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.
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:
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