Ep. 06: Customer Loyalty Begins with Employee Loyalty with Greg Plemmons and Scott Deming

Anyone who buys goods and services knows how important customer service is, but how can companies deliver it successfully and consistently? What is the difference between service and a truly unique customer experience? We are always looking for ways to understand the needs and challenges of the customer to deliver exceptional service.   In this episode, Host Jonathan Betz is joined by two experts who know a lot about the value of exceptional service: Greg Plemmons is the current senior vice president of sales and incoming executive vice president and chief operating officer of Old Dominion Freight Line and Scott Deming is a sought-after consultant, speaker, customer service expert, and author.   Key Takeaways:   Scott and Greg discuss the importance of customer satisfaction and how Old Dominion sets itself apart. [:56]   Scott shares the mindset necessary to build customer satisfaction and loyalty. [4:02]   What companies need to think about to better meet their customer needs. [5:51]   Greg and Scott share the benefits of having a service-focused mindset and how it impacts a company's culture. [7:58]   How can leaders transfer their vision and purpose to motivate employees toward customer satisfaction? [9:33]   The role of customer service in maintaining leadership in a competitive industry. [10:09]   What are the short- and long-term benefits to companies that deliver uncommon service? [12:02]   Greg expounds on how Old Dominion strives to cultivate loyal customers by having loyal employees. [12:49] Resources: ODFL.com Cargo Shorts Podcast