The customer-first strategy: why it's crucial to your business
Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience - A podcast by Zendesk: Customer Service Software & Sales CRM
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On this episode, recorded live at Zendesk Relate 2023, we’re joined by several incredible panelists including Danielle N. Evans at Honeywell, William Abrams at Medline Industries, Cait Keohane and Teresa Anania at Zendesk, and Sarah Bernhardi at Dandelion Payments, Xe.com, and Ria Money Transfer. This conversation focused on the benefits and implementation of a customer-first approach to business.
We discuss:
- (2:46) What it means to be a customer-first company.
- (6:37) Why it’s so important to be customer-first.
- (7:35) The importance of honesty and transparency in CX.
- (16:02) The role of employee experience in delivering great CX.
- (18:50) How to implement a customer-first approach and adapt to changing customer expectations.
- (28:10)The importance of gathering user feedback and taking action on it.
- (33:20)The role of data and the data points that matter for a customer-first approach.
- (43:20) How AI will impact the field of CX.
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