Customer Experience is a philosophy to be embraced by everyone within an organization, from the highest executive level down to the most recent hired. Like all projects it requires a strategy and a leader. Shep Hyken, a customer service expert, professional speaker and New York Times bestselling business author, visits Guudjob’s Customer Experience Academy to explain what leadership in Customer Experience really means.
If you do not have time to watch the video, you can read this brief summary:
Everybody is potentially a leader
According to the Business Dictionary, a leader is a person that holds a dominant or superior position within its field, and is able to exercise a high degree of control or influence over others.
When it comes to Customer Service, Shep states that everybody can cover the leadership role. The term ‘leadership’ doesn’t allude necessarily to an executive of or a manager so, in the Customer Service field, anyone who can handle different situations can potentially be a leader.
«You don’t need the title of manager to be a leader», Shep says. «You do the right thing, because you know it’s the right thing to do».
Monica Davis, President of Atela Productions, Founder and Publisher of Exceptional People Magazine, supports the idea that leadership goes beyond the corporate office because many people have a natural ability to lead. According to this, Seth Godin believes that leadership is about people who have passion about something.
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