Every time Ken’s off to travel, he has several customer service exchanges that offer mini-case studies in business. This week an exchange made Ken ask:
- Is your company creating engaging experiences for your customers and are you immersing yourself in that experience with them?
- Are there areas in your business that frustrate your customers and are you offering the right amount of attention to gratify their experience with you?
This lesson stemmed from the Knowledge Coop’s current book club choice, Leadership and Self Deception. The book examines how individuals put themselves in a “box” where self-justification leads to a distorted reality.
Click play to hear Ken’s take on how we can “get out of the box” to better serve our customers and our business.
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