Issue link: https://iconnect007.uberflip.com/i/1499197
16 PCB007 MAGAZINE I MAY 2023 The service connection with customers is often limited to a single employee having a point-to- point connection, which can leave a business vulnerable. So, we try to form as many con- nections on different levels as possible. If you have meaningful, strong connections within your client base and provide great service, you can weather the storms, because, let's face it, every relationship goes through some rough patches. When it comes to the importance of mak- ing connections, business is no different than life—the more connections you make, the more opportunities you have. Or it's the more identifiable network nodes you have that give you different routes you can take to avoid feel- ing stuck or alone. A customer service depart- ment that brings in an entire team, a whole army, will feel relied on and supported. In life and culture, trends are shiing. Fam- ilies used to comprise five or six people. Now families have one or two kids, at most. Peo- ple don't have large networks anymore, like when brothers and sisters, aunts and uncles, and everybody used to live next to each other. Families and communities used to be phys- ically connected. Now everyone is spread out, and we're trying to figure out a way to reconnect. It's a challenge for businesses, indiv idu- als, family, friends, and the community. How do you open the door for connection? Silos can lead to loneliness and depres- sion. Connecting to peo- ple is really a lifestyle, and business is the outcome of relationships. If I oversaw customer ser- vice and wanted to re- imagine the department, what advice would you give me? Create a conversational-based customer ser- vice department. To have a good conversation, you must ask good questions. Feedback is key to customer service and product development. If you're not asking good questions, then you're not servicing your customer. If customers have already bought the product—tasted the sauce, so to speak—is that all there is? No, that should be the foundation of your next product launch or iteration. It's all based on communicating with your current customers. Start with the truth. e truth is relative; it's based on your cus- tomers' needs and wants. e key is to be cus- tomer-obsessed. If you don't know who your customer is personally and professionally, then you're dead in the water. Thank you, Joey, for taking some time to meet with me today. I wish you all the best. ank you. PCB007