Transformation in Customer Service with Crispin Thompson | Align Your Business to This Idea of Experience

Today we’re going to talk about transformation and how to really focus and align your business to this idea of experience. To do that, we brought on Cristin Thompson who is currently the Vice President of Sales Enablement and Customer Engagement at QSC. You always want to make sure you’ve captured what was said, what was written, or what was conveyed. Now, do we need the faster horse? Or do we need to build a car? That all comes back to what your strategy is for your company or organization. Whether to take the advice of your customers really depends on what type of business you’re running and where you’re wanting to go.

• Crispin’s Background 1:00
• Where he goes when starting these initiatives 5:22
• Deciphering when to know that your way is better than what the customer thinks they want 7:25
• Why aren’t companies able to turn feedback into action? 11:11
• Final thoughts 16:29

“If you’re thinking more about an outcome driven type exercise, meaning ‘I wanna help people get faster from point A to point B,’ I don’t necessarily care about the means of locomotion, that frees you up to interpret that as ‘Oh they’re saying faster horse, but guess what. This brand new thing I’m thinking about is gonna help us close that gap. It’s gonna change everything, and we’re gonna have to help them get there.’” 8:24

www.linkedin.com/in/crispinthompson/