SUMMARY
Dave Cherry is the principal of Cherry Advisory. He talks about how retail has transitioned from omnichannel to CX, the risk of sticking with status quo, and ways to deliver a memorable retail customer experience by balancing innovation and security.
SHOW NOTES
Takeaways:
⭐The risk of bad CX is DEATH. If you are a transaction, then you are replaceable
⭐Focus on smart data, not big data
The book that has influenced Dave the most in the past year:
Book #1: The Shopping Revolution by Barbara Kahn
Book #2: Influence by Robert Cialdini
His note to all the customer service and CX professionals:
“Don’t just deliver on what customers are expecting, deliver what is relevant, and create that surprise and delight. When you do this, you will create a connection with the customer, which gets you further into the relationship zone, and keep you out of the transactional zone”
WHAT IS PRESS 1 FOR NICK?
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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