Shep Hyken's Blog, page 180

Write Your Company’s Bestselling Customer Service Book

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers.

One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. This is where every employee writes on an index card an example of when he or she created a great customer service experience for either an outside customer or an inside customer. Typically, our clients would do this once a week or every other week. However, for the purpose of this exercise, only one example is needed.

So, let’s get started. Provide every employee with a large index card and have them write down an example of when they created a great service experience. This should be the best experience from the past year. And, as mentioned, it can be for either an external or outside customer, someone who pays for our goods and services, or an inside customer, someone inside our organization who at any time is dependent on us to do what they do. And, try to limit the length of the story to about 200 words or so.

Once the stories have been submitted, have someone do some design work and lay out the stories. Include a picture and a short one or two sentence bio on each of the employees. Every submission gets its own page. If you have a larger organization, you can put two or three onto a page.

Once the interior of the book is designed, have the CEO or some other high-ranking member of the organization’s leadership write a forward. For testimonials, you can include some excerpts from customers’ accolade letters – or just ask customers to write a sentence or two to “endorse” the book.

Design the cover. One fun idea is to have a contest for your employees to come up with a cover design. Or, maybe your company has a graphics department or works with an agency that can help you design the cover. A very cost-effective and quick way to get a cover is through the website www.99Designs.com. Or, check out the services offered from Amazon’s CreateSpace program, which include design, editing and more. CreateSpace will also be where you’ll most likely “publish” your book.

Now comes the fun part. Go to Create Space and follow the instructions on how to upload your content and cover to begin the publishing process. In just a short time you’ll be holding on to the first copy of your company’s customer service book. And, once your book is published, you can purchase copies for all of your employees. You can even make the book available to the public.

So, what are you waiting for? Start working on your company’s best-selling book!

NOTE: I’d like to acknowledge Zappos.com, whose culture book was the impetus for this idea. They do a new book every year. It can be purchased directly from Zappos.

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXVI, Shep Hyken)

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Amazing Business Radio: Peter Shankman

Peter Shankman Shares Tips on How to Create Loyal Customers – and Much More!

Shep Hyken speaks with best-selling author, blogger, speaker, and podcaster, Peter Shankman. They share stories about some exceptional customer service experiences and how to create loyal fans. Peter shares tips from his bestselling book on customer service, Zombie Loyalists: Using Great Service to Create Rabid Fans.

He also discusses his upcoming book, Faster Than Normal; Unlocking the Gifts of an ADHD Brain. The book, is based used his award-winning podcast Faster Than Normal, providing insights into an ADHD mind, and how to create a more productive day with proper planning. This episode of Amazing Business Radio is fast-paced and packed full of great information – an episode you don’t want to miss!

“I don’t need you to be awesome, I just want you to be a couple levels above expectation.” – Peter Shankman

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What questions will this episode answer?

How can I increase customer loyalty, and therefore gain loyal customers?
How can I be more productive and get better use of my time?
How do I provide better customer service?

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5 Top Customer Service Articles For the Week of October 24, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Increasing Sales With Personalized Marketing by Tyler Walton

(Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. Obviously, that’s easier said than done.

My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty.

How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine

(AdWeek) We asked Rational Interaction to dig a little deeper for key, brand-specific revelations. Here are a few interesting takeaways from its seven-day study from midsummer.

My Comment: Social media customer service is a viable customer support option, and Twitter is one of the top social channels. So, why haven’t more companies embraced this concept. This article has some interesting stats and facts. Nike is a rock star in social care. Interesting how other brands are lagging.

Customer Service Lessons from the Pump by Jeremy Watkin

(FCR) Prior to moving to Oregon a little more than a year ago, I had a solid 21 years of pumping my own gas under my belt. On a side note, using some serious math skills you can probably figure out my age. While I never had a problem pumping my own gas, aside from losing a gas cap or two, it’s been interesting observing the process of having someone else pump my gas for me.

My Comment: What can companies interested in customer service learn from a gas station? Read this great article by Jeremy Watkin and find out. Sometimes great customer service is just common sense – that is not always so common.

7 Guaranteed Ways to Lose a Customer by Steve DiGioia

(Steve DiGioia) You failed them again.  Be honest – face the facts!  You worked hard for years to build a loyal customer base and now look at you.  Your customers are leaving in droves.  What happened?

My Comment: Most of the articles shared in this weekly roundup are about the right way to practice customer service and experience. This article is about what not to do. If you want to lose customers, then practice what this author tells you not to do.

3 Tools for Improving the Customer Experience in Government by William D. Eggers and Greg Pellegrino

(Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. The public sector can join that revolution.

