What happens in society when consumers have little control over their customer service experience? Join us for this episode as consumer advocate, Christopher Elliott, shares some insights into the consumer/business relationship.

You'll learn:

• why consumers need to understand the basics of security, and pay attention to what companies are claiming
• why companies need to backup any security claims they make, and how to do it (hint: just be transparent)
• the impact of "thoughtful regulation" as an approach to force companies to treat customers right, including around security
• why to align your company's values to your behaviors (and what happens when your customers call you out for not living them)
• why some companies don't have an incentive to improve, and what to do about it
• why the CEO (and other senior leadership) should respond to emails from customers, and do so quickly
• why doing the right thing is always the right thing
• why the principles of good customer service apply the same to both consumers and businesses
• why good leadership boils down to 2 streams of communication: your employees and your customers
• why even the most seasoned people are looking to the CEO and C-suite to set the tone on how they should behave, and what that means for leadership

Guest
Christopher Elliott, Author, Journalist, and Founder of Elliott Advocacy (@elliottdotorg on Twitter)

Host
Ted Harrington

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Resources

Learn more about Christopher and Elliott Advocacy at https://www.elliott.org/

For more podcast stories from Tech Done Different With Ted Harrington: https://www.itspmagazine.com/tech-done-different-podcast

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Learn more about Ted and his book at https://hackablebook.com