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cover of episode #14 Chris Ho's Secret to The Art of Delegation and Customer Experience

#14 Chris Ho's Secret to The Art of Delegation and Customer Experience

2024/1/24
logo of podcast Experts of Experience

Experts of Experience
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Chris Ho: 本期节目探讨了高效授权及其对客户成功的影响。Chris分享了Athena公司提升客户体验的创新方法，以及他如何通过领导力塑造行政助理的未来。他强调了成功的客户管理与战略性授权之间的关系，并指出富有同理心和智慧的客户互动至关重要。他详细阐述了Athena公司在客户服务和授权方面的变革策略，包括如何利用英雄之旅的叙事模式进行客户入职培训，如何通过AI技术追踪客户参与度和满意度，以及如何帮助客户学习高效授权等。他还分享了处理不参与或不满意的客户的方法，以及如何通过关注客户的健康、关系和自我实现来培养行政助理。 Lauren Wood: Lauren作为主持人，引导Chris分享了他在客户体验领域的经验，并就客户体验的哲学、行政助理与高管的匹配、行政助理的培养、客户入职和授权的艺术、客户参与度和满意度的追踪、AI的应用、处理不满意客户的方法等方面与Chris进行了深入的探讨。 Lauren Wood: Lauren 作为主持人，主要负责引导话题，提出问题，并对 Chris 的回答进行总结和补充。她对 Chris 分享的经验和观点表示赞同，并提出了一些具有启发性的问题，促进了对话的深入。

Deep Dive

Chapters
Chris Ho discusses Athena's customer-centric approach, focusing on delegation as a leadership skill and aiming to create a seamless experience for both executives and EAs.
  • Athena prioritizes delegation, matching ambitious individuals with expert EAs.
  • The company focuses on building strong client relationships and fostering EA growth.
  • Onboarding clients involves teaching them the art of delegation and adapting a hero's journey narrative.

Shownotes Transcript

Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.

In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success.

Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship between successful client management and strategic delegation, emphasizing the significance of empathetic and intelligent client interactions.

Tune in to discover Athena's transformative strategies in client service and delegation.

If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.

 

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(00:00) Introduction and Focus on Customer Experience (CX)

(01:20) Chris's Journey to CX and Athena's Philosophy

(03:37) Athena's Approach to Matching Executives and EAs

(06:56) Empowering and Nurturing Executive Assistants at Athena

(09:13) Onboarding Clients and the Art of Delegation

(11:11) Adapting Hero's Journey in Customer Onboarding

(16:47) Client Engagement and Tracking Happiness

(20:45) Client-Centric Strategies and Using AI

(24:31) Teaching Clients Effective Delegation

(28:00) EA's Impact on Clients' Lives and Athena's Culture

(30:05) Approach to Unengaged or Unhappy Clients

(32:24) Tracking Client Engagement and Happiness with AI

(39:00) Chris's Personal Experience with Exceptional Customer Service

(41:57) Final Thoughts and Advice for Customer Experience Leaders