E23: The Human Touch: Jacqui Turner on Customer Experience, Training, and Brand Loyalty

In this episode, Oliver Lennon chats with Jacqui Turner – fondly known as the Customer Service Dancing Queen to explore the vital role of human connection in customer experience. Jacqui shares insights from her 28-year career spanning training, coaching, and customer service, emphasizing the importance of fostering brand loyalty through empathy, consistency, and empowered employees. Together, they discuss how organizations can overcome internal silos, shift away from rigid scripts, and invest in meaningful training to enhance customer satisfaction and employee engagement. 

This episode delves into the evolving landscape of customer service amidst technological advancements like AI while reinforcing the enduring significance of human-centric interactions. Jacqui highlights the value of emotional intelligence, innovative coaching, and organizational alignment to create exceptional service experiences. Whether you're a CX professional or a curious listener, this conversation offers a wealth of actionable insights and a reminder of why the small things often have the biggest impact.