Identifying and Eliminating Friction for Your Customers and Employees
Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience.
Top Takeaways:
Quote:
"Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service."
About:
John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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