In this episode, Dr. Beate Stiehler-Mulder, Prof. Mornay Roberts-Lombard and Mariette Frazer from the UJ Department of Marketing Management chats with host, Carmen Murray, co-founder of Boo-Yah! Modern Marketing Services about Customer Experiences and the importance of understanding the Customer Experience Abyss.

Carmen Murray is caught off guard when her interview is hijacked by the UJ Department of Marketing Management and she is asked to offer her insights to the audience, interviewed by the high esteemed academics of the UJ Department of Marketing Management.

They further unpack the difference between Customer Service and Customer Experience and the importance of Customer Experience Audits to understand the blind spots across each touchpoint of the business. They further discuss how serving these touchpoints helps to grow, retain and acquire new customers.

In this episode, scenarios are unpacked to highlight where brands fail their customers and how siloed Departments results in siloed customer experiences.

This is a fun, yet very educational episode if you are seeking to take Customer Experiences seriously as part of your overall business strategy.

If you wish to book Carmen Murray as your MC or Speaker for your next event, have any questions or wish to appear on The Carmen Murray Show, you can contact her directly www.CarmenMurray.com
For any marketing inquiries to design and build exceptional customer experiences, customer insights, data science, CX Audits and CX Innovation or training, visit Boo Yah Modern Marketing Services www.Boo-Yah.co.za
For any inquiries, more details, or requests to appear on the show, you can contact hello@carmenmurray.com

When you're ready to produce your own podcast, contact the podcast experts at