Frictionless Customer Experience: War Stories from the Trenches

Technology Revolution: The Future of Now

Bonnie D Graham

Business News, Technology, News

4.9 • 108 Ratings

🗓️ 2 July 2014

⏱️ 58 minutes

🔗️ Recording | iTunes | RSS

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Summary

Today's buzz: Customer experience. Is technology the magic bullet to help you give customers everything they want and more – and thus ensure their loyalty? Not quite. Technology can indeed give you real-time insights to be relevant, to respond with agility and speed, to connect collaboratively and transact efficiently. But the perfectly seamless, frictionless customer experience can be elusive. The experts speak. Don Peppers, Peppers & Rogers Group: "Statistics show that customer loyalty is not well correlated with customer satisfaction. But customer disloyalty IS highly correlated with customer dissatisfaction." Anthony Leaper, SAP: "Many companies believe technology is the only lubricant needed to enable a frictionless customer experience. The individual characteristics needed to deliver a frictionless experience are never consistent, so is its successful delivery to a customer simply guesswork or luck?" Join us for Frictionless Customer Experience: War Stories from the Trenches.

Transcript

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0:00.0	The following program is being brought to you on the Voice America Business Channel.
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0:18.0	Visit voice America.com.
0:19.7	The views and ideas expressed on the following program are strictly those of the host or guests
0:24.5	and do not necessarily reflect the views and ideas held by the Voice America Talk Radio Network,
0:29.8	its staff, and management.
0:45.3	Thank you. Welcome to the most nutritious hour of business talk all week.
0:49.2	This is Coffee Break with Game Changers, presented by SAP.
0:51.7	The best run business is run SAP.
0:54.4	Your host and moderator is Bonnie D. Graham.
0:58.8	You'll hear from the innovators who have learned to use game-changing technologies to shake up the status quo and help move today's businesses in new directions.
1:02.5	Now, here's Bonnie D. Graham.
1:04.6	Welcome, welcome, welcome.
1:05.9	And if you want to run with the game changers, you are in the right place.
1:09.9	Today's buzz, this is a biggie.
1:11.6	It impacts everyone. Customer experience. What makes a great one? What turns customers into
1:18.7	loyal followers and advocates and buyers? Oh my goodness. Big topic. Let's see. We can get our arms
1:24.9	around this one. So let's talk. Do you think technology
1:28.8	is the magic bullet to help you give your customers in your company whatever you do, wherever
1:34.1	you're located, give them everything they want and more, and guarantee their loyalty? That's
1:39.1	really what it's all about. You just don't want one sale. You want more and more and more. If you
	...

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