The host, Mason Duchatschek, is an Amazon.com #1 bestselling author of multiple books including People Matter Most and Inclusive Leadership. His ideas have been featured in Selling Power Magazine, Entrepreneur Magazine and The New York Times.
Discover secrets of leadership, management and human potential in the workplace!
Mason leads discussions and interviews on a wide range of best practices and business topics related to: employee engagement, employee selection, employee development, employee retention, communication, customer service, sales, diversity and marketing.
Content of this podcast should be of interest to business owners, sales managers, human resource directors, marketing directors, executive directors, supervisors and others with executive leadership and management responsibilities.
Mason leads discussions and explores solutions to common business problems such as:
How to reduce employee turnover.
How to increase sales.
How to reduce conflict and drama in the workplace.
How to avoid unnecessary employment related lawsuits.
How to develop supervisory skills and leadership abilities.
How to hire the best people.
How to keep the best employees longer.
How to improve communication.
How to improve customer service.
How to reduce employee theft.
How to reduce workers compensation costs and improve safety in the workplace.
How to improve employee relations and increase individual productivity.
and more!
He also works with nonprofit trade associations, chambers of commerce and charities who are looking to raise money, attract new donors, build, and sustain memberships in their organizations. He is the creator of the Workforce Alchemy Challenge.
In this arena, Mason leads discussions and explores solutions to common business problems such as:
To learn more visit: https://workforcealchemy.com
To book Mason as a speaker at your next event visit: http://www.MasonDuchatschek.com
Hosted on Acast. See acast.com/privacy for more information.
The host, Mason Duchatschek, is an Amazon.com #1 bestselling author of multiple books including People Matter Most and Inclusive Leadership. His ideas have been featured in Selling Power Magazine, Entrepreneur Magazine and The New York Times.
Discover secrets of leadership, management and human potential in the workplace!
Mason leads discussions and interviews on a wide range of best practices and business topics related to: employee engagement, employee selection, employee development, employee retention, communication, customer service, sales, diversity and marketing.
Content of this podcast should be of interest to business owners, sales managers, human resource directors, marketing directors, executive directors, supervisors and others with executive leadership and management responsibilities.
Mason leads discussions and explores solutions to common business problems such as:
How to reduce employee turnover.
How to increase sales.
How to reduce conflict and drama in the workplace.
How to avoid unnecessary employment related lawsuits.
How to develop supervisory skills and leadership abilities.
How to hire the best people.
How to keep the best employees longer.
How to improve communication.
How to improve customer service.
How to reduce employee theft.
How to reduce workers compensation costs and improve safety in the workplace.
How to improve employee relations and increase individual productivity.
and more!
He also works with nonprofit trade associations, chambers of commerce and charities who are looking to raise money, attract new donors, build, and sustain memberships in their organizations. He is the creator of the Workforce Alchemy Challenge.
In this arena, Mason leads discussions and explores solutions to common business problems such as:
To learn more visit: https://workforcealchemy.com
To book Mason as a speaker at your next event visit: http://www.MasonDuchatschek.com
Hosted on Acast. See acast.com/privacy for more information.
Summary:
In this conversation, Shep Hyken discusses the critical aspects of customer experience and service. He highlights the disconnect between companies' perceptions of their service and actual customer experiences, emphasizing the importance of understanding customer effort and satisfaction. Hyken shares insights on how technology can enhance customer support, the significance of creating service awareness among employees, and the necessity of compensating customers for their time. He also stresses the importance of measuring customer satisfaction effectively to reduce churn and improve service delivery.
Takeaways:
- Customers compare service to the best they've experienced.
- Satisfaction alone is not enough to retain customers.
- Companies must acknowledge and apologize for service issues.
- Customer effort is a crucial metric for service quality.
- Technology should enhance, not replace, human interaction in support.
- Service awareness among employees leads to better customer experiences.
- Compensating customers for their time fosters loyalty.
- Understanding churn rates is vital for business health.
- Effective measurement of customer satisfaction can drive improvements.
- Creating a culture of service excellence is essential for success.
Chapters
00:00 Introduction to Customer Experience
02:27 Understanding Customer Expectations
05:04 The Importance of Customer Effort
07:57 The Disconnect Between Companies and Customers
10:58 Strategies for Employee Engagement
13:45 Creating Service Awareness
16:27 The Role of Technology in Customer Service
19:10 Measuring Customer Satisfaction
21:39 Final Thoughts and Resources
Learn More with Workforce Alchemy
If you're looking for proven strategies, tools, and secrets to improve leadership, branding, and resilience in business, take the Workforce Alchemy Challenge for free.
👉 Apply here: https://www.WorkforceAlchemy.com
About Our Company
Alchemy was the medieval forerunner of chemistry, based on the supposed transformation of matter. It was concerned with attempts to convert base metals (like lead) into gold. WORKFORCE ALCHEMY is kind of like that, except with people and businesses.
We provide various skill, attitude, and personality-based psychometric assessment tools and training to help employers with employee selection, engagement & retention.
Follow Us:
Facebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/
Instagram: https://www.instagram.com/workforcealchemy/
YouTube: https://www.youtube.com/@WorkforceAlchemist
Rumble: https://rumble.com/user/WorkforceAlchemy
#customerengagement #customerservice #customerexperience #csx #customerloyalty #customersatisfaction #hyken #workforcealchemy
Hosted on Acast. See acast.com/privacy for more information.