{"id":55169,"date":"2023-12-19T06:00:54","date_gmt":"2023-12-19T06:00:54","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-show\/how-small-improvements-create-lasting-change-in-customer-experience-copy\/"},"modified":"2024-01-18T17:01:01","modified_gmt":"2024-01-18T17:01:01","slug":"enabling-recognizing-and-celebrating-great-customer-service","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/enabling-recognizing-and-celebrating-great-customer-service\/","title":{"rendered":"Empowering Employees to Create Customer Moments That Matter with David Diestel"},"content":{"rendered":"<h3 class=\"p1\"><b>Top Takeaways:<\/b><\/h3>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">A brand is not just about a name. It\u2019s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Creating an organization&#8217;s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company&#8217;s culture and values. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">In most organizations, there is a gap between CEOs&#8217; perceptions of being customer-centric and customers&#8217; actual experiences. This is why feedback is important. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Maintaining a customer-focused culture across multiple regions requires alignment and consistency. Celebrating customer service wins and establishing consistent communication helps maintain a customer-centric focus across various locations.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Plus, Shep and David share examples of Moments of Magic\u00ae and &#8220;Moments that Matter.&#8221; Tune in!<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<h3><b>Quotes:<\/b><\/h3>\r\n<span data-contrast=\"none\">&#8220;Every interaction with the customer matters. It is important that everyone in the organization learns this and that it is constantly reinforced.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;Your values and mission should not just be words on paper. It should be embodied in service and constantly delivered to customers and employees.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;Listening to feedback is magic. We ask our associates how we are doing in helping them excel at their jobs. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;As humans, we all want to be successful in our roles. As leaders, our job is making it easier for our teams to deliver exceptional service.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n<p class=\"p1\"><b>About:<\/b><\/p>\r\n<span data-contrast=\"none\">David Diestel is the Chief Executive Officer of FirstService Residential, one of North America&#8217;s largest property management groups. They serve 9,000 communities and 18,000 employees.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Shep Hyken<\/span><\/a> <span data-contrast=\"none\">is a customer service and experience expert, <\/span><i><span data-contrast=\"none\">New York Times <\/span><\/i><span data-contrast=\"none\">bestselling author, award-winning keynote speaker, and host of <\/span><a href=\"https:\/\/hyken.com\/topic\/podcast\/\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">Amazing Business Radio<\/span><\/i><\/a><span data-contrast=\"none\">.<\/span><span data-contrast=\"none\">\u202f\u202f<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"none\">This episode of\u202f<\/span><\/b><b><i><span data-contrast=\"none\">Amazing Business Radio with\u202fShep\u202fHyken<\/span><\/i><\/b><b><span data-contrast=\"none\">\u202fanswers the following questions and more:<\/span><\/b><span data-contrast=\"none\">\u202f\u202f<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n<ol>\r\n \t<li><b><span data-contrast=\"none\">How can companies create &#8220;moments that matter&#8221; for their customers?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">What strategies can organizations use to deliver exceptional service and experiences consistently?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How can companies empower their teams to provide outstanding experiences?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How do companies uphold branding and values across multiple locations?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">What methods are effective in measuring and improving customer and employee experiences?<\/span><\/b><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: A brand is not just about a name. It\u2019s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition.\u00a0 Creating an organization&#8217;s positive [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":55173,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[4928,4948,5262],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Enabling, Recognizing, and Celebrating Great Customer Service<\/title>\n<meta name=\"description\" content=\"David Diestel talks about enabling, recognizing, and celebrating great customer service and empowering the team.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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