Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization.
“If you want a consistent experience across all touchpoints you must ask for feedback at each touchpoint.” – Sean McDade
“The fundamental way to be customer-centric is to listen to customers consistently. Then use that feedback to do incredible things within the organization.” – Sean McDade
“Being customer-centric means consistently listening to customers and empowering your organization to take what customers are saying and do something about it.” – Sean McDade
“The experience has to be consistent for it to be exceptional.” – Sean McDade
“Listening to customers is a huge competitive advantage, especially if done systematically and professionally.” – Sean McDade
Sean McDade Ph.D. is the CEO and founder of PeopleMetrics. For over 20 years, he’s helped companies get closer to their customers by systematically listening and improving the experience. He wrote the book Listen Or Die: 40 Lessons That Turn Customer Feedback Into Gold.
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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