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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 afleveringen
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 afleveringen
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