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

"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.” -Phillip

Getting 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.” -Brian

Brands 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.” -Romain

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

Superseding Customer Relationships

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