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Owning Your Customer Service Initiative From the Top Down

Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy.

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Top Takeaways:

  • Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level. It starts with the leadership defining and driving the customer experience initiative and permeates through the entire organization.
  • Christa defines customer experience as any touchpoint between a brand, message, or logo and the consumer all the way through the sales, service, and support process.
  • One of the biggest consumer demands is turn around time. How quickly you respond to emails, answer phone calls, and ship products are all part of the customer experience.
  • You’ll see significant improvement and change to your customer experience initiative when the C-Suite gets involved from the beginning by creating priority, strategy, communication, expectations, and budget.
  • Your customer experience initiative is an ongoing process that must be measured and refined over time.
  • Omnichannel means offering the consumer their preferred channels and methods to communicate with your company. Customers expect companies they do business with to support communication through multiple channels.


It’s the C-suites job to drive, initiate, and own the customer experience initiative within an organization.” – Christa Heibel

“The entire organization is in charge of delivering the customer experience.” – Christa Heibel

“Figure out where your customers prefer to be and make sure that you’re there.” – Christa Heibel

“We used to set what the service levels were going to be. Now the consumer sets the expectations across every channel.” – Christa Heibel


Christa Heibel is the founder of CH Consulting Group, a firm that helps organizations execute and implement contact center and customer experience strategies. For the last 25 years, Christa has dominated the contact center as an influencer and C-suite business growth and strategy expert.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. Who should be in charge of delivering the customer experience?
  2. How does the C-Suite create a strategy?
  3. How do you budget for customer experience?
  4. How do you track and measure your CX initiative?
  5. Can you easily keep track of all of your channels?

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