Details Have you ever been on the phone for an hour with customer service, and once you finally get to talk to a human to resolve your issue, they only say: “I’m sorry, I can’t help you.” And it’s true; they can’t. They don’t have the power or authority to resolve the problem. It’s frustrating … Continued

The post Episode 108: How Leaders Focus Externally to Improve the Customer Experience first appeared on ZENGER FOLKMAN.