Winning the World Cup in Customer Experience

AMAZING BUSINESS RADIO: GREGORIO UGLIONI

Top Takeaways:

  • Customer service is a team sport where different experts and teams empower and learn from each other to provide an amazing customer experience.
  • What can customer service teams learn from soccer teams?
  • Turn customers into fans. Fans are emotionally invested and will defend their teams no matter the game’s result. When companies provide great experiences, they will earn “fans” who will continuously choose them over their competitors and become brand ambassadors who recommend them to everyone they know.
  • Customer service teams should have one common goal. Each team member has their own role, but they work towards a common goal — winning the match. In customer service, different teams, such as the customer support team, the social media department, and the sales team, have their individual roles. Still, the goal must be unified to win the customer over with an amazing experience.
  • Players must be trained to improvise. During a soccer game, players don’t ask permission from their coach before making a move. They are already empowered by their training, strategy, and team support even before stepping into the field. Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer.
  • Plus, Gregorio talks about how organizations can create a customer service architecture that can help teams provide a winning experience. Tune in!

Quotes:

About:

  1. What is customer service architecture?
  2. What is the link between soccer and customer service?
  3. What can customer support teams learn from customer service teams?
  4. How can customer feedback benefit a business?
  5. Why is empowerment important in customer service?

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Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!

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Shep Hyken

Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!