#30 A great conversation on digital experiences w/ Shep Hyken

Customer Service Culture [EN]

#30 A great conversation on digital experiences w/ Shep Hyken

Jan 17, 2024 · 21m 42s

Chapters

01 · Welcome to Shep Hyken as a special guest

02 · St.Louis and Milan have never been closer: Shep and Paolo warm up

19s

03 · The digital customer experience takes place before a phone call

2m 41s

04 · It happens to those who have taken digital support too far

3m 39s

05 · Shep shares a winning, seamless digital customer experience

4m 45s

06 · A great conversation: is technology making customer’s life easier?

8m 41s

07 · When I used to work in a gas station and wanted to help a customer...

11m 29s

08 · The values of empathy in conversations over digital channels

14m 21s

09 · ‘Are you a human, or a bot?’ – said the customer

15m 36s

10 · Younger customers take digital, smooth experiences fro granted

17m 21s

11 · Different consumers’ ages, different behaviors

19m 1s

12 · Shep's preface on my book 'The Power of Digital Conversations' >>

20m 29s

13 · Send your feedback / questions: paolo@customerserviceculture.com >>

21m 29s

Description

When people love what they do, they convey their passion to the listeners. That’s exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants...

When people love what they do, they convey their passion to the listeners. That’s exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants and speakers: a fizzy conversation with lots of real case examples and fun moments that make this podcast episode a gem. Full article here (video and podcast) >>

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