Companies need to strike a balance between strategic business objectives and the customer’s experience. Learn what it means to create intentional, not accidental, customer experiences that could create the raving fans every company aspires to have. This episode’s guest, Ian Golding, author of Customer What? The honest and practical guide to customer experience, shares with Erik his passion and insights into what it takes to make create intentional customer experiences in a sustainable way.

In this episode, you’ll learn…

● …why most companies haven’t understood the importance of CX

● …the emotional element of CX - good, bad or none

● …why so many leaders don’t understand the importance of CX

● …how worrying about shareholder value is mistakenly holding customer service back

● …how to create a customer experience leadership mindset

● …the hidden role of employees in customer experience

● …what is the customer service chain

● …making CX intentional, avoid the accidental experience

● …how a framework can help make CX sustainable

👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice.

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||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Ian Golding, CEO and Founder, Customer Experience Consultancy Ltd – https://www.linkedin.com/in/iangolding/

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||||| ABOUT SOLVEMATE |||||

🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/

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||||| LINKS |||||

🚨 Download our “Beginner’s Guide to Customer Service Chatbots”

🚨 Download our guide on “How to Create a Customer Service Funnel”

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||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 03:07 | Ians experiences of CX

from 08:03 | Overcoming resistance

from 12:43 | CX at the example of Amazon and Apple

from 18:37 | The shareholders dilemma

from 26:21 | Getting a better view on CX

from 34:19 | Making CX intentional

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||||| MORE INFORMATION |||||

To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com