234: Mastering the Certainty Business

Summary

In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the ‘certainty business.’ They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John emphasizes the importance of providing certainty to build trust and improve customer and employee experiences. The conversation also covers practical strategies for leaders to communicate effectively during uncertain times, ensuring that updates are provided consistently, even when there is no new information to share.

Takeaways:

• Uncertainty is a major source of anxiety in life and business.
• Organizations focus too much on technical skills and neglect empathy and communication.
• Providing certainty can build trust with customers and employees.
• Communication should be frequent, even when there is no new information.
• Leaders must communicate clearly during times of uncertainty.
• Bad news should be communicated early and with empathy.
• Updates can significantly reduce anxiety for customers and employees.
• Companies like Amazon excel in providing certainty through communication.
• Training should include a balance of technical skills and soft skills.
• The best brands deliver certainty, not just products or services.

Chapters:

Links:

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