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Customer Driven with Chad McDaniel

Apr 4, 2019

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Sue Morris, Worldwide Customer Service Leader at Microsoft. Sue’s role at Microsoft has her overseeing over 11k Advocates that handle upwards of 46 Million customer service interactions each year. Since joining Microsoft, Sue has believed the company’s mission statement and the empowerment it brings to their employees is what consistently elevates their performance.


In this episode, Chad and Sue discuss:

  • How the gig economy is positively impacting workflow within Microsoft
  • Microsoft’s closed loop feedback system and how it improves both the customer and employee experience
  • How Microsoft is looking to emulate the best practices of their most successful Customer Service Advocates
  • Understanding the best opportunities to turn a regular customer into an avid fan of your brand


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