If you want to improve your customer service experience (CX), start with culture.
This week, we interrupt our regularly scheduled “Asking for a Friend Series” to feature this important interview with Shep Hyken on Be Amazing or Go Home TV, about how to improve your customer service experience through culture.
What’s the best way to improve your customer service experience?
Imagine you have every employee coming to work every day asking “How can we make this better?” “How can we truly advocate for our customers?” “What is the best way to do this?”
That’s the power of a courageous culture.
Our favorite definition of culture comes from Seth Godin, which is simply “people like us do things like this.”
In a courageous culture, “people like us” speak up. They solve problems. They share ideas. And bring practical ideas to improve customer service. The default is to contribute.
So how do you do this?
Practical Ways to Improve Your Customer Service Experience Through Culture