Shep Hyken interviews Steven Van Belleghem, customer experience expert and author of A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture. He talks about how embracing effective empathy, empowering employees to make meaningful decisions, and building emotional customer relationships can transform companies into customer-centric organizations.
“It all starts with leadership. The biggest barrier for companies to succeed in their goal of becoming customer-centric is when teams don’t believe their leaders.”
“Effective empathy combines fast feedback with fast action. Small improvements that can be accomplished right away can have a bigger impact on your customer’s experience and create a feeling of success for your employees.”
“Most loyalty programs are transactional. It creates loyalty to the program and not the brand. What really creates loyalty is an emotional relationship.”
Steven Van Belleghem is a customer experience thought leader and keynote speaker. He is the author of six bestselling books. His latest book, A Diamond in the Rough: Over 100 Specific Tips to Build a Strong Customer Culture, is available now!
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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