Digital Customer Service by Rick DeLisi & Dan Michaeli

Author:Rick DeLisi & Dan Michaeli [DeLisi, Rick & Michaeli, Dan]
Language: eng
Format: epub
ISBN: 9781119842064
Publisher: Wiley
Published: 2021-08-31T00:00:00+00:00

And as aspirational as that may sound – it is now possible. Here's an analogy that may help you envision what lies ahead as you continue to evolve your digital strategy.

“COOKING UP” THE IDEAL DIGITAL SERVICE STRATEGY

Let's use a relatable comparison: Instead of being a service, CX, or digital leader responsible for transforming to a digital-first operating environment, what if you were an executive chef charged with developing a concept for a new restaurant?

In order to create your culinary strategy, you would need to follow three primary steps:

Step 1: Make sure you have access to a variety of excellent ingredients.

Step 2: Learn more about your customers' taste(s) so you can experiment with different dishes that use your ingredients in the most appealing and efficient way.

Step 3: Once you know what people like best, consistently serve those dishes.

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