and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
Automate the Process, Never the Relationship Featuring Matthew Barnett
- Prioritize your company culture above anything else. When customers purchase from you, they’re really buying into your culture.
- The first thing you do should be to define your company’s culture and values. Do this early on with intention instead of waiting for it to happen accidentally in the future. Be specific about what your values are.
- Assemble a team of your colleagues and employees and work together to define and refine your company’s culture. The people you hire affect the culture you build—for better and worse.
- Any time you communicate with your customers, make sure you do so in alignment with your values.
- Find the customers that align with your culture and values. Don’t be afraid to “fire” customers if they aren’t a good fit.
- Creating an amazing customer service experience really comes down to the idea of delight. Any company can delight their customers.
- Build a process where you work delight into various points along the customer journey. The first step is to map out your customer journey and then recognize those opportunities.
- It can be difficult to work in delight into an online business—but the opportunity is HUGE. Again, it’s all about mapping the journey (which can be easier online) and putting a process in place.
- Creating processes for amazement will eventually become part of your company’s culture. Employees will love it and customers will become “superfans.” This helps you build a great reputation.
- Automate the processes you build, but never your relationships. Never sacrifice the human element.
“Customer service should be your growth team. These are the people who turn your customers into superfans who then go and tell all their friends about you. Whether you’re B2B or B2C, it doesn’t matter. Your service center is your growth team.”
Matthew Barnett is the CEO and “Papa Bear” of Bonjoro. Originally trained as a designer and artist, Matthew is committed to building both great products and great culture. His goal is to be the next Zappos—the most loved brand in the world.
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