Summary:

In this episode of the Customer Service Revolution podcast, Denise Thompson and Dave Murray discuss the critical importance of customer experience consulting across various industries. They explore how systems and structures can enhance customer interactions, the significance of internal communication, and the need for organizations to recognize their role in the customer experience. The conversation highlights successful client transformations, the impact of silos, and the essential link between employee and customer experiences. They also provide actionable insights for leaders looking to improve their organizations and ensure lasting change after consulting engagements.

Takeaways:

• Customer experience consulting is essential for all industries.
• World-class service requires structured systems, not just slogans.
• Internal communication gaps often erode customer experience.
• Every employee has a role in the customer experience.
• Transformations can turn customer service initiatives into cultural norms.
• Silos within organizations can negatively impact customer engagement.
• Identifying internal issues is crucial for improving customer experience.
• Leaders must support their teams to enhance customer service.
• Small changes can lead to significant improvements in customer interactions.
• Measuring ROI is vital for understanding the impact of customer experience initiatives.

Chapters:

00:00 Transforming Customer Experience Across Industries
01:05 The Importance of Systems in Customer Experience
05:56 Identifying Internal Barriers to Customer Experience
09:04 Tailoring Consulting for Diverse Industries
11:17 Client Transformations: Success Stories
15:56 Bridging the Gap Between Operations and Customer Experience
18:07 Signs Your Organization Needs Consulting Engagement
22:35 The Importance of Internal Culture
26:03 Empowering Middle Managers
27:30 Ownership of Customer Experience
29:48 The Role of Niceties in Communication
31:53 Supporting Employee Success
33:03 Ensuring Lasting Change After Consulting
36:09 Measuring ROI in Customer Experience
42:23 Scaling Without Losing Your Service Soul

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