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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
  1. Why is it essential for companies to understand the specific needs of their customers?  
  2. How can unstructured data from customer conversations be transformed into actionable insights?  
  3. How can companies use conversational research to gain insights and improve the customer experience? 
  4. How can companies effectively leverage customer feedback from call center recordings for improvements? 
  5. How do companies use customer feedback to enhance products and services and better serve customers? 

Top Takeaways


“If you’re confident in your resources and abilities to truly excel in providing a remarkable customer experience, and it fulfills a customer need while setting you apart in the market, then it’s worth prioritizing.”  “Sometimes, the best customer experience is achieved through self-service, allowing customers to resolve issues without interacting with support. It’s essential to understand that not all problems require a personal conversation.”   “Customer research is no longer just the responsibility of researchers. It’s something everyone in the company can do to help understand customers and improve the product for everyone , not just a specific segment.” 


Sara Caldwell is the VP of Customer Experience at Dovetail. A science school teacher by background, she transitioned into customer service and experience, gaining valuable insights and skills at companies like Asana, Reforge, and Neverware.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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