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.
James Dodkins on Putting the Employee First, the Customer Second
It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction?
Shep Hyken interviews James Dodkins who shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus. Shep speaks with James about his idea of what it looks like for companies to put employees first and customers second. James shares seven key components to creating a working culture that best allows for customer success, when the employees are taken care of first and foremost.
Download James’ book Foundations for Customer Centricity at no charge!
- Seven components to creating a culture of outstanding customer experience:
- Vision: Have a core understanding of who your customer is, what their needs are, and what a successful outcome would be.
- Align: Align the vision around the delivery of those specific things.
- Capability: Make sure the people within the company are skilled enough to make the vision come to life.
- Workplace: Have the right environment for the right employees, to ensure the best work is being done.
- Incentive: Make sure workers are getting paid for doing the right and important things, not just doing mundane tasks.
- Resources: People within the company must have the budget to be able to make the right things happen for the customer.
- Empowerment: Without this key component, the rest don’t work. Workers must feel confident that their decisions will be supported by leadership within the company.
James Dodkins is the author of Foundations for Customer Centricity. He helps companies create outstanding and unforgettable customer experiences, and travels the globe learning the secrets of the world’s best performing companies, and uses that information to help organizations replicate that success. He specializes in customer experience and customer centricity.
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