I have ranted many times on what is wrong with companies executing service for their customers. We all offer customer service in our mission statements and that is where they stay. Where do we go wrong?
On the Business Insanity Talk Radio Show on Friday, I spoke with Doug Meyer, Chief Customer Officer at Sage North America, a leading supplier of business management software and services for small and midsized organizations.
1. What goes wrong in customer service from mission statement to execution?
2. Why it’s not about customer service but rather the customer experience.
3. How to get the basics right consistently through training and feedback.
4. Why you can’t be shielded from the customer.
I was remote in Seattle, so the audio quality is not up to the usual crystal clear standards but well worth a listen. Listen now!
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I definitely see all that stuff now, as more pepole start to think that a 2-hour commute to work (in NYC) is perfectly acceptable and move upstate to build houses. the Beacon train station for Metro North used to have enough spaces for a couple hundred cars at most, and it didn’t cost money to park. Now it’s more like thousands of cars and monthly parking passes. that still blows my mind, but I didn’t really see much in the way of change until the late ’90 s.when I was growing up, you could still eat the fish that swam in the lakes and rivers. there wasn’t a shopping cart anywhere in my town and there wasn’t much litter just the occasional beer bottles or candy wrappers. There just weren’t that many pepole in Gardiner, really.Things are changing bigtime for the whole Hudson Valley area, but fortunately there’s still enough space that my woods haven’t gone anywhere for now.