Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey.
“Any time a customer comes in contact with your brand is an opportunity to sell them on your product or service and move them through the journey.” – Doug Sandler
“If you make it easy for people to do business with you (through your website, phone calls, or walk-ins), they will want to do business with you over and over again.” – Doug Sandler
“No matter how uncomfortable it is, your customers who had the worst experiences are going to help you solve your problems and create better systems.” – Doug Sandler
“Never ignore the comments that your frontline is making. They are a critical component to improving your customer experience.” – Doug Sandler
Doug Sandler is a nationally recognized speaker and writer. In 2015, he published the award-winning book Nice Guys Finish First. Currently, Doug is the CEO of Turnkey Podcast Productions. Because of his expertise, he also helps organizations create effective journey maps that improve the customer experience.
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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