Shep Hyken interviews Lou Gallagher, Consumer Engagement Specialist at Mitel. They discuss strategies for improving customer service, interaction, engagement and experience.
“First, we need to understand what the business needs are without talking about product. Lose the religion on product; gain the religion on the company’s success.”
“Ask what your consumer engagement strategy is and how holistic it is. Is it based on a product, technology or group within the organization—or is it based on your consumers? Look at it from your consumers’ point of view.”
“Everybody, in every organization, has positive and/or negative impact on consumer (customer) interaction. Consumer interaction is part of the culture.”
Lou Gallagher is a Consumer Engagement Specialist at Mitel. With over 35 years of experience as a business leader, business consultant, IT application developer and engineer, Lou has created customer engagement strategies that reduce cost and enhance CX.
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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