Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience.
1. The first thing to examine is the work environment. Claire audits the environment and implements changes to make it more pleasant to both workers and customers. If the environment is pleasing and inviting, then employees will want to come to work and customers will want to spend money.
2. The second area of focus is your employees. They need to understand the entire map of the customer journey and how they fit into the bigger picture of the customer experience. If they feel that their company cares about them, they will be more loyal and their performance will be better.
3. The third thing is, of course, the customers themselves. The goal is to create a positive, unforgettable customer experience every single time.
“If we look after the employees’ journey, then we can look after the customers’ journey.” – Claire Boscq-Scott
“If you care about how people, both employees and customers, are feeling, they’re going to care about you and your business.” – Claire Boscq-Scott
“If there are no customers, there’s no business!” – Claire Boscq-Scott
“Everything we do in life is about relationships.” – Claire Boscq-Scott
Claire Boscq Scott is a speaker, trainer, “coachsultant,” self-described “busy queen bee,” and author of the recent book Thriving by Caring.
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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