The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Making magic: Simon T. Bailey on the platinum service principles that create lifelong customers
Episode guests
Podcast summary created with Snipd AI
Quick takeaways
- Creating memorable moments for customers is crucial in customer service.
- Fostering operational excellence empowers employees to deliver exceptional service.
Deep dives
The Importance of Being the Spark in Customer Service
In this podcast episode, Simon T. Bailey, author of 'Be the Spark,' discusses the importance of being the spark in customer service. He shares a personal story from his time at Disney, where he realized the significance of creating memorable moments for guests. Bailey emphasizes the need for leaders to foster an environment of operational excellence that empowers employees to deliver exceptional service. He highlights the concept of emotional congruence and how businesses can implement it to align their purpose with profit goals and drive customer loyalty. Bailey also discusses the key principles of platinum service, with a focus on personalizing the customer experience as a critical factor for transforming ordinary service into extraordinary service.
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