Building a customer-focused culture is a process in which everyone from the top management to field workers engages in an ongoing, never-ending journey. The companies that endeavor to continuously meet the needs of the customer and aim at providing the most excellent service possible are those that are able to gain customers’ trust and loyalty.

In an exclusive Copperberg podcast, Kris Oldland from Field ServiceNews talked with Shep Hykenthe world’s most acclaimed customer service expert and Wall Street Journal bestselling author, about the right way of managing customer-centric service organizations in the manufacturing world.

For your benefit, we have turned this great conversation into an insightful ebook on how to build a culture of excellence in your service business. Don’t miss out on this fantastic eBook, download it below today.