what b2b companies can learn from the difm economy
TRANSCRIPT
What B2B Companies Can Learn from the DIFM Economy
Leyla SekaSVP and GM, Desk.com
@leylaseka
Remember when Yellow Cab was the only option?
Now there’s an app (or 5) for that
The “Do it for Me” economy has taken over our lives
DIFM companies win on customer experience
What B2B Companies Can Learn from the DIFM Economy
1. Connect your data
Give everyone a full customer view
2. Empower support to deliver personalized experiences
One-‐size-‐fits-‐all customer service doesn’t cut it
3. Use support to build your roadmap
Build what customers want using support data
Source: Customers 2020 Report
The Future of Customer Service is the Customer Experience
“Customer experience has overtaken price and product as the key brand differentiator.”
Price Product CustomerExperience
#1
thank y u