My Comment: Government and customer service/experience… Can these words be in the same sentence? Several years ago President Obama pitched that government agencies should start delivering better customer service. This article focuses on three ways that any business – and that includes the government – can bolster their customer service and experience efforts.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com . For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com . Follow on Twitter: @Hyken

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Guest Blog: Why Salespeople Must Surface their Inner Chameleon – and How to Do It

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships. – Shep Hyken

Every salesperson knows that long-term customer relationships are the key to success. Nonetheless, most sales training pays little or no attention to how personality styles affect these relationships.

Sales skills and strategies are crucial, but there is a third “S” that is just as important: Style. It encompasses the personality-driven behaviors and needs of both the salesperson and the customer.

To unpack style, let’s start with a basic principle of human behavior: People tend to treat others how they like to be treated. If I am someone who wants all the details before making a buying decision, I am likely to provide a lot of detail to my customers. I am driven by the subconscious thought, “I can’t make a decision without having all of the data, so they must need all of the data before they decide.”

The problem is that other people don’t necessarily want what we want. We need to reverse this innate tendency to sell others how we like to be sold to and instead sell to others how they like to buy. When you act like a chameleon and adapt to the customer’s needs, customers feel satisfied and you close the deal.

At the heart of this Chameleon Selling process is the ADAPT model:

A stands for Assess your own style. Since the most self-aware people are the most successful people, the first step is to identify how you are wired to interact with others. By identifying your own personality style, you can ensure that you don’t impose your style on others.

D stands for Determine your customer’s style. Using behavioral and environmental cues, quickly identify your customer’s style. Is the customer an Eagle (direct and decisive), a Parrot (enthusiastic and social), a Dove (sincere and harmonious) or an Owl (logical and precise)?

A stands for Adjust to your customer’s style. Once you know both your style and your customer’s style, be the chameleon and flex to the customer.

P stands for Perceive the impact of your style-flexing. Evaluate the response of your adapted behaviors. This allows you to repeat what’s working or alter your approach in the next interaction.

T stands for Track reaction and results. That which gets recorded gets remembered. Log how you treated the customers so you can remember how to treat them next time.

Let’s put this model into action with Peter, a Parrot salesperson. Peter is upbeat, engaging, optimistic and charismatic. What he lacks in detail he makes up for with energy and passion.

Peter is about to meet with a new prospect and he is filled with excitement. Her name is Orla, and her company represents an incredible opportunity to expand Peter’s product line in a new region of the country. This could open many doors. Peter arrives at the meeting armed with vast product knowledge and a wealth of skills and strategies that he learned in sales training.

Peter shakes Orla’s hand and she doesn’t show much emotion. Her body language is poised and her tone is measured. Her office is flawlessly organized. Everything seems to have a place and everything is in its place.

Peter was taught that he needs to bond and connect before he probes for needs. So off he goes, schmoozing and sharing stories. But he gets little response in return. Orla seems like she is participating in the obligatory game of talking about the picture on her wall of a beautiful mountain and how she likes hiking…and evidently, Peter does, too. Peter doesn’t feel he built a strong enough connection, so he doesn’t leave phase 1 of the selling process, Bond & Connect, until he feels ready. After all, how can he close the deal if he skips building rapport?

When he finally moves onto Probing for Needs, Peter doesn’t ask many questions so he can get to his favorite phase, Presenting the Product. Peter’s enthusiasm is palpable. He knows that the more excited he is, the more excited Orla will be, so he turns up the dial on his enthusiasm.

Peter senses that Orla is not feeling his excitement, but his training kicks in and he moves on to Handling Objections. Orla launches into a barrage of questions, which Peter dispatches quickly to reassure her that his product is exactly what she needs.

To his surprise, Peter did not close the deal with Orla. He used all of his sales skills and strategies, but they did not work in this case.

Peter’s problem was not his lack of training or experience. He knew the selling process, but it didn’t matter because he lacked the third S, Style. Let’s replay this scenario using the ADAPT model.

First, Peter Assesses his own style and recognizes his Parrot nature. He realizes that his natural approach is to sell with gusto and enthusiasm. Next, he quickly Determines Orla’s style. Her matter-of-fact tone and desire to get right into the details reveals that she is a logical and analytical Owl. He immediately Adjusts his approach to mirror her Owl style. He makes a few passing comments to build rapport, but quickly moves into probing to understand her needs. He asks question after question until he believes he understood every aspect of her company’s current pain and future objectives. And while this process is exhausting for Peter, he knows that it is necessary to satisfy Orla’s needs.

