What it Takes to Deliver Great Experiences at All Levels
Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond.
“Are you treating your customers in a way that you don’t want to be treated?”
“When you are sending a customer survey, make it shorter. You are asking your customers to take the time to tell you what they think. Respect their time by keeping it as short as you possibly can.”
“Customers want personalization, and brands want to deliver it. But they don’t have a shared understanding of what it means. This is how organizations miss their targets.”
“Many people in organizations don’t really understand the extent of what service, help, and support teams do.”
“People that lead the service, support, and help functions must advocate, inform, and educate others in the organization about the scale and nature of their work. When you do that, people understand the impact and value that you bring.”
Adrian Swinscoe has been growing and helping develop customer-focused large and small businesses for over 25 years. He is a CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.
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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