We are no longer in the customer service economy—we are in the customer experience economy. However, because they are distracted by the economic downturn, most businesses have forgotten the importance of the voice of the customer. In this podcast panel, Marcia Johnson, Senior Operations Officer of Glacier Bancorp Inc; Dennis Snow, author of Lessons From the Mouse: Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life; and Mary Malone, MS, JD, President of Malone Advisory Services, discuss how to achieve customer service excellence in a recession.

Tags : economic crisis | Glacier Bancorp Inc. | after call survey | contact center | customer engagement | call center representative | performance management | Snow Associates | customer service | customer satisfaction | Mary Malone | Disney | Malone Advisory Services | Lessons from the Mouse | call center | csr