Utilizing Consumer Feedback to Eliminate Friction and Improve Service
Shep Hyken interviews Scot Pickerill, Vice President for Inside Sales, Service, and Sales Operations in the Americas at Fender. He discusses using customer and employee feedback to evaluate and improve customer experience.
Top Takeaways:  
·      Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future.
 
·      Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.
 
·      Make a note of the issues that happen often. Document them, and determine if they are an anomaly or brewing bigger issues. Proactively share what you have learned with everyone in the company.
 
·      Treat your customers as partners. If you partner with them by helping them, you are not just selling them a product. You are helping them succeed.
 
·      Reach out to customers who leave a negative comment, ask them about what happened, and let them know what you can do for them. You will often end up with a happy customer that will potentially come back and do more business with you.
 
·      Plus, Scot shares how buying behaviors have changed in the last couple of years and how businesses can design their strategy to meet customer expectations. Tune in!
Quote:
"It's one thing to listen to customers. It's another thing to take action. We're all about doing both."
 

About:  
Scot Pickerill is the Vice President of Americas Inside Sales, Service, and Sales Operations for Fender. He previously worked with Fortune 500 companies, including Allstate Insurance Co., Bank of America, and American Express.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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