195: The Key to Successful Multi-Location Management

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need for daily habits, technology's role in enhancing customer experience, and strategies for engaging remote teams. They also touch on the importance of continuous improvement and feedback in maintaining high standards of service. Takeaways

• Creating consistency is crucial when scaling a business.
• Rapid growth can compromise customer experience.
• Buttoning up systems is essential for success.
• Proof of concept helps identify mistakes before a full rollout.
• Training should be practical and prescriptive.
• Daily habits keep customer experience top of mind.
• Engaging remote teams requires innovative communication strategies.
• Technology can enhance personalization in customer service.
• Continuous feedback is necessary for improvement.
• Regular training and updates are vital for all employees.

Chapters

00:00Creating Consistency Across Multiple Locations 03:08The Six Components of Customer Experience 05:54Proof of Concept and Training Rollout 09:00Sustaining Customer Experience Training 12:05Daily Habits for Customer Experience 15:05Engaging Remote Teams 18:05Technology's Role in Customer Experience 20:47Continuous Improvement and Feedback 24:03Final Thoughts and Resources

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