Looking at Business through the Eyes of the Customer
Shep Hyken interviews Paula Courtney, President of the Verde Group. They discuss how businesses should invest in delivering a WOW customer experience.
“An attitude is a cognitive expression of an experience. By the time companies can measure attitude, they are already looking at the rearview mirror, unable to change the experience.”
“To get the attention of the C-suite about service improvement initiatives, you need to speak their language, Return on Investments.”
“Digital transformation is the integration of digital technology in all areas of the business.”
“Technology can force organizations to think differently about how they can serve their customers.”
“Put your business processes in the eyes of the customer before looking at it through the eyes of your bottom line.”
Paula Courtney is the President of the Verde Group. She leads the development of new research methods for helping companies quantify the financial impact of their customer experience.
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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