The Self-Employed Life 198: Brian Solis - Create a Frictionless Customer Experience
I know entrepreneurs and small businesses get the idea that we must create great experiences for our customers. That what a customer is paying for is the overall experience. But how many of us are doing anything more that what our customers expect? Does meeting the minimum expectation, maintain or grow a business? Today we're going to dive into what it really means to create an exceptional customer experience.
Brian Solis is globally recognized as one of the most prominent thought leaders, keynote speakers, and best-selling authors in innovation and digital transformation. His new book, X: The Experience When Business Meets Design, explores the importance of experiences and how to design them for customers, employees and human beings everywhere.
As a digital anthropologist and futurist, he also studies disruptive technology and its impact on business and society. Brian humanizes technology's effect to help people see people differently, understand the changes that are occurring and what we can do to stay relevant, to embrace the change.
Highlights -
Difference between customer experience and customer service
The new standard- create a frictionless experience
Understanding the power of micro-moments
If this, then that customer experience
Cross-industry motivation and innovation
Resources
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Guest Contact -
Book X: The Experience When Business Meets Design
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