Claire Boscq on How Great Work Cultures can make Great Customer Experiences

The way organizations treat their people reflects on their customers - a work culture that is driven by the level of happiness of employees boosts the bottom line of any company.

In the book Delivering Happiness: A Path to Profits, Passion and Purpose, Tony Hsie describes how Zappos defined their culture:

• Make customer service the responsibility of the entire company-not just a department
• Focus on company culture as the #1 priority
• Apply research from the science of happiness to running a business
• Help employees grow-both personally and professionally
• Seek to change the world
• Pay new employees to leave their company if the employee felt - there wasn't a fit

Oh, and make money too . . .

It sounds crazy? right? 

I found a great believer in these principles to be my guest: Claire Boscq

About Claire Boscq

Claire is an international Award Winning Customer Experience Expert, The BizShui Creator, Keynote Speaker & Consultant Awarded No 3 Top Global Customer Service Guru with three decades of expertise. Claire is an authority in the Customer Experience Industry. Author of 4 books; with a No 1 Amazon Best Seller in 2020.

And the great news is that she just moved from her beautiful island of Jersey! to Dubai 🎉

Claire's website: https://claireboscq.com/ 

Her latest book: BizShui, 9 Keys to Feng Shui your Business for Success: Enhance Customer Experience, Optimize Employee Productivity, Increase your Profitability

https://www.amazon.com/BizShui-Keys-Feng-Business-Success-ebook/dp/B09QFNGJQY 

 

What we discussed with Claire Boscq:

• How do you define what is a Service oriented Culture?
• Can toxic work cultures still have great Customer Experience?
• What are the major misconceptions regarding Customer Experience (CX)? What are the non-negotiables in CX?
• Who should be accountable in the organization to define how and what should be in the bucket list of CX?
• How do we make sure that departments that are not directly involved in CX feel part of the objective: Customer Experience or Customer Happiness?
• What are companies doing right or wrong on Customer Experience? 
• What actions that could be implemented tomorrow can you suggest for corporates to align their business culture to more customer centric

 

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