Are you obsessing about taking care of your customers? If not, maybe you should!
Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers.
Shep Hyken’s opening comments focus on April being customer loyalty month. Customer loyalty should be a year-round focus, and not just a monthly effort, but let’s take this month to celebrate. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else.
When Shep talks about creating an amazing customer experience, it’s important to remember that amazement is not always an over-the-top, blow-me-away, most incredible service you have ever had type of experience. It is more about consistently and predictably being just a little above average. Consistency is the key word. That’s the hard part. That’s what the best companies in the world do. They execute their service consistently.
Further to the point, any company that decides they want to obsess over their customers has an opportunity to not just have a transaction, but to build a relationship. At the end of the day, all things being equal, what tips the scale in that company’s favor, is the relationship.
Shep begins his interview by asking Amy Downs what does it mean to be customer obsessed? Amy responds by saying that Lifesize has four core values, and that customer obsession is number one. Many companies talk about “treating customers great,” but you must make sure that you have the right people on board. People with customer service DNA and customer service hearts. Then you must have the right systems and processes in place that allow these employees the ability to understand what is important to your customers.
Amy Downs joined Lifesize in 2014 to evangelize the importance of customers throughout the organization, and ensure that everyone who interacts with the company has a smile on their face. From support, service, training, and renewals; Amy drives the strategy and execution of programs that benefit their customers and partners to bring successful video collaboration to their companies.
Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.
“You can’t just tell an employee something once. You must continue to educate and to communicate that information.” – Amy Downs
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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