Creating customer service cultures

I had the opportunity to interview Jack Mitchell, author of Hug Your Customers, for the Experienceology podcast. See the player on the right sidebar to listen in.

Jack's new book, Hug Your People, helps organizations learn how to create what he calls a "niceness culture," absolutely critical to creating great customer service. As many of my museum clients are asking to how create these cultures, I loved interviewing him and seeing the many practical suggestions he offers for shifting your internal culture.

Jack tells some great stories and was, of course, very nice to talk to! I encourage you to read this book and also to listen to the podcast. It's one of the few books I've read on customer service with so many how-to tips. It isn't just heart-warming stories, but instead talks about how you can actually achieve this at your organization.

Jack is the CEO of Mitchells/Richards/Marshes, three of the most successful clothing stores in the country. You can learn more at the Hug Your People website.
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