Obviously, a customer service department is needed, but the traditional customer service mentality needs to be replaced by a tribal mentality.
Employees from all levels of the business should actively be making connections with customers. Not just when a customer is having trouble, but through every phase of business. Here’s a great idea: Each day, allow one randomly selected customer service phone call or email to make its way to the CEO. Let the CEO connect with the customer. Imagine that, a CEO listening to a customer’s problems and helping to solve it!
Source: “Learning to View Your Customers as a Powerful Tribe”
Original Publication: ChangeThis