Podcast: Forget Customer Service, It’s About the Experience


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I have ranted many times on what is wrong with companies executing service for their customers. We all of 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 talked to 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 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!

Republished with author's permission from original post.

Barry Moltz
Barry Moltz Group
Barry Moltz has founded and run small businesses with a great deal of success and failure for more than 15 years. Barry is a nationally recognized expert on entrepreneurship who has given hundreds of presentations to audiences ranging from 2 to 2,. His third book, BAM! Delivering Customer Service in a Self-Service World shows how customer service is the new marketing.


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