Businesses that provide excellent Customer Service don’t do it with a single department or team, they have a culture dedicated to providing great support. In this episode, I walk through the 5 keys of how to create that culture of customer success in your company (and why you should do it).
2:47 Today’s episode is about customer service
4:30 It’s different from internal support team
6:40 How customer service makes or breaks a business
10:16 B2B perspective of customer service
12:40 What is Traditional support?
14:30 The customer success model and its importance
17:30 The CA story
23:08 Keypoint 1: It’s everybody’s role
26:27 Keypoint 2: It has to be driven from the top
28:59 Keypoint 3: Everyone knows their mission statement
31:30 Keypoint 4: Having a responsive culture
35:40 Keypoint 5: You got to leverage technology
37:30 Recap and Takeaways
Thanks for listening and checking out the show notes, any feedback, comments, or questions, send me a email at [email protected]