Beyond Satisfaction: Customer Delight скачать в хорошем качестве

Beyond Satisfaction: Customer Delight

In this episode of Executive Edge, Greg Anderson sits down with David Hargraves—CEO of Pharma Logistics, Navy veteran, and seasoned healthcare supply chain leader—for a compelling conversation centered on the power of customer delight. David reveals the pivotal moments that shaped his leadership philosophy and explains why “satisfied” customers are never the goal. He breaks down how a relentless focus on customer delight, paired with uncompromising compliance and operational rigor, fuels Pharma Logistics’ growth and differentiates its service experience. David also opens up about the mentors who influenced his career, the unexpected turns that built his resilience, and the mindset forged during his military service. From mastering complex pharmaceutical regulations to cultivating trust-based, service-driven teams, David offers practical strategies for leaders committed to delivering exceptional experiences that go beyond expectations. A dynamic and energizing discussion for anyone looking to elevate customer relationships, inspire team performance, and create lasting impact through the pursuit of true customer delight. Summary of Key Sections from this Episode (Timestamp = “Minutes:Seconds”) 00:00 - Customer Satisfaction vs. Delight 00:02:21 - David’s Journey in Supply Chain 00:19:07 - Joining Pharma Logistics 00:23:37 - Understanding Reverse Logistics 00:29:59 - Importance of Compliance 00:34:38 - Taking Customers Beyond Satisfaction to Delight 00:39:45 - Empowering Employees to Delight