Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. They discuss the secrets to getting better customer service, how to reach the CEO of a company when you have a problem, the misconceptions of “loyalty” programs and more. Elliott has earned the reputation of “every customer’s best friend.”
He not only has four syndicated columns, but he also writes for numerous publications and runs Elliott.org, a site for customer advocacy. Elliott exposes the differences between loyalty and marketing programs, and shares several great insights about how consumers can resolve their complaints against companies. This episode of Amazing Business Radio provides great points of view from experts on both sides of the table, how to get better customer service (as a consumer), and how to give better customer service (from a company).
“Loyalty programs are marketing programs, and because they use the word loyalty, there is the assumption that the loyalty goes both ways; that if you’re loyal to the company they’ll be loyal to you, and that’s simply not true.” – Christopher Elliott
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