PODCAST
Alex Farmer: How to Create a Frictionless Experience | #30
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CX superstars Solvemate and Miuros are joining the Dixa family!
Read the storyGo beyond the chatbot hype and boost your customer service with automation to improve your CX.
Discover our features to create meaningful conversations in an instant, scalable and cost effective way.
We integrate with the best! Solvemate is built to fit into your existing tools and workflows. Find out more.
EPISODE #28
Learn techniques to really understand your customers in order to build a customer-centric culture for your company.
Are you trying to find customers for your products or products for your customers? This episode’s guest, Annette Franz, is a Certified Customer Experience Professional (CCXP), author of “Understanding Customers” and founder of CX Journey, a customer experience strategy consulting firm. Annette joins Erik to discuss her latest book, “Built to Win” that uncovers the why, how and what to do in order to build a customer-centric culture that can help your company win.
This episode of The Art of Customer Service covers the following on building a customer-centric culture
1. 00:00:00 Introduction to the topic
2. 00:05:36 How can companies understand their customers?
3. 00:08:31 Personas
4. 00:13:40 Empathizing with customers
5. 00:18:31 What’s the problem with customer journeys?