Is Digital Crushing Face-to-Face Experiences? | Tinder on Customers

The Big Themes:



Digital transformation is off the charts: But
is the customer experience any better as a result of all this
digital transformation?


Poll this week with my inner circle: Over
half said customer service in the past year since COVID-19 is
worse – with 14% saying much worse.


Starbucks experience used to be a place of
relaxation: Now you’re greeted with 15 rules before
you walk in the door. You get your overpriced coffee, and you
waited in line for 10 minutes and you can’t even sit there to
drink it.


B2B Services are improved – particularly with IT
consulting services: This reflects better customer
experiences where so much is delivered remotely.



 


The Big Quotes:


“It's that final mile that you go, that they truly are going to
remember and create that loyalty that, that in the end, it's
going to truly benefit your company.”


 


This episode is brought to you by BMC Software.


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