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Engagement, why do we do what we do and why does it matter to our customers – Interview with Scott Gould

Today’s Interview is with Scott Gould, an Engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we can generate more of it with both our customers and our people. This interview follows on from my recent interview – An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot – and is number 258 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Highlights from my conversation with Scott: Scott recently published a new book called: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Most companies are approaching engagement tactically and not strategically or sustainably. The foreword …

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Engagement, why do we do what we do and why does it matter to our customers – Interview with Scott Gould

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