Stefan Moritz: The importance of Service Design | #32
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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?