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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