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What B2B Companies Can Learn from the DIFM Economy
Leyla SekaSVP and GM, Desk.com
@leylaseka
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Remember when Yellow Cab was the only option?
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Now there’s an app (or 5) for that
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The “Do it for Me” economy has taken over our lives
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DIFM companies win on customer experience
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What B2B Companies Can Learn from the DIFM Economy
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1. Connect your data
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Give everyone a full customer view
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2. Empower support to deliver personalized experiences
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One-‐size-‐fits-‐all customer service doesn’t cut it
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3. Use support to build your roadmap
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Build what customers want using support data
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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
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thank y u