Professor Moira Clark on what drives excellence in customer service: LawyerFair Podcast #96

We're joined by Moira Clark, Professor of Strategic Marketing at Henley Business School and Director of the Henley Centre for Customer Management, which promotes customer focus & service excellence best practice. She is a customer experience thought leader.

Today we discuss the impact of customer service on performance, what drives excellence in customer service and the growing impact of reviews. Also, the key pillars around which every start up, SME and corporate should be driving best practice customer service.

If interested in this subject, you may also want to listen to LawyerFair Daily Podcast #89 where we chat with James Walker, Founder/CEO of Resolver, who worked with Moira in developing a quality metric to measure how good companies are at delivering services and quality of customer care.

For more info on Henley Centre for Customer Management: http://www.hccmsite.co.uk

You can also contact Moira direct: [email protected]

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