John Dwyer of AT&T
John Dwyer, the senior vice president for customer experience at AT&T, joins me on the latest episode of the Net Promoter System podcast.
team have developed a robust, rigorous and transparent outer loop at AT&T
that has enabled the company to become a J.D. Power leader in wireless customer service and purchase experience.
"There are two kinds of employees inside our company: Those who support our customers and those who support those who support our customers," John
"We've got to make sure that those frontline employees feel that sense of support within the business."
When executives use the outer loop effectively, like they do at AT&T
, they let employees know that the company supports their efforts to serve the customer.
To learn more about the outer loop, check out our latest issue of Loyalty Insights, which explores some of the common challenges and pitfalls that companies face as they develop an outer loop.
To hear John
approach to customer experience and the process of improving service at a large company, check out the podcast on iTunes or through the player below.