Page 18 - Delivering Authentic Customer Experiences

Delivering Authentic Customer Experiences

My motivation

I truly believe customer service is an attitude not a department.
The most successful organisations are customer centric,
appreciate the importance of their stakeholders and are
passionate about making a difference. These companies live their
values and embody what I call authentic customer service.

This book was born out of...
• my experiences and observations during more than 25
years in customer-facing environments
• my frustration at what passes for acceptable levels of
service
• my desire to express my opinion about the topic
• a passion for and fascination with people
• the knowledge that principle-centred customer service
can lead to profits
• a conviction that providing authentic service is about
doing well by doing good
• my need to make a difference by sharing best practice
• a belief that there’s a book in everyone - this is my first

I hope you find it an interesting, amusing and above all, a useful
read.

All views expressed within the book, unless otherwise stated, are
based on my own humble opinions and years of customer
interactions. I saw a quirky quotation in a DMM catalogue some
years ago which was a bit rude, so here’s the cleaned-up version…
Opinions are like belly buttons, everybody has one. I wish I could
remember who should get the credit. If you would like to
comment on anything you read in this book, or wish to pass on
examples of your personal customer experiences, please email
me at 7principles@jackyleonard.co.uk
I’d love to hear from you.

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