Stefan Moritz: The importance of Service Design | #32
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Discussing why and how business leaders hold companies back from creating positive, emotional experiences that would create raving fans.
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.
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