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Top Takeaways:


“Customer success is putting the customer at the heart of all that you do.” “In anything you do, setting expectations with customers is important.” “Customer experience is something that’s owned by everyone in the organization. Regardless of role, having a truly customer-centric culture will help fuel better employee retention.”


Michelle MacCarthy is the Global Head of Customer Success at Unit4. She leads the company’s customer experience strategy transformation and customer success evolution. 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 Human-centric CX design?
  2. What is customer-led growth?
  3. How do you define customer success?
  4. Why is customer feedback important?
  5. How can customer feedback be used to improve service?

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