Скачать или смотреть How to improve customer experience with Mike Wittenstein from Storyminers

The development of technology has brought so many advantages. In fact, thousands of companies use technology every day to reduce sales costs and focus on self-service.

But it's not just about the value of technology to the business; it should always be about what creates value for the customer.

In this episode of CX Education, our host Heather Share welcomes Mike Wittenstein, Founder and Managing Partner at Storyminers. Mike and Heather discuss the importance of customer experience and what customer experience designers do. They talk about using technology to create value, the problem of too many messages, and the benefits of storytelling while creating a different customer experience.

#CXEducation #customerexperience #storytelling

Video chapters
0:00 - Introductions
1:15 - All about Mike
10:05 - The first McDonald’s digital drive thru experience
14:15 - The Chick-fil-A drive thru experience
17:26 - Customer experience and engagement at McDonald’s
18:59 - What does a customer experience designer do?
20:41 - Doing things for or with people, rather than at them
22:56 - How to get customer experience wrong with an app
24:48 - How a personalized CX at Chewy builds loyalty
27:43 - Technology in the retail customer experience
33:47 - The pain of irrelevant promotional emails
36:17 - Replace push marketing with pull marketing
38:30 - Ask what your customers need - do you know them?
40:00 - Post COVID customer experience tips
46:21 - Customer experience design and storytelling
51:41 - How to decide if storytelling will work for you
57:14 - What should companies do to improve CX
1:01:19 - Trends companies should take notice of
1:05:53 - Major CX takeaways to create value
1:11:19 - What should a customer feel from a good CX?
1:13:15 - Creative personalization in customer experience
1:15:10 - What does a bad CX look like?
1:18:15 - Conclusions and close