Demystifying Delight: Customer Experience Promises in Action

**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Alan McNab, Vice President of Customer Advocacy at NCR Corporation: At the heart of every business is customer relationships, and the key to great ones is trustworthiness, substantiated by keeping commitments. NCR is enjoying great strides in business results by implementing this universal truth throughout its service organization, and internally as well. In-depth listening sessions with customers revealed confidence issues that couldn’t have been discovered otherwise, and in response, NCR is empowering customer engineers with negotiation skills to coordinate their productivity with customers’ availability, and improve all parties’ satisfaction and business results. NCR lets customer engineers focus on keeping customers well-informed and becoming masters of their craft, over-riding traditional non-customer-centric Service Level Agreement (SLA) metrics. Productivity, teamwork, and passion soared as employees put their hearts into their work and customer relationships. Alan McNab will describe NCR’s change management journey in engaging executives and employees company-wide in living their brand promise to delight customers. Join our discussion on BlogTalkRadio’s Customer Experience channel to learn how to transform your business results by building a customer-centric culture through customer experience management best practices. See interview summary at http://clearaction.biz/blog