Throughout the meeting, Peter takes care to Perceive how his chameleon-like flexing to Orla’s style is working. When he returns to his office, he makes sure that he Tracks and records how he ADAPTed to Orla. Peter ultimately closes the deal and builds a long-term relationship with a new customer.

This is the power of incorporating style into the selling process. Skills and strategies are critical for success, but style modulates both. The most successful salespeople are the most adaptable. Regardless of whether you are an Eagle, Parrot, Dove or Owl, your long-term success will be built upon being the chameleon.

Merrick Rosenberg co-founded Team Builders Plus in 1991 and Take Flight Learning in 2012. He is the author of The Chameleon and co-author of Taking Flight!, two books about personality styles. Merrick has worked with more than half of the Fortune 100 companies in the US and around the world.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes Article: Avoid These Ten Crimes Against The Customer

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Customer Loyalty Lessons from Mama Louise

The other night I had a wonderful meal at Mama Louise, an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created.

First, the staff was friendly and helpful, making suggestions and letting us know what was most popular on the menu. They were attentive. They did everything they were supposed to do. Good food with good service is a winning combination.

Second, the owner, Joe Esposito, made it his mission throughout the evening, even though he was in the back running the kitchen, to visit each and every guest. When he came by our table I complimented him on the great food and excellent service. We started talking and he shared some of his philosophies that all of us can learn from and can apply to just about any business.

Spend time with your customers. Great leaders in any business will spend time with customers. Joe is a restaurant operator and a chef. He is most comfortable in the kitchen, but realized that he had to go “on the floor” to talk to his guests, get their feedback and let them know how much he appreciated their business. His line sums it up: “Bobby Flay, Wolfgang Puck and Emeril Lagasse didn’t become successful by staying in the kitchen.”


Know what you’re good at. Joe didn’t try to be something that he wasn’t. His restaurant is in the middle of some pretty high-end and expensive restaurants. He might be tempted to try and make the ambiance more upscale or raise prices to be closer to what some of his neighbors are charging. His food and service is great. The price is reasonable and the experience, which includes the ambiance and décor is right in line with expectations. Joe said something that made me realize that this was purposeful. He said: “We’re not fine dining. We’re fun dining!”


Make customers feel special. One night a woman came into the restaurant to celebrate her 90th When Joe found out, he couldn’t wait to come out and wish her a happy birthday, but there was more. He insisted on buying her dinner. This is what he said: “When I’m 90, I hope someone buys me dinner! This what my mom, Mama Louise, would have done. Not only that. She would have sat down and had dinner with you!

Joe obviously loves the restaurant business. He loves to cook, yet just as important if not more so, he loves his customers. When you mix unbridled passion and enthusiasm for the customer with skill and capability, it’s a winning combination.

By the way, next time you’re in Orlando, go to Mama Louise Restaurant, and tell Joe that Shep sent you!

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXVI, Shep Hyken)

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Amazing Business Radio: Christopher Elliott

Christopher Elliott Talks about How to Get a Better Customer Experience

Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. They discuss the secrets to getting better customer service, how to reach the CEO of a company when you have a problem, the misconceptions of “loyalty” programs and more.  Elliott has earned the reputation of “every customer’s best friend.”

He not only has four syndicated columns, but he also writes for numerous publications, and runs Elliott.org, a site for customer advocacy. Elliott exposes the differences between loyalty and marketing programs, and shares several great insights about how consumers can resolve their complaints against companies. This episode of Amazing Business Radio provides greats points of view from experts on both sides of the table, how to get better customer service (as a consumer), and how to give better customer service (from a company).

“Loyalty programs are marketing programs, and because they use the word loyalty, there is the assumption that the loyalty goes both ways; that if you’re loyal to the company they’ll be loyal to you, and that’s simply not true.” – Christopher Elliott

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What questions will this episode answer?

How can I get a CEO’s contact information?
How can I get better customer service from a company?
How can I best resolve an issue with a company?
What is the difference between a loyalty program and a marketing program?

 

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5 Top Customer Service Articles For the Week of October 17, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres

(Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

My Comment: This is an interesting article that caught my attention with the first sentence: When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask. While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business.

80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw

(Genroe) Providing really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the value can be delivered with 20% of the work. The problem is that most organizations don’t know which is the right 20% so they can’t deliver it effectively.

My Comment: Creating customer loyalty doesn’t have to be complicated. Do what you say, be responsive and be easy to do business with. That’s what customers want and hope for. Simple ideas, but how many companies actually focus on these concepts and deliver? The ones that do reap the rewards of repeat and loyal customers.

Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson

(CustomerThink) not only can your company build and retain customer loyalty through an improved, invigorated customer experience in 2017, you will likely own a valuable strategic advantage over competitors if you invest in that experience today. Here are five tips to delivering that caffeinated customer experience in 2017.

My Comment: Great article about ramping up your customer experience. Step one: Do a journey map and look for those opportunities along the customer’s journey to eliminate friction or possible problems. (I’m surprised at how many companies haven’t gone through the exercise of creating a formal journey map.)  I also like the author’s third point, which is about delivering a personalized experience. More and more, this is what customers want and expect.

#13 Productivity Tips For Customer Service Professionals by Kelechi Okeke

(CXService360) A career in customer service is one that is both challenging and quite rewarding. In order for any individual to excel in their chosen career paths, they need to be productive in job roles they are assigned. From my experience, the most successful people are also the most productive, they have mastered how to make the most of what they have in terms of resources, time and opportunity.

My Comment: If you’re a customer service professional, then this article is a must read for keeping focused and productive. It starts with four expert opinions (myself included) and follows with nine more tips that will help you deliver a better customer service experience.

7 Customer Service Tips to Build Stronger Relationships by Salesforce

(Salesforce Australia & NZ Blog) The field of customer service is undergoing a major change, and it’s one for the better. Once perceived as an organizational cost-sink, customer service teams are now – finally – recognized as drivers of engagement and growth.

My Comment: Why deliver good customer service? Because we want customers to come back. Today’s customers want more than just good service. They want a connection. Here are seven powerful tips to building a strong customer relationship. I especially appreciate that number one is to get every department involved. Customer service is not a department. It’s a philosophy to be embraced by everybody in an organization. I also like number three, which is about creating a customer advisory board. Great information here.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com . For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com . Follow on Twitter: @Hyken

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Guest Blog: How Messaging Will Change Your Customer Service, Forever

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. – Shep Hyken

Have you been focusing on social media service lately? You might want to change your focus. As of 2015, messaging apps have overtaken social media platforms in monthly active users – and they are only picking up pace.

What’s more, the biggest of these messaging apps – WhatsApp and Facebook Messenger – are both opening up to B2C communication. Other giants like WeChat and Telegram are already quite open.

What will this mean for the way you do service – and how will it impact your customer communications?

Why Messaging Is So Promising For Customer Service

A few features of messaging make it an especially promising channel for customer service.

High frequency of usage. Statistics on the messaging usage patters haven’t been released, but active users open apps many times per day. Definitely more than email, which makes it more valuable as a channel for providing customer service. The main hurdle with waiting for an email response is having to open your inbox every time. Users are so hooked on messaging apps that this isn’t a problem anymore.

Conversation list. One reason why messaging apps are so convenient, and thus so frequently used, is the conversation list. It orders conversations from top to bottom based on their most recent activity, and it doesn’t matter whether this activity is inbound or outbound. Which makes for a much more intuitive experience. This is different from email, in which only incoming emails are prioritized.

Asynchronous by default, synchronous when appropriate. As explained by Ben Eidelson, the standard messaging mode is asynchronous communication. Which means that a message is read at a later point in time than it was sent. When both sides are online at the same time, however, a synchronous conversation can be conducted as well. This is perfect for customer service. The asynchronous part means that service peaks can be spread out, while the synchronous means real-time support can still be delivered as well.

Long lived conversations. The nature of emails and chats is that they generally start off anew. Email conversations can go up and down, but changing topics within the same email thread goes against email etiquette. With messaging, conversations always build upon the existing thread. The context of the relationship is thus always clear.

How It Will Change Your Service

From transaction to relation

While previous communication methods – emails, phone calls, chats – were mere snapshots, messaging threads represent the entire relationships between business and customer. Through integrations between messaging apps and tools like live chat, the first interaction with a customer on your website can be the start of a long-term conversation.

Reduced service pressure

As barriers for contacts get lower, we can expect more customer interactions. The fact that messaging can be asynchronous, however, means that the pressure of service peaks can be spread out. Imagine a hotline scenario in which you have a team of 8 service reps and a service peak of 10 concurrent calls. All your reps will be busy, and 2 of the customers will have to wait in the queue. With messaging, however, all customers can send their request, and the service team sends their response as fast as possible. In fact, with this service, a messaging team of 3 reps will probably do just fine.

Cyborg service

This is my term for the effective collaboration between man and machine in delivering an outstanding service – which is getting easier through advancements in machine learning and neuro linguistic programming. Imagine you’re delivering messaging support and a customer question comes in. Your robot sidekick runs it through the database of questions, delivered answers, responses, and service ratings. Based on this, it offers a set of possible responses, which you can then choose and edit to your liking. This should boost efficiency to a great extent, making service a lot faster and easier. The robot does most of the heavy lifting, while the human serves as the final check and moderator.

