On this episode, author David Avrin discusses the importance of being easy to do business with and reducing customer friction in order to stay ahead in a competitive market. He emphasizes the shift in customer drivers from quality and commitment to speed and convenience, plus, he highlights the common mistakes businesses make, such as assuming what works well for them works well for their customers. He also addresses the sources of friction in the customer experience, including perceived time wasted and scripted empathy without resolution. 

Tune in to learn:

• Businesses often assume what works well for them works well for their customers, but the drivers of customer choice have shifted to speed and convenience.
• The most common source of friction in the customer experience is the perception of time wasted.
• Companies should focus on resolving issues quickly and providing a positive experience to avoid negative online reviews and customer complaints.
• Being easy to do business with and minimizing customer friction can be a competitive advantage in a market where everyone is good.
• Businesses should understand customer preferences, address issues promptly, and be the safe choice to leverage customer experience as a competitive advantage.
• Customer experience is the new marketing, and organizations need to focus on how customers feel.
• Leaders should have a finger on the pulse of customer expectations and be forward-thinking in their approach.
• There is a difference between customer experience and customer service, with customer experience encompassing every touchpoint and interaction with a brand.

About the Guest:

“One of the most in-demand Customer Experience speakers in the world today, David Avrin has shared his high-energy and content-rich presentations with enthusiastic audiences across North America and around the world including presentations in Singapore, Bangkok, Melbourne, Brisbane, Bangalore, Antwerp, Monte Carlo, London, Buenos Aires, Glasgow, Bogota, Rotterdam, Barcelona, Johannesburg and Dubai.

David Avrin is the author of five books including the acclaimed: It’s Not Who You Know, It’s Who Knows You, Visibility Marketing, Why Customers Leave (and How to Win Them Back) and his newest book: Ridiculously Easy to Do Business With – A practical guide to giving customers what they want – how and when they want it.

A former CEO group leader with Vistage International and marketing firm owner, David is also Chairman of The Sounding Board, a CEO collaboration initiative in Denver with plans to launch in cities across America.”

—

If you found this episode insightful, please rate us on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

—

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

—

Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.mission.org.