“Tinder on Customers” is the monthly podcast series featuring Bob Evans in conversation with Bonnie Tinder. Bonnie is the founder and CEO of Raven Intel, an independent B2B peer review site that’s amplifying the voice of the customer. She focuses on software customers, consulting partners and software vendors, and helps identify the best partners for their needs. In this episode, Bonnie and I explore some of the tricky sides of digital transformation, such as the loss of face-to-face experiences with customers.
Episode 11
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 Quote: “It’s that final mile that you go that they truly are going to remember and create that loyalty that, in the end, it’s going to truly benefit your company.”
You can also stream this episode in audio-only format:
Cloud Wars Live Digital All-Stars
Bonnie Tinder is one of our regular Digital All-Stars. The All-Stars are experts whose video podcasts will focus on the critical themes shaping (and re-shaping!) the business world here in the digital age of 2021. Our intention is to provide regular chunks of timely ideas and insights about high-priority subjects from industry veterans with diverse backgrounds.
This episode is brought to you by BMC Software.
