Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is especially important for CX managers and front-line staff. You will learn what authentic employee empowerment and customer service is and how to achieve it. Empowerment is a term that is often thrown around when companies are looking for a solution to providing more seamless and empathetic customer experiences. And, oftentimes, companies “empower” their team members by loosening the rules a bit. But, is this true and authentic empowerment?
By listening, you will learn:
- the importance of authentic employee empowerment and customer service;
- how to empower your employees in a way that works for your business and your customers;
- the true benefit to customers and impact to business when authenticempowerment occurs;
- six structural factors that create a can-do culture that actually results in employees using their empowerment and supervisors spending less time on escalations, and much more.
An engineer by training, it’s no surprise that John’s approach to harnessing the benefits of a better customer experience is powered by his appreciation and skills for measuring and quantifying voice of the customer data.
His motto: If you can’t measure it, you can’t improve the management of it.
If you’d like to receive notice of John’s next webinar, or contact John to request he speak at a workshop or seminar, reach out here.
A 1970s trailblazer in CX, John turned industry thinking on its head with his groundbreaking research. Author of definitive CX books and more, John is now known worldwide as a leading expert on win-win customer care.