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Posts tagged "employee experience"

John DiJulius on Secret Service &
The Customer Service Revolution

Shep Hyken speaks with John DiJulius, international consultant, best-selling business author and owner of the award winning John Robert’s Spa. John shares ideas from his latest book, “The Customer Service Revolution.” They discuss the radical overthrow of conventional business mentality which is transforming the employee and customer experience. This provides an opportunity for higher sales, a boost in employee morale, and brand loyalty. The result is that price becomes irrelevant. You can’t afford to miss this episode as John shares his expertise on creating an amazing customer experience!

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Key to a Customer Service Culture

customer-service-experienceIn a customer service culture, trust is of the upmost importance in the customer and employee relationship.  In the perfect setting, management must trust employees, employees must trust management, and the customer must trust the company.  This is the “Three Legged Stool” theory in action.  For those not familiar with this concept it is simple. If you have a three legged stool and one of the legs is taken away, the stool falls over.  If any one of these groups mistrusts any of the others, there is no chance for customer loyalty. Continue reading