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Amazing Business Radio: Doug Bell

Everybody Deserves a Voice

How does participation create a customer experience culture?

Shep Hyken sits down with Doug Bell, a customer experience consultant and founder and CEO of The Experience Manager, to discuss the benefits of creating a customer experience movement.


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Top Takeaways:

  • A company customer experience movement starts by giving everyone in the company a way to communicate with leadership.
  • Customer service must start with a dialogue, giving employees a voice that allows them to share how they want to interact with customers. This process gets everyone engaged, ultimately creating a better customer experience. From the top to bottom everyone has an impact on the customer Someone behind the scenes in the warehouse may never see the customer. But, if they don’t package the product properly and it is damaged when it ships, the customer will have a bad experience when the package is received. Even people that have no contact with the customer can have a big impact on the customer
  • To ensure that employees have a forum to speak to executives about ideas, two things must happen:
    • Communication must be transparent throughout the entire organization.
    • Employees should have the ability to share their thoughts anonymously. This allows executives to get the truth to make necessary changes.
  • There are many ways to begin a customer service initiative. In the beginning, someone must take ownership of the internal customer experience and open up the channels of communication. Employers are tasked with sharing ideas to improve how the company currently operates. Consider using a business social platform that allows employees to share their ideas with the entire company. It creates an open environment ideas are shared in one place. Employees can expand on ideas, share feedback and offer suggestions while executives are able to watch the conversation and learn what employees are thinking.

Quotes:

  • “From the frontline to the executive boardroom, everyone in the company impacts the customer experience, either directly or indirectly.” – Doug Bell
  • “The number one thing to start a customer experience movement is to give everyone a voice.” – Doug Bell
  • “Stirring the pot is what makes innovation happen, It’s what makes business go to the next level.” – Doug Bell
  • “If you’re sharing ideas with the customers’ best interest in mind, and the company is truly dedicated to a customer-first culture, then there really are no bad ideas.” – Doug Bell

About:

Doug Bell is a customer experience consultant. He is the founder of The Experience Manager, an experience management platform for experience leaders, designers, and producers.

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. How do you introduce customer service into a company’s culture?
  2. If you don’t directly interact with a customer, how do you impact their experience?
  3. How can you start a customer experience (CX) movement?
  4. How can employees engage with executives?
 

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