Customer Service Excellence in a Downturn: A Panel Discussion
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We are no longer in the customer service economy—we are in the customer experience economy. However, because businesses are distracted by the economic downturn, most have forgotten the importance of the voice of the customer. In this podcast panel, Marcia Johnson, Senior Operations Officer of Glacier Bancorp Inc; Dennis Snow, author of Lessons From the Mouse: Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life; and Mary Malone, MS, JD, President of Malone Advisory Services, discuss how to achieve customer service excellence in a recession.
Tags:
economic crisis
Glacier Bancorp Inc.
contact center
after call survey
Customer Engagement
call center representative
performance management
customer service
Snow Associates
customer satisfaction
Mary Malone
Disney
Malone Advisory Services
Lessons from the Mouse
call center
csr
