Gå frakoblet med Player FM -appen!
Episode 12: How Stanley Black & Decker achieves the highest customer satisfaction in the U.S., with Orlando Gadea
Manage episode 362108166 series 3447443
Stanley Black & and Decker received the highest score for customer satisfaction in the Wall Street Journal’s latest Management Top 250 ranking. This episode is about how that was achieved. It's a conversation with the company's Global Vice President of Customer Experience Transformation, Orlando Gadea. We talk about:
- How to view customer support from a marketing perspective;
- The main purpose, and side benefits, of customer support; and
- Striking a balance between self-service, automation, and live-agent support.
To learn more about Orlando Gadea, follow him on LinkedIn here: https://www.linkedin.com/in/orlandogadea/
To learn more about John Walter, follow him on LinkedIn here: https://www.linkedin.com/in/jowalter/
47 episoder
Manage episode 362108166 series 3447443
Stanley Black & and Decker received the highest score for customer satisfaction in the Wall Street Journal’s latest Management Top 250 ranking. This episode is about how that was achieved. It's a conversation with the company's Global Vice President of Customer Experience Transformation, Orlando Gadea. We talk about:
- How to view customer support from a marketing perspective;
- The main purpose, and side benefits, of customer support; and
- Striking a balance between self-service, automation, and live-agent support.
To learn more about Orlando Gadea, follow him on LinkedIn here: https://www.linkedin.com/in/orlandogadea/
To learn more about John Walter, follow him on LinkedIn here: https://www.linkedin.com/in/jowalter/
47 episoder
Alle episoder
×Velkommen til Player FM!
Player FM scanner netter for høykvalitets podcaster som du kan nyte nå. Det er den beste podcastappen og fungerer på Android, iPhone og internett. Registrer deg for å synkronisere abonnement på flere enheter.