Ian Golding: Business Leaders Hold Great Customer Experience Back | #29
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Discussing the importance of creating a frictionless customer experience post-sale that drives the business outcomes that deliver real value to customers.
Companies today still spend a lot of time and effort on acquiring new customers but often forget the importance of the post sale experience. This episode’s guest, Alex Farmer, VP of Customer Success at Cognite and founder of Customer Success Excellence, the world’s first awards ceremony dedicated to the customer service profession, and named a 2021 Top 25 Customer Success influencers by SuccessHacker, shares with Erik a fresh perspective on how to create a frictionless post-sales experience. From building and using the power of the customer community to using technology in new ways to deliver a 1:1 experience at scale, discover some great new ways to create a frictionless customer experience.
This episode of The Art of Customer Service covers the following
1. 00:00:00 Introduction to the topic
2. 00:04:58 Customer service, customer success & customer experience
3. 00:08:53 How do you create a "frictionless experience"?
4. 00:15:12 Frictionless experience & community
5. 00:18:32 Micro-Targeting of individual users
6. 00:26:34 How to operationalise checklists with customers?