• Episode 27 | How to Align 69 Different Internal Entities to Achieve Great Customer Success

  • 2024/12/02
  • 再生時間： 30 分
  • ポッドキャスト

Episode 27 | How to Align 69 Different Internal Entities to Achieve Great Customer Success

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  • Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, Yorke transformed the customer experience without additional budget. He emphasizes the value of transparent communication, agile processes, and strong leadership in building trust and improving public satisfaction.

    "A great customer service that supports the success of any business is worthy of the right level of time and investment and can bring significant value to any organization." - Gary Yorke

    This conversation explores how Gary Yorke transformed Toronto City’s customer experience without increasing budgets. By focusing on empowerment, psychological safety, and data-driven strategies, he boosted service satisfaction rates by over 90%. He emphasizes transparent communication, agile processes, and culture as key to public sector success.
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あらすじ・解説

Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, Yorke transformed the customer experience without additional budget. He emphasizes the value of transparent communication, agile processes, and strong leadership in building trust and improving public satisfaction.

"A great customer service that supports the success of any business is worthy of the right level of time and investment and can bring significant value to any organization." - Gary Yorke

This conversation explores how Gary Yorke transformed Toronto City’s customer experience without increasing budgets. By focusing on empowerment, psychological safety, and data-driven strategies, he boosted service satisfaction rates by over 90%. He emphasizes transparent communication, agile processes, and culture as key to public sector success.
続きを読む 一部表示

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