This week on the CX Guru, Eric Michrowski answers 5 listener questions. He explores topics on Customer Effort and the impact on Service Design, the importance of Empowering team members, Contact Center Metrics and ways to shift them and the Best Service Metrics to implement is service based roles to drive the right Customer Experience outcomes.Listen more Episodes: <a href="https://thecustomer.guru/">https://thecustomer.guru/</a>Powered By Propulo Consulting: <a href="https://propulo.com/">https://propulo.com</a>/ Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices">megaphone.fm/adchoices</a>

Episode 6 - The Science of Service: Behind one of the best Customer Experience Books with Dr. Mark Colgate

Every business comes to life through its Service Experience. Your business success depends on whether your Customers are loyal to YOU. That’s where real value and profit is created. Great companies ubiquitously have great customer experiences. A thin red line divides those that invest and consistently deliver what their Customers need and those that fail and get disrupted. In competitive and challenging times, leaders need to double down on their Service Experience. Learn and grow the value you create. Grow your success. Be on the right side of that thin red line. The CX GURU with host Eric Michrowski, a globally recognized Ops & Customer Experience Guru, public speaker and author explores through leader interviews how to increase the value you create, distinguish yourself from the pack, grow your business and your success. Your business success story begins now.