The Downsides of Improving Customer Experience | Winning Digital Customers
In today's episode, Howard sits down to talk about ways to combat some of the perceived downsides of creating a great customer experience. Howard refutes common worries digital transformation cynics may be pointing out. He addresses concerns regarding higher chances for fraud, making returns too easy for customers, and why digital channels having lower conversion rates than traditional retail channels may not be so bad after all.
Tune in to hear why the benefits for improving digital customer experiences far outweigh the "bad."
Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.
The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.