Shep Hyken interviews Jeff Toister, a customer service author, consultant, and trainer. They discuss how making or breaking promises affects the guarantee of an amazing customer experience.
“Advertising helps set the customer’s expectation on the promises that brands are willing to deliver.”
“Brands need to take deliberate actions to ensure they’re keeping their promises.”
“The most convenient brands are able to anticipate an issue that they’re already ready to solve.”
Jeff Toister is an author, consultant, and trainer. He helps companies develop customer-focused cultures. He’s written four books including The Guaranteed Customer Experience. Thousands of customer service professionals around the world subscribe to Jeff’s Customer Service Tip of the Week email.
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.
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