Lead with Loyalty with Guest Sandy Rogers
Enhancing the Customer Experience Through Emotional Engagement
Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion, and the importance of empathy, responsibility, and generosity in the customer experience.
This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken Continue reading
Empathy and Respect
Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? Continue reading
This week on our Friends on Friday guest blog post my colleague, Dr. Thomas Lee shares a patient experience that exemplifies what it takes to provide an Amazing patient experience. Many of the components of the patient experience, including empathy and consistency, are the same for all of our customer experiences. – Shep Hyken Continue reading
This week on our Friends on Friday guest blog post, my colleague Mike Daugherty writes about the importance of empathy in customer service. I believe it’s more than just doing the right thing for a customer. It is doing the right thing with empathy, sympathy, concern and care. – Shep Hyken Continue reading