Episode 143: Interview with Mark Stanley
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About Mark Stanley:
Mark Stanley is a Customer Experience Designer, which he performs as a Director of Strategic Business Consulting for Genesys (www.genesys.com). He has worked in and for a variety of customer service related companies.
3 big ideas discussed in this episode:
- Most companies are lousy at identifying the ‘job to be done.’
- Most companies have inefficiencies in service delivery that annoy customers and drive up operating costs.
- Most companies miss opportunities to deliver a memorable experience when they interact with their customers, which encourages people to shop elsewhere.
To Connect with BIG Thinkers and Hear More BIG Ideas: http://TheBookDistrict.com
- Order Mark Stanley’s new book (order now)
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