261: Building a Truly Customer Centric Culture; with Michael Hinshaw

Building a Truly Customer Centric Culture; with Michael Hinshaw Embark on a transformative journey with Michael Hinshaw of McorpCX, a beacon in customer and employee experience, as we unlock the secrets to fostering a customer-centric culture in support scenarios. Michael bestows his expertise on the intricacies of nurturing an environment where support staff thrives and customer interactions flourish. We dissect the sobering reality of how internal practices can inadvertently lead to employee burnout and compromised service, emphasizing the necessity for a supportive ecosystem that empowers workers to embody their company's values and ethos with every customer exchange.  Drawing on the profound insights of Brené Brown, our episode delves into the pivotal role of empathy and empowerment in customer support. Discover how cognitive empathy becomes a lifeline for maintaining sincere connections amidst a myriad of communication styles, and how the dexterity of support teams in adapting their approach can lead to resolutions that resonate with customers. We also unravel the delicate balance between autonomy and accountability, illustrating how giving support teams the latitude to creatively solve problems within a guiding framework can translate into extraordinary customer experiences and, in turn, bolster business success. Join us for this enlightening episode as we explore these critical dimensions of customer support with Michael Hinshaw, and learn how to elevate service to an art form.Michael has recently written a book on his “Experience Operating System”. Check it out!Support the show

Om Podcasten

Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.