Why leadership has the biggest impact on customer experience | Video Seminar Overview скачать в хорошем качестве

Why leadership has the biggest impact on customer experience | Video Seminar Overview

Leadership has the single biggest impact on customer experience. Happy customers are the result of a happy team and customer and employee experiences are inextricably linked. The strongest service cultures have an organisation-wide commitment to taking care of their customers, whether in frontline or support roles that serve those who directly serve customers. Leadership is the lever that drives customer focus. It is also the most significant enabler of any team member’s ability to deliver an exceptional service experience. The level of customer focus of a team is directly proportionate to the leader’s focus. It begins with the CEO and the executive and extends to every people leader within the organisation. In this Video Seminar, Monique Richardson addresses the following questions: • What are the qualities of exceptional service leaders? • Why is there such a strong link between customer and employee experience? • Why is it so important from a leadership perspective to have clearly defined service standards? • How does coaching and feedback from leadership improve a service culture? View the full Video Seminar by visiting: https://www.iidmglobal.com