Every success in my career is a result of my awareness, caring for and understanding people's emotions. I've learned to build customer-centric cultures by patiently listening and building bridges across an organization so that people have a voice and a stake in the process. Small wins are big wins. Building relationships with advanced interpersonal and customer service skills is a key to success with executives, colleagues, employees, customers or vendors.
I founded Advanced Service Knowledge, to help companies reduce the learning curve of achieving customer driven growth and help them make confident technology decisions. Why? Because it is up to 7x costlier to find new customers than to get more from your existing happy customers. My focus is on early adoption of CX programs because costs grow exponentially as the company grows.
Customer Care used to be considered a "cost center" to service them after the fact. Operationally, you must kill tactic. Due to the Internet of Things (IoT)today's customer is far more informed and does not rate your company within your industry. They are no longer just comparing you against your competition. They are first comparing you against every other company experience. Its vital to monetize the Customer Experience and devote the budget and long term strategy for your CX programs.
An effective CX program is founded on a great Employee Experience program.
The Employee Experience translates into effective management and leadership, engaged happy employees, decreased employee turn-around, increased customer success and retention, increased customer average value, accelerated company success.
When I was 17, I sold a washing machine to Aerosmith's bass player, Tom Hamilton! That's when I learned my most valuable customer experience lesson.
I started playing bass 3 years earlier and "Tom" was one of my "God's."
After I sold Tom the washing machine, the store owner said to me, "That's how you should treat every customer, like they are your hero."
Those words became a cornerstone of my career.
I love what I do and I can help you. Let's have a conversation. I'll buy the coffee. Send a quick note to firstname.lastname@example.org or call
My diverse 30+ year career is immersed in improving the customer's journey, the experience with a company. I've managed customer facing teams for Fortune 500 companies in the technology and automotive industries. I've managed world-class IT teams who delivered outstanding IT service and support for 1000 employees. I developed and taught Soft Skills training workshops for the state's Mass One Stop Career Centers. I was recognized by BMW for achieving the highest customer satisfaction service rating (CSI and CSAT) of the ten largest New England dealerships. My home remodeling company was awarded Service Provider of the Year by Angie's List. I've been a guest speaker at Boston College speaking on the importance of people skills for entrepreneurs. Get my eBook" Building Better Teams, Volume 1: Exceptional: Why A Great Skill Set Isn't Enough."
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