On this episode, Jill Thomas, the Chief Marketing and Customer Experience Officer for the PGA TOUR Superstore, discusses the importance of understanding the customer and creating personalized experiences. She highlights the impact of technology on customer perceptions and the need for businesses to adapt. Jill also shares insights into the in-store and online experiences at PGA TOUR Superstore, emphasizing the focus on customer service and creating an inclusive environment for all golfers.
Tune in to learn:
- Why digital transformation requires a roadmap and a long-term commitment to enhancing the customer experience.
- Why personalization, design, and deep contextual relevance are key elements of a modern website.
- Why understanding the ROI of customer experience is crucial for gaining support from stakeholders.
- The importance of being curious, reading white papers, and learning from other industries and how that can inspire innovative ideas.
- How to map the customer journey and why identifying pain points is essential for improving the customer experience.
- How prioritizing the human component of the customer experience can lead to exceptional results.
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