Best-in-Class Customer Service: The Intersection Between Strategy and Culture

Ultimus recently kicked off a new interview series entitled, #TALKtoUltimus. 

Below is an introduction to an interview leadership coaching expert, Tim Kight, Founder/CEO of Focus 3. In this podcast, Tim outlines what it means to be a client-centric organization, and the principles and leadership needed to help organizations deliver best-in-class customer service.

Many companies say they are best-in-class or client-centric organizations in their branding and mission statements, but there is a definite disconnect between those words and the reality of how they are translated down through the ranks to front-line employees interacting directly with clients.