In the latest edition of the Omni Talk Retail Spotlight Series, Chris Walton and Anne Mezzenga sit down with Talkdesk’s VP Global Industry Strategy for Retail & Consumer Goods and fellow Top 100 Retail Influencer Shannon Flanagan.
Together the three of them discuss:
– The role of retailers to provide great product and great service
– The dwindling use of the “secret shop”
– Creating experiences that make your customers happy, when pre-purchase customer service is now just as important as post-purchase service
– How navigating 10 screens to handle a customer service issue is absolutely untenable
– And, why real-time cloud-based solutions that drive better customer service are now a bona fide weapon of brand differentiation
You can listen to Chris and Anne’s conversation with Shannon by clicking above or on the platform of your choice below:
Apple Podcasts | Spotify | SoundCloud | Amazon Music
Be careful out there,
– Chris, Anne, and the Omni Talk team
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Omni Talk is the retail blog for retailers, written by retailers. Chris Walton and Anne Mezzenga founded Omni Talk in 2017 and have quickly turned it into one of the fastest growing blogs in retail. 