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Summary:
This conversation is an episode of the CX Passport podcast, featuring Francesca Tempestini, a former employee at Disneyland Paris and a passionate advocate for customer and employee experience. Francesca discusses her realization that what she was doing at Disney was customer experience before it was even labeled as such. She emphasizes the importance of equipping employees with the right training and culture to deliver exceptional customer experiences. Francesca also shares her approach to being the face of the Disney brand in her role as Guest Relations, which involved actively listening to customers, investigating their concerns, finding solutions, and reporting back to the company. Key Points: – Francesca discovered the concept of customer experience through a book called “Be Our Guest” by the Disney Institute.
– Equipping employees with the right training and culture is crucial for delivering exceptional customer experiences.
– Actively listening and using empathy are key components of providing great customer service.
– Investigating customer concerns by engaging with different departments within the company is essential for finding solutions.
– Reporting customer issues and solutions is important for continuous improvement and for preventing similar problems in the future.
Key Statistics:
No statistics were mentioned in the podcast episode.
Key Takeaways:
– Equipping employees with the right training and culture is essential for delivering exceptional customer experiences.
– Actively listening to customers and using empathy helps in understanding their needs and concerns.
– Investigating customer issues by collaborating with different departments within the company can lead to effective solutions.
– Reporting customer issues and solutions is crucial for continuous improvement and preventing similar problems in the future.
– Communication and collaboration are the keys to providing outstanding customer service.
– Being the face of a brand requires a deep understanding of the company’s values and vision.
– Building trust with customers is crucial for creating memorable experiences. – Customer experience involves both the customer’s perception and the company’s ability to meet or exceed their expectations.
– Employee experience impacts customer experience, so it’s important to focus on both.
– Customer issues should be seen as opportunities for improvement rather than failures.
– Customer insights gathered by frontline employees can drive process improvements and enhance the overall customer experience.
– Creating a culture of trust and accountability within the company is essential for reporting customer issues and implementing improvements.
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