The small things are often the details that matter the most. A customer journey can be flawless all the way up to the first issue, but if that snag turns into a full on tear, that’s what the customer will walk away with. How we make people feel and the experiences we deliver are what our customers take away. And it’s the seemingly smallest details that end up mattering most.
Emily Yellin, author of ‘Your Call is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives’, stops by Zoom to talk about everything CX and reveals why the little things are often everything. In her session, Emily Yellin shares do’s and absolutely do not’s when it comes to customer service.
Learn ways you can inject genuine human interactions back into your customer experience journeys, even as you embrace digital and AI transformation at all levels of your business.