This Week in Startups How to create great customer experience | Customer Basics with Salesforce’s Tiffani Bova | E1297
Oct 5, 2021
Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce and author of Growth IQ, shares her insights on creating exceptional customer experiences. She highlights the complexity of customer interactions and the evolving role of founders in defining user engagement. Bova discusses the challenges customers face when unsubscribing, the importance of leveraging data for improved services, and the balance between AI and human interaction in customer support. Her expert tips are invaluable for startups aiming to enhance customer loyalty and satisfaction.
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Customer Experience Ownership
- In the early stages, founders should manage customer experience.
- As the company grows, assign ownership to marketing or an appropriate executive.
Wall Street Journal Unsubscribing
- Jason Calacanis shares a frustrating experience unsubscribing from a financial publication.
- They made it difficult, requiring a phone call during specific hours and long hold times.
Unintentional Bad Experiences
- Companies often create bad customer experiences unintentionally.
- This happens when departments make isolated decisions without considering the overall customer journey.
