Creative Warriors

I love a good ‘why’ story. I’ve shared before my story about Bergdorf Goodman and how I’ve become one of their most loyal customers. I like to share that story because it is part of the foundation of my love for customer service that goes above and beyond. As my guest today so wonderfully puts it, “customer service is not a department. It’s a mindset.” There are probably many more touch points in customer interactions than we realize. Each one is an opportunity. Each touch point can be the moment where a customer feels truly seen, appreciated, and responded to. A big part of keeping people loyal is knowing when to pause and address a moment in a transaction that may be running on autopilot. How can that moment be better? More personal? More present?  To dive deeper into what it means to find your customer service SPARK, I’ve invited back to the show the leader of the SPARK Movement, and absolute joy, Simon Bailey.  Simon T. Bailey has more than 30 years of experience in the hospitality industry, including