Customer Experience: Service, Support, and Personalization

Tonya Berry

Vice President at Serta Simmons Bedding

Learning Objectives

Many companies feel they are losing customers to the digital/ecomm space. The reason is often for convenience and price. But, what the digital space cannot implement and execute is the customer experience and service levels that many legacy businesses have been built on. How should companies use these competitive advantages to stay relevant in the digital revolution?

Key Takeaways:

  • Understanding marketing fundamentals is still key to being successful in customer understanding

  • Digital marketing is a tool, not the foundation of marketing

  • Customer experience and helping them solve problems is more important than digital access and data capturing