Amazing Business Radio: Lou Gallagher

Focus on the Customer, Not the Sale
Building a Customer Engagement Strategy That Lasts
Shep Hyken interviews Lou Gallagher, Consumer Engagement Specialist at Mitel. They discuss strategies for improving customer service, interaction, engagement and experience.
 
 
 
Top Takeaways:
Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale.
When selling technology, focus on solutions and success instead of the technology. Identify business problems and needs before turning to technology.
Lose the mindset of customer service happening only in call centers and contact centers. Go broader, and think instead about consumer engagement and consumer interaction.
Technology has progressed rapidly, opening up new channels of communication. Companies must be ready to meet their customers on these new channels and provide a consistent consumer interaction experience.
Ideally, create an omnichannel communication experience. This allows you to communicate with customers across all channels using a single interface on the back end. This