53 min listen
Ep. 140: Comcast’s Charlie Herrin | How Follow-up Calls Can Inspire Change
Ep. 140: Comcast’s Charlie Herrin | How Follow-up Calls Can Inspire Change
ratings:
Length:
31 minutes
Released:
Sep 20, 2018
Format:
Podcast episode
Description
Follow-up calls offer an opportunity to hear real customers describe, in detail, the things that make them love your company, or not. And they can involve senior executives in learning what it’s like to be an average customer or an average frontline employee—to get out of the mindset of “corporate” and into the world where customers interact with your company every day. In this episode, Rob Markey continues his conversation with Charlie Herrin, Comcast’s chief customer experience officer, who has been leading Comcast’s multiyear Net Promoter turnaround. He discusses some of the most important drivers of culture change there.
Released:
Sep 20, 2018
Format:
Podcast episode
Titles in the series (100)
Ep. 20: Making customers royally happy: Hotel legend Horst Schulze explains how he engages his staff to provide world-class service to guests of his luxury hotels. by Customer Confidential: Untold Stories of Earned Growth