Customer Service Drives Value
Measuring the Customer Journey to Meet New Expectations
Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction.
The Interview with Sam Lessin:
The world is becoming more customer-centric, but not every company is keeping up. There must be more training and coaching present within contact centers and customer-facing roles.
Measurement is everything. You can only change what you measure. You must measure and collect data across multiple areas of your business so you can understand which moments in the customer journey need review and repair.
Executives are in danger of being too far removed from their customers’ journey. Data can help bridge this gap. The right data can help executives make the best decisions about how to create healthier relationships, improve workflow, and create better customer service.
Consumers’ expectations of companies they do
