Improving Customer Service with Thought Leadership | Shep Hyken and Shane Green | 422
Play • 35 min
If you thought a global pandemic would dim the lights of customer service - you thought wrong!   Customers still want answers to questions, friendly assistance, and solutions for their problems. But one thing is changing: the way we deliver answers and solutions.   To take a deeper look at the customer experience, and how employee satisfaction relates to it, I’ve invited two good friends to join me in conversation. Shep Hyken is a customer service and experience expert, keynote speaker, bestselling author of I’ll Be Back: How to Get Customers to Come Back Again & Again. Shane Green is a culture consultant for Fortune 500 companies, and Founder and President of SGEi, a company that helps customer-focused organizations develop a culture that attracts the right people and retains top talent longer. We start our conversation by discussing the way reliance on virtual meetings has created new pressure on speakers, and how the speaking industry has changed. Shep and Shane share why many organizations are likely to keep the bulk of their company-wide meetings virtual, and how that has put pressure on speakers not only to entertain but also to provide actionable advice. As part of the changes to the workforce, we’ve experienced The Great Resignation - which Shane feels is more of a "A Great Reshuffling." He states that more than 80% of employees who quit their job during this period were looking either for better payment or for a better culture. It's simply true that companies with higher employee satisfaction have higher customer satisfaction. Shep and Shane explore how a strong, well-communicated company vision can increase employee satisfaction, especially when supported by proper training. Companies need managers and leaders who role model that vision, and they need to celebrate the times when that vision translates into meaningful goals. Company culture is the combined attitude of the hearts and minds of an organization's employees. If you want to raise your company  - and it's culture - to new heights. you’ll want to listen to this episode!   Three Key Takeaways: *  Thought leadership practitioners delivering a keynote need to tell a good story, but also ensure that their content is actionable right away. *  People have a need to collaborate and learn, so webinars need to be far more interactive, and contain more than simply a lecture. *  Research and surveys must always be updated. The information you had five years ago may not be relevant today.
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