Shep Hyken interviews Justine Tavares, Director of Customer Success at TextExpander, a productivity tool that automates repetitive tasks and improves communication efficiency. She talks about improving customer relationships through customer-centric, up-to-date, and consistent messaging.
“The customer should be at the core of everything that we do. We think about the customer first in every decision we make and every product we release.”
“Customers don’t like to be kept in the dark. Whenever a customer is waiting for an answer or a solution, and there is an update, provide it. If there are no updates, let the customer know that, as well.”
“Active listening builds trust. It is how you uncover your customer’s pain points and goals. It ensures that you are on the same page and are aligned on the next steps.”
“Speak to your customers. Use your client-facing team who speak and learn from your customers every day to better understand what they want.”
Justine Tavares is the Director of Customer Success at TextExpander. She empowers her team to create customer-centric strategies to help individuals and teams achieve productivity goals.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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