Amazing Business Radio: Jonathan Lerner

Proactive Customer Service in Times of Change
Building Resilience into Your Customer Service Strategy for Today… and Beyond
Shep Hyken interviews Jonathan Lerner. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights.
Top Takeaways:
Optimism is a great trait in a leader—and a sense of humor doesn’t hurt, either!
In order to have a great customer experience, you must have a great employee experience that incorporates and is empowered by digital technology. Neither technology nor the human element should be sacrificed.
Prioritize adding proactive service to your CX strategy. This means incorporating strategies to fix problems before they occur.
Technology can help make agents more productive, efficient and effective by providing them the tools and capability to provide proactive service.
As a leader, you must find a way to get the two sides of your business (the employee side and the customer side) to meet and work in