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Top Takeaways:


“The company, like a team, has two additional sources of feedback. The employees who give positive or negative feedback will help the team grow. Then, fans or customers will give feedback through comments, surveys, and brand loyalty.” “It’s not B2B or B2C. It’s human to human. We are human to human environments where empathy is the most important key to interactions.” “In sports and customer service, we must prepare for every match to win the championship.”


Gregorio Uglioni is a Business Transformation, Innovation, and Customer Experience specialist. He shares his expertise on his podcast, CX Goalkeeper, and books, including his latest, Customer Experience 4 (CX4). 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:
  1. What is customer service architecture?
  2. What is the link between soccer and customer service?
  3. What can customer support teams learn from customer service teams?
  4. How can customer feedback benefit a business?
  5. Why is empowerment important in customer service?

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