Transactions extend to messaging apps

Websites are currently the dominant mode of eCommerce. But if messaging adoption continues its current streak, that might very well change. It’s unlikely that websites will lose their importance any time soon, but what is likely is that they’ll play together with messaging apps. This also means that transactions, e.g. a consumer buying Nike shoes, will happen over messaging channels as well.

Getting Started

Messaging support is a great opportunity for better customer relationships, one that’s too big to pass by. A few companies are already reaping the benefits today.

The Royal Dutch Airlines, for example, now allows you to manage your entire booking via Facebook Messenger. If you have any question, you can get in touch with their support directly.

Similarly, Rogers, a major internet provider in Canada, helps customers directly via Facebook Messenger. Back to the Netherlands, Livecrowd, a company delivering 3.0 customer service and experience, deploys “messaging support” for high crowd events – think music festivals, concerts, sports matches, etc. This type of service is perfect to guide on-the-go customers towards their destination.

You, too, can get started with messaging support. Choose your channels, select your tools, and get ready for customer service 3.0.

Pascal van Opzeeland is CMO of Userlike , software for website and messaging support. He and his team share tips about customer communication on the Userlike Blog .

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes Article: Six Ways To Avoid Social Media Customer Service Failure

 

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Don’t Create Clutter, Create Trust

How you promote your company, your products and services is a very important part of the customer experience. How much clutter do you create for your customer’s email inbox? How many times does the customer miss an important message when it gets mixed into the clutter? And, it’s not just email. It’s any method of communication, which includes text messages and social channels like Facebook, Twitter and others. Do you have a low readership or open rate on your communications? Perhaps it’s because the communications are more promotional than valuable.

If your customers are willing to give you their email address or mobile phone number for you to text them – or if they sign up to follow you on a social channel – then you had better make it worth their while to do so. Otherwise, they will unsubscribe, delete the messages, or eventually turn against you for violating their trust.

Seth Godin sends daily emails. Everyone wants them and expects them. That’s 365 – and every fourth year 366 – messages. His messages add value. He’s insightful and people look forward to reading his daily comments. They are short and to the point. And, every once in a while he’ll promote his newest book or a public event he is producing. And when he does promote, people buy. The reason is that he offers so much value before he promotes. And, the value is what helps make people trust him. I’m just guessing, but I believe that about 97%, if not more of what he sends his subscribers, is content. And, that’s a conservative guess. Out of 365 posts throughout the year, Seth may send out about a half dozen or so promotional messages.

I recently visited the very cool Taschen bookstore in Los Angeles. They actually refer to their store as a gallery, as their books are really works of art. I fell in love with the magic and circus poster books. I also love the books that feature musicians like the Beatles and the Rolling Stones. I signed up to receive their promotional mailings and quickly learned that their promotional mailings are unique. I received their catalog in the mail, but, this wasn’t your typical catalog, it was practically a work of art that a collector might want to keep. That’s value at another level.

This article is hopefully a good example of this lesson. I realize that not everyone will agree with the information that I share in my weekly articles. But, I hope that everyone would agree that they are not overtly promotional – that they are more informational than blatant promotion.

So, are your promotional mailings, emails, text messages and social media posts interesting enough for people to not only read but want to keep or share? Or, are they blatant promotion that causes people to unsubscribe, unfollow, or worse, never want to do business with you again? In the end, the best promotion may not be promotional at all, but interesting valuable content that your customers enjoy and look forward to receiving.

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXVI, Shep Hyken)

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Amazing Business Radio: Donna Peeples

Donna Peeples on How Brands Can Embrace Change

and Improve Customer Service

Shep Hyken speaks with Donna Peeples, a customer experience expert and Chief Customer Officer of Pypestream, a technology company offering secure mobile messaging, about how embracing change can enhance customer service and improve customer loyalty. Before Pypestream, Donna was Chief Customer Officer at AIG Property and Casualty, where she was responsible for leading communication, management, service delivery strategies, and practices for customers. She talks about the difficulties of compliance, staying within federal regulations while still maintaining a great customer experience. In addition, they discuss how customers are now in control and businesses are having to adapt to meet the needs and wants of their customers. Finally, Donna shares her thoughts on content marketing and how customers are wanting a more personal experience, both in support and sales channels. This episode of Amazing Business Radio will help you gain insights into how you can adapt to create an amazing customer experience.

“Think about the customer first and the employees always.” – Donna Peeples

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