In this episode of The Voice of Customer Experience we meet David Avrin who is a Customer Experience Keynote Speaker, Consultant, Author and Podcaster, among many other things, and an author of seven books including his latest, “Ridiculously Easy to Do Business With - A practical guide to giving customers what they want-how and when they want it”
David shares some valuable nuggets with us and says that “it’s not what you do well, it’s what you do better than others that do it well”.
He also tells us that convenience has overtaken quality as a primary driver of great customer experience that will gain a competitive advantage. He adds that we need to ensure that we focus on the unseen points of friction businesses are burdening their customers with and that simplicity, speed and flexibility can reduce this friction and be the catalyst for delivering memorable customer experiences.
David also reveals the companies that are doing a great job with CX and why they are successful. This is a podcast not to be missed!