Eli Weiss Teaches Customer Experience.
Ecom Gold
00:00
CX Is What You're Known For
Customer service has always been viewed as a cost center. CPG brands are realizing that waiting until customers leave and then hiring a retention team to bring those people back is very costly, ineffective and silly. When you proactively invest time resources, money into making sure that people have a great experience or at least have an experience that they expected, you don't have to chase after them once they leave. What that looks like on a very practical level is the difference between like customer support, um, out of the customer support storybook is that they just handle issues as they come in. That gives us a much better chance for customers to come back across the journey.
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