Goutam Challagalla, Professor of Marketing and Strategy at IMD says you should gain an in-depth understanding of your customers, and learn from your customers? What do you achieve with a better understanding of their needs; Gain insights to identify opportunities to build your business and exceed your customers’ expectations. How well do you know your customer’s journey from the moment they damage their device to their departure from your shop, repaired phone in hand? Today’s consumer is savvy and expects a high level of service that begins well before you meet them face to face. If you’re missing the mark at any of these touchpoints, you risk being outdone by your competitors. In this session, we’ll walk through the 8 common stages your customer goes through when seeking repair services and how you can consistently deliver an exceptional experience, earn additional revenue, and set your business up for long-term growth by utilizing an integrated technology approach.