Back to Blog

SIMPLE brand #88 - Rick DeLisi: Digital Customer Service



In this week’s episode of the SIMPLE brand podcast, I talk with Rick DeLisi, author of Digital Customer Service: Transforming Customer Experience for an On-Screen World!

Rick’s an author, a speaker, and a customer-experience expert who helps companies achieve greater customer loyalty. And he’s one of the co-authors of one of the best customer experience books of all time -  The Effortless Experience.

With all the technological advances today why are customer service interactions so unnecessarily frustrating?

When most brands instill technology into their customer service system as much as they like to believe it's for the customer's benefit, it actually is more for their own benefit.

And any interaction that forces the customer to make more of an effort to get their problem solved creates a LOSE-LOSE situation.

The importance of crafting your customer experience centers around how you make your customer feel throughout every interaction. But in a digital-first world, you’ve got to make sure you invest in the right technology and the right technology processes. Delivering an outstanding customer experience today isn’t just about the psychology or just about the technology - it’s about having the right marriage of psychology and technology baked into the experience. 

Rick’s Digital Customer Service lessons help you learn how to deliver a seamless, effortless, outstanding experience so that you’re always able to meet your customers where they are.

And when you do that your customer wins, your frontline agents win, your leadership wins, your brand wins. It's a WIN-WIN-WIN-WIN solution!

Some of the topics we discuss include:

  • In a ME-centric culture, you should treat each individual customer like the unique person they are
  • How customers define their effort in a customer experience is ⅓ what they actually do and ⅔ how they feel
  • Customers are exponentially more loyal to a company when they feel like the company is an advocate for them
  • Why the term “Customer Experience” is a monster noun that has a wide variety of meanings
  • The impression that customers are left with following direct contact with a company’s frontline is one of the most important in the customer experience so make it count
  • The real definition of “meeting your customer where they are” is not what you think it is
  • The more your customer has agency in the customer experience, the higher their positive feelings will be about the experience
  • When brands instill a Digital Customer Service model, it creates a Win-Win-Win-Win situation






“I love the SIMPLE brand With Matt Lyles podcast!” Does that sound like you? If so, please consider rating and reviewing my show! This helps me support more people (just like you!) create simple experiences for their customers and for their team members. 

Click here, scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then be sure to let me know what you loved most about the episode!

Also, if you haven’t done so already, go ahead and subscribe to the podcast. I’m adding a bunch of bonus episodes to the feed and, if you’re not subscribed you’ll likely miss out on them.

Subscribe here!

Are you signed up to get notified on new posts and podcast episodes?

You'll never miss another idea from Matt.

You hate SPAM, right? Us too! We'll never sell your information, for any reason.