Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “Bad Experiences Aren’t Always the Problem for Companies” as it pertains to customer feedback, customers’ expectations, and the entire customer experience.
“You do not want to be the next business that is disrupted. So, listen. Listen to your customers’ expectations. Listen to the speed of change of the market and keep up.” – Mary Drumond
“There’s nothing worse than asking for a customer’s feedback and then doing nothing about it.”– Mary Drumond
“Everyone is subject to the speed of change in the market. No one is immune.”– Mary Drumond
Mary Drumond is the Chief Marketing Officer at Worthix and the editor of the Science Behind Decisions blog.
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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