The Customer Experience by Dave Baiocchi
In this episode of MHEDA Talks, Shari Altergott, Chief Experience Officer of The CX Edge, interviews Dave Baiocchi on the critical topic of enhancing the customer experience in the material handling industry. They discuss the importance of developing a robust customer experience strategy, aligning your messaging with your value proposition, and evaluating customer experience metrics versus performance. Through actionable insights and thought-provoking questions, they share tools to refine customer engagement practices and drive satisfaction.
Key Topics Discussed
- Developing a Customer Experience Strategy
- Evaluating Customer Experience
- Aligning Messaging with Value Proposition
- Measuring Performance
- Enhancing Customer Retention
- Adapting Customer Strategies
About Dave Baiocchi
Dave Baiocchi is the President and Owner of Resonant Dealer Services, a consulting firm created to share dealership best practices in regard to aftermarket opportunities, and objective-based selling. The consulting programs touch multiple areas of the dealership including sales planning, delivery practices, aftermarket offerings, management compensation, parts inventory efficiency, and SOP development.
