Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again, which by the way, is finally out. (Shameless plug: Get it […]
Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again, which by the way, is finally out. (Shameless plug: Get it today!)
It’s always been my philosophy that customer service is not a department. It’s a philosophy to be embraced by everyone in an organization. It’s part of the company’s culture.
In the past, I covered six steps to creating a customer-centric culture. These are still the right steps. But, I’d like to add some ideas from the new book to supplement this powerful process.
So there you have it. A summary of the seven principles that will help your organization become even more customer-focused. And, have your customers saying, “I’ll be back!”
Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright © MMXXI, Shep Hyken)
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