The best possible customer experience is one that does the job in a completely frictionless manner, and also relates to the customer as an empathetic and social person. Making a genuine, human connection with your customer is the most powerful tool for building loyalty and advocacy, but the effort will backfire on you unless you’ve first eliminated absolutely every speck of friction in the process!
In this presentation from Customer Experience Management 2017, Don Peppers, #1 Customer Experience Visionary in the World, Top 100 Business Intellectuals, Top 50 Business Brains, International Best- Selling Author from CX Speakers, explores:
Four attributes of a truly frictionless customer experience
Turning your humanity into a competitive advantage
Creating a corporate culture up to the challenge