Shep Hyken interviews Vibhas Ratanjee, Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement.
“A customer-centric culture is where everyone is engaged in creating engagement for our customer. That engagement is emotional engagement, not just satisfaction or loyalty.”
“Even if you’re behind the scenes, you need to know how you, directly and indirectly, impact the customer experience and customer engagement.”
“Emotional engagement of employees and customers pays off in terms of tremendous financial value in the long term.”
“A lot of the effort around driving customer-centricity boils down to measurement. It’s what you do with that—how you translate it to the front lines and use it to inspire and engage.”
Vibhas Ratanjee is a Senior Practice Expert with Gallup who specializes in organizational development, culture change and executive-level engagement strategies. Vibhas is an executive coach and a leadership consultant to senior executives and CEOs, as well as a well-known speaker and author.
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.
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