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Customer Experience Leaders Chat is where we talk to support professionals from all over the world and discuss what's behind their team's success. This episode we talk to Scott Lawrence, Director of Customer Success and Brand at Rachio - a smart sprinkler controller that is focused on reducing water waste while improving your lawn care.
Customer experience is a spectrum. Offering high-touch, personalized customer services has a higher cost than self-service or no-touch support. Listen as Scott and Craig discuss how to find the right spot on that spectrum and learn when Scott is logical like Spock and when he’d rather punch aliens like Kirk.