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The rationale behind choosing a high-touch and high-cost route to serve our customers - Interview with Matthias Murin

EPISODE · Dec 5, 2019 · 32 MIN

The rationale behind choosing a high-touch and high-cost route to serve our customers - Interview with Matthias Murin

from Punk CX: Customer Experience Insights with Adrian Swinscoe · host Adrian Swinscoe

Today’s interview is with Matthias Murin, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides medicines primarily to customers in Germany. Matthias joins me today to talk about DocMorris’ approach to customer service, the challenges of delivering a great customer experience over the phone and via email and why they have opted to go down a high-touch, high cost route when the industry wide trend is to try and reduce the cost to serve and increase levels of self service.

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This episode was published on December 5, 2019.

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