Erik Pfannmöller: Best Practices from Customer Service Pioneers | #33
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How to create the perfect customer experience beyond the purchase
When we think of design, we often think of product design. But have you thought recently about service design? Good service design goes beyond customer satisfaction and into building strong customer relationships that are good for both customers and employees. A carefully designed customer experience can make a company more efficient, while boosting customer and employee happiness too. In this episode you’ll learn about the importance of service design, and why companies these days need to compete not on getting a good share of the customer’s wallet, but a good share of the customer’s time and care.
This episode of The Art of Customer Service covers the following
1. 00:00:00 Introduction to the topic
2. 00:05:08 Outsourcing services?
3. 00:11:11 How software defines the customer experience
4. 00:16:05 Why are customer service agents currently undervalued?
5. 00:19:39 How will the industry change in the next 5 years?