Shep Hyken interviews Claire Sporton. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives.
“Our expectation as consumers is that the organizations we work with know us and know what we want.”
“Consumers want to do business with organizations that they trust. Trust is about setting expectations. Tell people what you’re going to do and then deliver exactly as expected. Build trust by meeting expectations day in and day out across all touchpoints.”
“You must demonstrate the ROI of customer experience. It’s not good enough to just say that this is the right thing to do. You must have the business acumen to speak in terms of your organization’s leadership understands.”
“As customer experience and customer service practitioners, we must align with the overall business strategy. Help leadership understand how we can help them hit those targets.”
Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit, a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions.
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:
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA