Show #266: What Drives Exceptional Customer Service?

Special Guest: Sally Earnshaw, MD Blue Sky, Brightwave & G2G3.

What does a good customer experience look like? The consensus has changed over the decades. What we do know is, in a time-poor, one-click, cross-channel world, ‘polite and professional’ is no longer good enough.

All we hear about today is getting technology to do the work – AI, Big Data, all of those brilliant things that in the future are going to help with channel shift and personalisation. But, we are always going to need people to deliver great customer service. In the new world, every customer touchpoint across whatever channel, is an opportunity to add value.

So, we need to be wary of leaving behind the people element. Best-in-class companies are those who recognise that spending time and effort on customer conversations, combined with the right mindset and skills, drives value.

Join Sally Earnshaw, Blue Sky’s MD in sharing her insight and stories around what drives exceptional customer service, gleaned from years of working with organisations leading the way (and those aspiring to get there).

With a 20 year track record of working in senior positions, Sally has developed and executed sales and service transformation programmes in a wide range of operational environments. This lends a depth of understanding to all sorts of client situations with resultant gravitas to the messages she shares.

She has recently published her first book. Crack the Code: Upgrade your customer experience, one conversation at a time about the human code, called conversation, that’s undergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s a people, rather than a tech, thing it’s being neglected by all but the super-smart few.

Host: Jo Dodds