{"id":32232,"date":"2020-10-20T00:00:00","date_gmt":"2020-10-20T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-lou-gallagher\/"},"modified":"2023-12-21T12:34:31","modified_gmt":"2023-12-21T12:34:31","slug":"amazing-business-radio-lou-gallagher","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/","title":{"rendered":"Focus on the Customer, Not the Sale with Lou Gallagher"},"content":{"rendered":"<h3><strong>Top Takeaways:<\/strong><\/h3>\r\n<ul>\r\n \t<li>Become a partner to your customer. Work to solve your customers\u2019 business needs without trying to make a sale.<\/li>\r\n \t<li>When selling technology, focus on solutions and success instead of the technology. Identify business problems and needs before turning to technology.<\/li>\r\n \t<li>Lose the mindset of customer service happening only in call centers and contact centers. Go broader, and think instead about consumer engagement and consumer interaction.<\/li>\r\n \t<li>Technology has progressed rapidly, opening up new channels of communication. Companies must be ready to meet their customers on these new channels and provide a consistent consumer interaction experience.<\/li>\r\n \t<li>Ideally, create an omnichannel communication experience. This allows you to communicate with customers across all channels using a single interface on the back end. This creates consistency, helps the agent provide better service and gives the customer a better experience.<\/li>\r\n \t<li>Customers and companies alike should ask more open-ended questions when communicating with each other to facilitate a productive conversation. Customers should ask what that company is doing to understand their needs and entire journey.<\/li>\r\n \t<li>Companies must ask themselves what their consumer engagement strategy is, whether or not it is holistic (stretching company-wide) and if it is truly customer-centric (instead of product- or sale-oriented).<\/li>\r\n \t<li>As technology changes so quickly, be mindful of how you do and don\u2019t adopt it. Don\u2019t get too enamored with new tech and lose sight of the humans behind it\u2014both your customers and employees.<\/li>\r\n \t<li>Everyone in an organization has a positive or negative impact on the customer service and experience, not just the customer service department. It\u2019s part of the company\u2019s culture.<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n\u201cFirst, we need to understand what the business needs are without talking about product. Lose the religion on product; gain the religion on the company\u2019s success.\u201d\r\n\r\n\u201cAsk what your consumer engagement strategy is and how holistic it is. Is it based on a product, technology or group within the organization\u2014or is it based on your consumers? Look at it from your consumers\u2019 point of view.\u201d\r\n\r\n\u201cEverybody, in every organization, has positive and\/or negative impact on consumer (customer) interaction. Consumer interaction is part of the culture.\u201d\r\n<h3><strong>About:<\/strong><\/h3>\r\n<a href=\"https:\/\/www.linkedin.com\/in\/lou-gallagher-5366754\/\" target=\"_blank\" rel=\"noopener noreferrer\">Lou Gallagher<\/a> is a Consumer Engagement Specialist at Mitel. With over 35 years of experience as a business leader, business consultant, IT application developer and engineer, Lou has created customer engagement strategies that reduce cost and enhance CX.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\">Shep Hyken<\/a> is a customer service and experience expert, <em>New York Times<\/em> bestselling author, award-winning keynote speaker, and your host of <a href=\"https:\/\/hyken.com\/topic\/podcast\/\"><em>Amazing Business Radio<\/em><\/a>.\r\n\r\n<strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li><strong>How can I communicate more effectively with my customers?<\/strong><\/li>\r\n \t<li><strong>How has COVID-19 affected the customer service world?<\/strong><\/li>\r\n \t<li><strong>What can I do to be a partner to my customers?<\/strong><\/li>\r\n \t<li><strong>How does technology support business decisions?<\/strong><\/li>\r\n \t<li><strong>How can I improve my customer service in times of change or crisis?<\/strong><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: Become a partner to your customer. Work to solve your customers\u2019 business needs without trying to make a sale. When selling technology, focus on solutions and success instead of the technology. Identify business problems and needs before turning to technology. Lose the mindset of customer service happening only in call centers and contact [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38161,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[2712,4928,5007],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Focus on the Customer, Not the Sale with Lou Gallagher - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"Everyone has a positive or negative impact on the customer service and experience, not just the customer service department.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Focus on the Customer, Not the Sale with Lou Gallagher - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Everyone has a positive or negative impact on the customer service and experience, not just the customer service department.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-20T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-21T12:34:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Lou-Gallagher-ABR-PHOTO.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"1400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"Focus on the Customer, Not the Sale with Lou Gallagher\",\"datePublished\":\"2020-10-20T00:00:00+00:00\",\"dateModified\":\"2023-12-21T12:34:31+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/\"},\"wordCount\":489,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Lou-Gallagher-ABR-PHOTO.jpg\",\"keywords\":[\"customer experience\",\"employee experience\",\"omnichannel customer service\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-lou-gallagher\/\",\"name\":\"Focus on the Customer, Not the Sale with Lou Gallagher - 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