• Shep Hyken's latest article explores why it is important to never relinquish control of your customers' experience of customer service. #cx #leadership #psychology #success
Keynote Speaker, Best-Selling Author and LinkedIn Top Voice - follow for Human-Centered Change and Innovation Insights.
Customer Service is Never Out of Your Control: "Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing. Upon checkout, I was asked, “How was your stay?” I responded, “I love this hotel. It’s too bad about all that noise from the road construction.” The front desk employee practically cut me off and curtly stated, “It’s out of our control.” Of course, I knew it wasn’t the hotel’s fault. I didn’t blame them, but she was quick to point that out anyway. I can only imagine ..." Continue reading Shep Hyken's latest guest post for Human-Centered Change & Innovation here: https://lnkd.in/gtZYVWPk #customerservice #customercentricity #customerexperience #marketing