David Avrin
Customer experience expert
Expert insights
- The new competitive advantage lies in being ridiculously easy to do business with — so seamless, so intuitive, that the interaction itself becomes forgettable.
- I work with enterprise leaders all the time. And I'll ask them, what's your competitive advantage? And they'll point to their eyes and say, it's the relationship. And I'll say, ...
- The unnecessary friction is when you say, okay, you need a receipt [for a return], but we're only going to give you store credit. One part was protecting the enterprise and comp...
- A static economic model assumes cause and effect. If we cut this, we save that much money. And it probably plays out most commonly in self-checkout at a grocery store. A dynamic...
- One of the biggest challenges is often when operational decisions are being made it's the bean counters... And you know who's not in the room? Marketing. Customer experience. Th...