'Building Great Customer Relationships' with David Avrin
In this week's edition of the Connected Leadership Podcast, Andy Lopata's guest is David Avrin, speaker and author of five books on marketing and customer experience. The interesting question,'does convenience trump experience?' leads on to a discussion covering processes, digital automation, transactional relationships and chatbots. Technology, in particular automation has allowed companies to simplify their processes, making life easier for them, but sacrificing the personal touch and convenience for the customer. Andy and David go on to look at the reasons customers leave and what businesses can do to get them back.