The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

How strong company culture leads to high customer satisfaction

Oct 3, 2024
Guest
Robert Richmond
Guest
Bobby Stapleton
Robert Richmond, author of The Culture Blueprint, joins Bobby Stapleton, Intercom's Senior Director of Human Support, to discuss how company culture drives customer satisfaction. They delve into the balance of using AI while keeping a human touch in service. The conversation highlights companies like Zappos as role models for navigating change and empowering employees. They also stress the importance of listening to customers to build a stronger, service-oriented environment that fosters loyalty and enhances operational performance.
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Episode notes
1
Intro
00:00 • 3min
2
Cultivating Strong Company Culture
02:31 • 16min
3
Empowering Employees Through Service Culture
18:51 • 4min
4
Creating a Customer-Centric Experience Through Effective Listening
22:24 • 2min
5
The Impact of Leadership Behavior on Company Culture
24:43 • 4min