A Transaction Isn't an Exchange of Goods (Feat. Romain Lapeyre, Gorgias)

Superseding Customer Relationships "Relationship supersedes brand" is a phrase that we've often said on the podcast, but Phillip is calling this into question.A transaction doesn’t have to be an exchange of goods or monetary. It can be influence, it can be power dynamics, it’s identity exchange.“What often is overlooked is the employee experience in delivering service and support. It's never been more important than it is today.” -PhillipGetting customer service right during post purchase is important and solidifies loyalty, but prepurchase is just as important. “The role of a customer support agent is morphing into something else: a brand ambassador. Someone that has to be on brand, someone that has to represent the brand well as they interact with the customer.” -BrianBrands are changing their view of what brand ambassadors can be. “We're all consuming more and we're all participating in commerce more because commerce touches everything.” -Phillip “The whole focus we have at Gorgias is let's automate. Let's focus on self-serve so that we can transfer all of the human time towards those valuable conversations.” -RomainAssociated Links:Learn more about Romain Lapeyre and GorgiasJoin the Gorgias community on Facebook!Brands mentioned: Princess Polly, Ilia BeautyListen to our other episodes of Future CommerceCheck out our latest report Nine by NineSubscribe to InsidersHave any questions or comments about the show? Let us know on Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners! Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.