Shep Hyken interviews Christy Augustine, Chief Operating Officer of Bloomreach. They discuss the digital commerce trends companies have been forced to adapt due to the pandemic. And, how those companies can succeed moving forward to create customer loyalty in a digital world.
“Realize that the customer’s experience with you isn’t just when the customer is on-sight, but all the way through the customer’s journey, from the beginning until they come back the next time.”
“COVID-19 forced ten years of digital commerce transformation to happen in three months.”
“Even though you lack a personal empathetic connection with a digital experience, you can still create loyalty. Just make sure the experience is easy and streamlined. Think about the total end-to-end experience.”
Christy Augustine, Chief Operating Officer at Bloomreach, leads Bloomreach’s efforts to arm customers with the tools and knowledge they need to successfully compete in demanding markets. She is a leading thinker in e-commerce, having been a manager at Bain & Co., focused on technology, retail, and strategy.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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