Putting great customer service at the heart of your business

The video discusses the importance of hiring people who value customer service, emphasizing that it comes from the heart. The company gathers customer feedback before launching new products and avoids using questionnaires, focusing instead on providing peace of mind and trust. Customer liaison executives, mainly women working from home, play a crucial role in maintaining customer relationships. The approach has been successful and sustainable as the company grows. The holistic nature of customer service is highlighted, stressing the importance of caring for staff to ensure they care for customers.

What is considered the most crucial aspect of the business according to the speaker?

• Product innovation

• Financial management

• Customer service

• Marketing strategies

How does the company gather feedback on new products?

• Using focus groups

• Via social media polls

• By conducting customer clinics

• Through online surveys

Why does the company avoid using traditional questionnaires?

• They are time-consuming

• They don't provide actionable feedback

• They are not user-friendly

• They are too expensive

What is unique about the company's customer liaison executives?

• They work from a central office

• They are outsourced from another company

• They are mainly men

• They work from home and have flexible hours

What is the holistic approach to customer service mentioned in the video?

• Focusing solely on customer feedback

• Hiring more customer service representatives

• Integrating customer service into every aspect of the business

• Providing discounts to loyal customers