Episode 132: The Ever-Evolving Customer Experience - Ian Moyse

<p><span style="font-weight: 400;">The experience of being a customer has changed rapidly just over the past few decades. But while the customer experience has changed, has it improved? Is there room for further improvement?</span></p> <p><span style="font-weight: 400;">Today's guest is Ian Moyse of Natterbox. He joins the podcast today to talk about disruptions in the customer experience, how customer experience is changing, and why it matters. Listen in to hear what Ian has to say about where this kind of disruption has the biggest impact, how buyer personas can improve the customer experience, and how customer experience impacts revenue and customer loyalty.</span></p> <p><strong>Episode Highlights:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">How disruptors are changing the customer experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Where disruption is having the biggest impact</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">When consumers prefer to interact with a human rather than a machine</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Using buyer personas to optimize the customer experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">When it's important to communicate via phone rather than email or chat</span></li> <li style="font-weight: 400;"><span style= "font-weight: 400;">Analyzing how customer experience impacts loyalty and revenue</span></li> </ul> <p><strong>Resources:</strong></p> <p><a href="https://www.linkedin.com/in/ianmoyse/"><span style= "font-weight: 400;">Ian Moyse</span></a></p> <p><a href="https://twitter.com/imoyse"><span style= "font-weight: 400;">Ian on Twitter</span></a></p> <p><a href="https://www.natterbox.com/"><span style= "font-weight: 400;">Natterbox</span></a></p>