“One of the things that differentiates my work is that it stems from experience as a business owner, association leader and board member. And I’m still studying, researching and applying what I learn about leadership today, both with my clients and in the organizations in which I’m privileged to have a leadership role.
I’ve written, spoken and advised about great customer service for years. Not too long ago I had an epiphany: I was emphasizing the wrong thing. Don’t misunderstand. Customer service is important. But it is a tool, not the structure you are trying to build. It is a means to a more important end. What really matters is customer success. Is your customer more successful because they did business with you?“
Their day was easier. The product solved a problem. The experience enriched their life.