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The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service by Ed Horrell

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Make Your Company What You Want it to Be

Let’s take a look at the step-by-step process that your company can take to make it what you want it to be. By following these steps, in order, you’ll see a change in the way your company does business and the way your employees will treat your customers.

Step One: Survey Your Customers

I usually suggest a Web-based anonymous survey with no more than twenty-five questions. The questions should be multiple choice and sent to every customer if possible. If that is not possible, you should attempt to contact a substantial sample of your customer base. Make sure you get input from your employees. Remember what your objective is here. It is to get information from your customers as to ways in which you can ...

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