Utilizing Consumer Feedback to Eliminate Friction and Improve Service
Shep Hyken interviews Scot Pickerill, Vice President for Inside Sales, Service, and Sales Operations in the Americas at Fender. He discusses using customer and employee feedback to evaluate and improve customer experience.
“It’s one thing to listen to customers. It’s another thing to take action. We’re all about doing both.”
“Feedback is one of the few things in life that is free. Take that feedback and do something with it.”
“Don’t be afraid to solicit feedback from your consumers, but also get feedback from your employees. They are the frontline and know what’s happening in the process.”
“The world is evolving daily. Customer expectations are increasing, and buying behaviors are shifting. Don’t be afraid to lean to discomfort, test new things, and then measure it to ensure that it’s working the way you designed it.”
Scot Pickerill is the Vice President of Americas Inside Sales, Service, and Sales Operations for Fender. He previously worked with Fortune 500 companies, including Allstate Insurance Co., Bank of America, and American Express.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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