Latest / The Workforce Alchemy Show
Your Call is NOT Important to Us and Other Customer Service Experience Insights from Shep Hyken
Summary:
In this conversation, Shep Hyken discusses the critical aspects of customer experience and service. He highlights the disconnect between companies' perceptions of their service and actual customer experiences, emphasizing the importance of understanding customer effort and satisfaction. Hyken shares insights on how technology can enhance customer support, the significance of creating service awareness among employees, and the necessity of compensating customers for their time. He also stresses the importance of measuring customer satisfaction effectively to reduce churn and improve…
The skinny
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