Episode 27 - Ken Parson

Ken is one of Canada's leading authorities on the psychology of Customer Experience Management and focuses solely on helping companies use the power of the customer experience to retain customers, build their market share, and improve the performance of the entire work force, so they develop a culture of delivering extraordinary customer experiences. He is also an author, a lecturer, the founding member of The Service Managers Group, a peer mentoring group for Service Managers, and the founding member and president of the Customer Service Institute of Canada, which was established to encourage the exchange of knowledge, experience and establishing customer service standards for those who are responsible for delivering their customers' buying experience. Through his Service Management Newsletter, Ken has written over 300 customer service articles and has authored 4 books on Customer Service Training, Hiring and Management.