Скачать или смотреть How to Identify and Eliminate Negative Cues in Business

Join John DiJulius and Denise Thompson in episode 222 of The Customer Service Revolution podcast as they discuss the need for companies to audit their businesses for negative cues.
Summary:
In this episode of the Customer Service Revolution, Denise Thompson and John DiJulius discuss the changing landscape of customer service, particularly focusing on Southwest Airlines. They explore how the airline, once a leader in customer satisfaction, is facing challenges due to management decisions prioritizing profits over customer experience. The conversation delves into the importance of employee engagement, the impact of negative cues in customer interactions, and the need for businesses to maintain a customer-centric approach to thrive in a competitive market.

Takeways:
Southwest Airlines was once a leader in customer service.
The airline's profitability has declined due to management decisions.
Happy employees lead to happy customers.
Negative cues can significantly impact customer experience.
The language used in customer interactions matters.
Management's paranoia can lead to overly strict policies.
Companies built on customer experience tend to outperform others.
The tone of voice in customer service is crucial.
Southwest's shift from open seating to assigned seating reflects broader industry trends.
Customer service strategies must evolve to maintain relevance.

This episode is sponsored by Fin. Learn more at Fin.ai/csrevolution

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John DiJulius is considered "The Authority" on customer experience. His keynote presentations have motivated and inspired audiences from Entrepreneurs Organization, YPO, Nestle and Marriott to Chick-Fil-A and many more. His real life stories are lessons long remembered by attendees. Learn more about John and how to book him for your next event at: https://johndijulius.com/

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