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Creating a Customer-Centric Culture: How Empowering Employees Leads to Outstanding Experiences - Beverly Hathorn
If you're feeling frustrated and overwhelmed by your employees' inability to deliver exceptional customer experiences, despite your efforts to improve, then you are not alone! Despite investing in customer service training, implementing new procedures, and providing incentives, your team may still be struggling to meet customer expectations. Instead of the desired result of improved customer satisfaction and loyalty, you may be experiencing decreased customer retention, negative online reviews, and missed opportunities for upselling. It's time to address this pain and find effective strategies to empower your employees for delivering exceptional customer experiences.
In this episode, you will be able to:
Explore why customer satisfaction is the keystone to successful business.
Learn how empowering your team can create exceptional customer experiences.
Discover the pivotal role HR plays in fostering employee engagement and customer satisfaction.
Grasp the delicate balance between supporting employees and maintaining standardized company rules.
Understand the profound impact of diversity, equity, inclusion and belonging on your organization’s health.
My special guest is Beverly Hathorn
We introduce Beverly Hathorn, a passionate customer satisfaction advocate with an impressive 25-year career trajectory in the corporate world. Starting out as a bank teller and later transitioning to more complex roles such as leading labour relations for an organization of 60,000 employees, Beverly's journey is nothing short of inspiring. Currently at the helm of Strategic HR Consultants, her unwavering commitment to creating high-functioning teams and facilitating outstanding customer experiences has remained core to her philosophy. As she continues to enhance productivity and collaboration, Beverly stays true to her vision — a customer-first culture.
Check out Troy Holt Consulting podcast: Make sure to listen to more episodes of the Troy Holt Consulting podcast to gain valuable insights and advice from industry experts like Beverly Hathorn.
Download and subscribe: Don't miss out on future episodes by downloading and subscribing to the Troy Holt Consulting podcast on your favorite podcast platform.
Share with others: If you found this episode informative and helpful, share it with your colleagues, friends, and anyone else who may benefit from the knowledge and expertise shared by Troy Holt and his guests.
Connect with Beverly Hathorn: If you're in need of customer satisfaction consulting or HR services, reach out to Beverly Hathorn at Strategic HR Consultants. Visit her website or connect with her on LinkedIn to learn more about her expertise and how she can help your business.
Explore the Small Business Administration (SBA): If you're a business owner or aspiring entrepreneur, take advantage of the resources and support offered by the SBA. Visit their website to access mentors, training courses, funding opportunities, certifications, and more.
Consider hiring for customer service excellence: When hiring customer service or customer-facing employees, prioritize qualities such as empathy, professionalism, and effective communication skills. Ensure that your team represents
Connect with Beverly here:
Website: https://customermeasures.com/
Linked: https://www.linkedin.com/in/beverlyhathorn/
Instagram: https://www.instagram.com/strategichrconsultants/
Facebook: https://www.facebook.com/strategiccustomercare/
Connect with Troy Holt here:
LinkedIn: https://www.linkedin.com/https://www.linkedin.com/in/troydholt
Twitter: https://www.twitter.com/https://www.twitter.com/https://twitter.com/TroyTalksMoney
Facebook: https://www.facebook.com/https://www.facebook.com/profile.php?id=100063546310389
Like, subscribe, download, and give a review of the Troy Talks podcast.
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By Troy
5
2828 ratings
If you're feeling frustrated and overwhelmed by your employees' inability to deliver exceptional customer experiences, despite your efforts to improve, then you are not alone! Despite investing in customer service training, implementing new procedures, and providing incentives, your team may still be struggling to meet customer expectations. Instead of the desired result of improved customer satisfaction and loyalty, you may be experiencing decreased customer retention, negative online reviews, and missed opportunities for upselling. It's time to address this pain and find effective strategies to empower your employees for delivering exceptional customer experiences.
In this episode, you will be able to:
Explore why customer satisfaction is the keystone to successful business.
Learn how empowering your team can create exceptional customer experiences.
Discover the pivotal role HR plays in fostering employee engagement and customer satisfaction.
Grasp the delicate balance between supporting employees and maintaining standardized company rules.
Understand the profound impact of diversity, equity, inclusion and belonging on your organization’s health.
My special guest is Beverly Hathorn
We introduce Beverly Hathorn, a passionate customer satisfaction advocate with an impressive 25-year career trajectory in the corporate world. Starting out as a bank teller and later transitioning to more complex roles such as leading labour relations for an organization of 60,000 employees, Beverly's journey is nothing short of inspiring. Currently at the helm of Strategic HR Consultants, her unwavering commitment to creating high-functioning teams and facilitating outstanding customer experiences has remained core to her philosophy. As she continues to enhance productivity and collaboration, Beverly stays true to her vision — a customer-first culture.
Check out Troy Holt Consulting podcast: Make sure to listen to more episodes of the Troy Holt Consulting podcast to gain valuable insights and advice from industry experts like Beverly Hathorn.
Download and subscribe: Don't miss out on future episodes by downloading and subscribing to the Troy Holt Consulting podcast on your favorite podcast platform.
Share with others: If you found this episode informative and helpful, share it with your colleagues, friends, and anyone else who may benefit from the knowledge and expertise shared by Troy Holt and his guests.
Connect with Beverly Hathorn: If you're in need of customer satisfaction consulting or HR services, reach out to Beverly Hathorn at Strategic HR Consultants. Visit her website or connect with her on LinkedIn to learn more about her expertise and how she can help your business.
Explore the Small Business Administration (SBA): If you're a business owner or aspiring entrepreneur, take advantage of the resources and support offered by the SBA. Visit their website to access mentors, training courses, funding opportunities, certifications, and more.
Consider hiring for customer service excellence: When hiring customer service or customer-facing employees, prioritize qualities such as empathy, professionalism, and effective communication skills. Ensure that your team represents
Connect with Beverly here:
Website: https://customermeasures.com/
Linked: https://www.linkedin.com/in/beverlyhathorn/
Instagram: https://www.instagram.com/strategichrconsultants/
Facebook: https://www.facebook.com/strategiccustomercare/
Connect with Troy Holt here:
LinkedIn: https://www.linkedin.com/https://www.linkedin.com/in/troydholt
Twitter: https://www.twitter.com/https://www.twitter.com/https://twitter.com/TroyTalksMoney
Facebook: https://www.facebook.com/https://www.facebook.com/profile.php?id=100063546310389
Like, subscribe, download, and give a review of the Troy Talks podcast.