’re sending a product out with your mother’s name on it, it keeps you grounded in what you’re doing and what’s important." — Marti Wymer

"If there’s a mistake, we don’t try to cover it up. We just take responsibility and make sure we deliver on what we promised." — Marti Wymer

"The right thing to do is the right thing to do, especially when there’s a hard decision to make." — Marti Wymer

Actionable Takeaways:

Building Customer Trust: Honesty and proactive communication with customers—even during challenging times—builds lasting trust and loyalty.
Going the Extra Mile: Simple, thoughtful gestures create memorable experiences. Encourage team members to personalize customer interactions whenever possible.
Fostering Customer Loyalty: Treat each customer interaction as a relationship, focusing on genuine care and responsiveness.

Marti Wymer/Spoonful of Comfort Resources:

Email: marti@spoonfulofcomfort.com

Website: https://www.spoonfulofcomfort.com/

Insta: https://www.instagram.com/spoonfulofcomfort/?hl=en

LinkedIn: https://www.linkedin.com/in/marti-wymer-61272b4/

Facebook: https://www.facebook.com/spoonfulofcomfort

Women Choosing Growth Resources:

Email: Tina@WomenChoosingGrowth.com

Insta: https://www.instagram.com/womenchoosinggrowth/

Website: Tina-Sue.Com

LinkedIn: https://www.linkedin.com/in/tina-sue-moser-540379a/

Facebook: https://www.facebook.com/WomenChoosingGrowth/