Gerry Brown is The Customer Lifeguard, saving the world from bad customer service.

He has over 40 years’ experience in the contact centre industry, and helps businesses save customers at risk and breathe life into their customer service operations and customer experience strategy.

Today, he shares the 4 key pillars of a successful customer experience strategy.

 

The 4 pillars which make world-leading companies great (04:51)

1. Culture

2. Communication

3. Commitment

4. Community

You'll Learn:

• The relationship between employee experience and customer experience (08:19).

• Solutions to the company culture challenges created by work-from-home, based on what Gerry is hearing from senior leaders (13:14).

• Why cross-functional collaboration is essential to your organisation’s success, and the proven (yet simple) approach Gerry recommends clients use (18:38).

• The very first thing to do when it comes to improving employee experience and customer experience (26:37).

• Gerry’s 3 tips when it comes to enhancing organisational engagement, in order to improve customer experience (29:54).

   

Full show notes: https://bravatrak.com/gerry-brown-podcast 

Connect with Gerry on LinkedIn: https://www.linkedin.com/in/gerryhbrown/

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