Bruce Temkin, one of the speakers at the Compete Through Service Symposium, shares his takeaways from the presentation by Mike Gathright, Director of Americas Customer Services at Amazon.com
Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. It was an excellent event. I was impressed by what the CSL is doing to equip future customer service/experience leaders.
One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC3. It’s no accident that Amazon.com scores so consistently high in the Temkin Experience Ratings and Temkin Customer Service Ratings. The company works on it.
I really love one of the company’s tenets, Relentlessly advocate for customers. It sounds like something that all companies should strive to do.
Gathright explained that Amazon.com has three key priorities:
- Empower your people
- Listen to customers
- Invent for customers
View original post 291 more words