Ep. 70 - Mastering Customer Experience with David Avrin | Intelligent Performance Podcast
Manage episode 430773112 series 3449551
Join us as we welcome David Arvin, a serial author and PR expert, renowned for his insights on sales, marketing, and customer experience.
In this episode, Arvin delves into the shift from product-centric to customer-centric business models and highlights the importance of business intelligence to understand customers better.
He discusses the impacts of social media platforms like Twitter and TikTok on customer experience and the necessity of digital transformations for traditional businesses. David also shares practical examples of successful companies and explores key differentiators in a highly competitive market. Tune in for an enlightening conversation that will challenge conventional wisdom on quality and competitive advantage.
00:00 Introduction to Intelligent Performance
00:56 The Shift from Product-Centric to Customer-Centric
02:02 Social Media and Customer Experience
05:10 The Importance of Convenience in Customer Experience
08:14 Challenges and Innovations in Customer Experience
11:20 Adapting to Modern Customer Expectations
17:35 Future-Proofing Your Business
19:13 Understanding Customer Evolution
19:33 The Pitfalls of Stagnation
20:33 Challenges in Business Adaptation
21:17 Customer Journey and Predictability
22:12 Flexibility vs. Rigidity in Business
23:31 Evaluating Business Processes
25:14 Banking and Financial Services
25:49 Eliminating Friction in Customer Experience
29:35 The Role of Social Proof
31:33 Navigating Generational Expectations
36:50 Exclusive vs. Inclusive Business Models
39:40 Final Thoughts and Key Takeaways
84 פרקים