Disrupting the Customer Service Model to Create an Exceptional Client Experience

In our latest podcast, John Evans, Ed.D., Head Strategist of Knowledge Labs™, interviews Betsy Sanders, a former vice president and general manager with the famously customer service-orientated Nordstrom department store chain and best-selling author of “Fabled Service: Ordinary Acts, Extraordinary Outcomes.”

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Disrupting the Customer Service Model to Create an Exceptional Client Experience - John Evans Jr., Ed.D.

Key Takeaways

  • To create a tremendous client experience in a commoditized world, we must find ways to disrupt the standard model of customer service.
  • While most organization charts place service-oriented personnel at the bottom, the disrupted model inverts the pyramid and places them at the top.
  • The first step is to ensure the experience is focused on what’s important to the client, then empower members of your team to create memorable moments based on each client’s unique needs and expectations.

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