‘Loyalty is a huge aspect of the customer experience’

In this week’s podcast interview, Lenovo’s Director of Services - Customer Experience discusses loyalty and how her employees have become her customers.

EPISODE OVERVIEW:

This week, CX Network podcast theatre host Seth Adler is joined by the WW Director of Services - Customer Experience (CX) at Lenovo, Deborah Alvord.

Alvord shares that her career began on the floor as an agent with American Airlines, working her way up to training, quality and a supervisor role to, ultimately, a supervisory role over agents. She notes that many conversations are very similar to the ones she had on the front lines back in the day, as the customer just wanted – and still does – help.

She says that she did and still does truly love the job. Once in management, her focused moved to how to take care of the employee; Alvord’s goal is to give them the tools to be successful. Her approach is to ensure that the employee has the knowledge base, training and support that they need. The employee has became the customer because in her mind the agents are her customers.

Alvard also touched upon the topic of loyalty, saying that it is huge and a huge aspect of the customer experience.

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