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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How can leaders in a company build a customer-centric culture from the top down? 
  2. How does employee satisfaction translate into a positive customer experience? 
  3. What are the keys to hiring and retaining employees who actively contribute to a positive customer experience? 
  4. What are the potential downsides of relying solely on customer satisfaction scores to gauge success? 
  5. How does company culture impact customer experience? 

Top Takeaways

Quotes:

“If you want to compete on customer experience, you have to work harder than others. You have to bring more energy, more excitement, and a more service-oriented approach.”  “Customer experience starts with a leadership conversation. You cannot build a customer-centric culture that starts from the frontline. A company becomes customer-centric when the leadership decides to put their resources into empowering their employees to serve their customers.”  “Customer experience mindset is not just a business strategy. It’s a way of life.”  “Don’t forget that employees are customers too. One of the most overlooked pieces of customer strategy is the employee strategy. If your employees are not happy, how will they bring positive energy to the customers?” 

About:

Blake Morgan is a customer experience keynote speaker, dubbed by Meta as “The Queen of CX.” She is the author of three customer experience books, including her latest, The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. She is the host of The Modern Customer Podcast.  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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