The Director of Offering Management at IBM, Brian Chaput, has a great quote: “Your brand is the sum of all your customer interactions.” It’s so true! Every member of your team should know how they contribute to the customer experience, whether it’s direct interaction with customers or behind the scenes work—it all impacts the customer experience. Everyone has some impact, in some way, on the customer’s experience.
Learn more in this week’s video!
Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.
