On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. A key point for Elaine is how companies are undervaluing the contact center and the rich opportunities that exist there to gain customer insights.
In a key story, Elaine shares how an agent, by truly listening to the customer and building a sincere empathetic connection, helped grow a two and half pound donation into a 250 thousand pound donation a few months later. Agents matter and businesses that understand that will reap the financial rewards.
My conversation with Elaine extends beyond the contact center into a discussion around the perils of averaging customers into an amorphous blog and how you can’t avoid the customer when you’re listening to them (leaders…call listening…it’s going to impact you in ways you wouldn’t expect…start listening now). And of course we talk travel with a heartwarming story of being welcomed into homes across Cuba and how to be a traveler in your own city.
You can view the full podcast below, or choose one of these other channels to view this podcast and more:
Apple Podcasts: http://bit.ly/applecxpassport
Spotify: http://bit.ly/spotifycxpassport
Web: http://cxpassport.com
YouTube: https://bit.ly/youtubecxpassport
Rick is a CCNG member, a CX Advisor, and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.
