This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the…
Tag Archives: front-line employees
How Sonic Innovations creates sustainable word of mouth by empowering front-line employees
Sonic Innovations, a Salt Lake City hearing aid manufacturer, gives customer service employees the authority to make a wide range of decisions in an effort to make customers happy, including offering refunds, swapping one product for another, giving away free batteries, and providing free consulting services. In an interview with Sonic Innovations president Andy Raguskus,…
