CX: Greg Reed, HomeServe
from ????????? ???? 2012
The CEO of HomeServe Membership, Greg Reed joins us and shares that the key to his business is an engaged staff. He’s happy to hear when his organization goes above and beyond and does "a little more than they’re supposed to do.” Greg explains that such behavior showcases that the employee cares about the customer and the company- and that "they’re worried about both sides versus just caring about themselves.” As far as Greg is concerned, choice and voice have led to the current reality. So with Amazon, Google, Facebook and Apple "creating value for customers and really seeing customer needs and fulfilling those needs,” Greg and the organization realized they could do the same thing very, very differently. They enhanced the product, changed the terms and conditions, gave field agents new tools and the opportunity to have a new attitude and they’re realizing that "customers will pay if they get better service."
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