Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction.
“In football, just knowing the score doesn’t help you make moment-to-moment, strategic decisions on the field. It’s the same in business.” – Sam Lessin
“You can’t know what to do in the future if you don’t understand what’s going on today.” – Sam Lessin
“Your customer service isn’t just a call center; it’s driving value for your organization.”– Sam Lessin
“Measurement is everything. Ultimately, you get what you measure, so be clear and careful about what that is.” – Sam Lessin
Sam Lessin is the co-founder and co-CEO of Fin Analytics. Formerly, he was Product VP at Facebook and founded drop.io. He also writes a column for The Information.
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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