Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey.
He gives advice on how to create an amazing customer experience. His number one suggestion (right now) is to start with the culture of the company and the employee experience.
“There’s a time and a place for digital interaction. There is always a place for human interaction.” – Rebecca Martin
“To stay ahead, companies need to figure out how to turn data into action.” – Rebecca Martin
“Be data-driven and action-oriented.” – Rebecca Martin
Rebecca Martin is the Chief Marketing Officer at Calabrio, a customer engagement analytics software company. She has nearly 20 years of experience in the emerging technology industry.
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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