<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=275133924453494&amp;ev=PageView&amp;noscript=1">

Try Solvemate without risks! We are willing to guarantee your satisfaction, or your money back

Learn more
creditplus-photo Book a demo

See how Solvemate will save you costs and resolve requests from day one. The call takes less than 30 minutes, no obligations, no strings attached.
chatbot-roi-calculator

How much can you really save with customer service chatbots?
chatbot-roi-calculator-resources Chatbot ROI Calculator

How much can you really save with customer service chatbots?

Go 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.

Solvemate_EN_TAOCS-029_EpisodeCover

EPISODE #29

Ian Golding:
Business Leaders Hold Great Customer Experience Back

Discussing why and how business leaders hold companies back from creating positive, emotional experiences that would create raving fans.

Listen Now

Executive Summary

Companies need to strike a balance between strategic business objectives and the customer’s experience. Learn what it means to create intentional, not accidental, customer experiences that could create the raving fans every company aspires to have. This episode’s guest, Ian Golding, author of "Customer What? The honest and practical guide to customer experience", shares with Erik his passion and insights into what it takes to create intentional customer experiences in a sustainable way.

In This Episode, You’ll Learn

  • Why most companies haven’t understood the importance of CX
  • The emotional element of CX - good, bad or none
  • Why so many leaders don’t understand the importance of CX
  • How worrying about shareholder value is mistakenly holding customer service back
  • How to create a customer experience leadership mindset
  • The hidden role of employees in customer experience
  • What is the customer service chain
  • Making CX intentional, avoid the accidental experience
  • How a framework can help make CX sustainable

Chapters

This episode of The Art of Customer Service covers the following

1. 00:00:00 Introduction to the topic

2. 00:03:07 Ians experiences of CX

3. 00:08:03 Overcoming resistance

4. 00:12:43 CX at the example of Amazon and Apple

5. 00:18:37 The shareholders dilemma

6. 00:26:21 Getting a better view on CX

7. 00:34:19 Making CX intentional

email

Explore The Art of Customer Service

PODCAST

Stefan Moritz: The importance of Service Design | #32

Listen now

PODCAST

Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31

Listen now

PODCAST

Alex Farmer: How to Create a Frictionless Experience | #30

Listen now

email

Never miss an episode

Subscribe to our podcast on your favourite platform.

linkedin twitter facebook

And for more insider knowledge on customer service trends and AI, sign up for our newsletter.