USO Speaker Series: The Importance of Customer Service

The definition of “customer” is fairly clear to all, but sometimes it is helpful to understand the overarching concept, especially as creative thinking emerges about providing exceptional customer experiences for internal and external customers who may define experience differently. The importance of employee satisfaction is just as great as that of customer satisfaction.When your employees are happy, they are able to provide better service to your customers.Performance is also affected when they are upset or unmotivated.A successful customer experience depends on keeping the team motivated and prepared.

During the month of June, I participated in a panel discussion with USO CEO & President Dr. J.D. Crouch II, MGM’s VP of Administration John Flynn (USO West Region Advisory Board Member), and Philadelphia International Airport’s COO Keith Brune (USO of PA/NJ Advisory Board Member).This conversation, which was live-streamed to all USO staff, covered the definitions of internal and external customers, leadership’s role in customer experience, the “customer first” strategy, and the overall brand experience.