Reaching the Different Types of Cultures in Business

Stan Slap summarizes his keynote session on customer service. He believes that the culture defines the success of brand and reaching the employee and customer cultures is critical. Stan shares that the best customer service experiences are found in companies who understand that they sell both a product and a process. He explains how the customer experience can be measured. Finally, Stan gives examples of both a company with exceptional customer service as well as one with poor service.