CX Conversations

In this episode of Customer Service Secrets, we talk about the top 23 customer service trends of 2020. We discuss what customer service has looked like historically, what it most likely will look like in the future, and how to start preparing for that. Take back actionable insights that are relevant to your business, and take your customer service to the next level.

Intro 0:19
Power of Prioritization 1:50
Omni Channel 2:38
Bigger Customer Service Budgets 6:06
Deflection 9:43
Convenience 13:38

https://www.kustomer.com/

On this episode of Kustomer, we have the opportunity to talk with Dr. Merilee Larsen, the assistant professor of Public Health at Utah Valley University. We talk with Merilee about some of the basics of COVID-19, how it is most easily spread, where we need to be most careful, and how to prevent it from spreading. We also speak much about preparedness. This time can feel very frantic. People are buying large amounts of different items (ie toilet paper, hand sanitizer…) and we talk about what is most important to be prepared with. And this is not limited to goods. We also talk about how to be prepared mentally and emotionally during this time.

Background of Merilee 0:45
Basics of COVID-19 2:13
How to Prepare 5:28
Mental Health Preparedness 10:15
Social Distancing 15:39

“We don’t really know how long they can live on surfaces. Scientists are estimating 3-4 hours. So is there a little of a risk to going to the park or touching things that other people have touched? Yes…” 4:08

In this episode of Customer Service Secrets, we talk with the CEO of Kustomer, Brad Birnbaum, about the growth and development of Kustomer and the Kustomer platform. We discuss how customer experience has changed over the years, what has influenced this transformation, and how we need to react to stay ahead of the curve. Brad also talks about what the future holds for Kustomer. Join us as for valuable tips and insights for customer experience professionals. 

Introduction to Brad and Kustomer 0:34
How Customer Service has changed 3:19
Channels of Communication 8:31
Automation 13:34

“One of my favorite things to do is to call Delta and if I get an answer that I don’t like, then I call another agent. So what you’re doing is eliminating [the] other channels.” 11:13

A Stanford University study found that productivity actually increases among remote workers. They claim that it was close to an extra day per person per week while workers were at home. Especially with recent events, including COVID-19, more companies are being forced to have more remote workers. This brings new challenges and possibilities for productivity, but how do we effectively manage a remote team during this time? In this episode, we will be going over 20 ideas for how to effectively manage our workers during this time.

Working Remotely 0:10
Start of 20 Tips 2:54

“Top 3 issues...when working remotely were 1. Unplugging After Work 2. Loneliness 3. Communication or Collaboration.” 1:46

In this episode of Customer Service Secrets, we talk with Matt Dixon from Tethr about some of the latest and greatest trends in customer experience. Matt is known for his statements on how we shouldn’t try and delight our customers. He explains this further and how we need to redirect our focus to reducing effort for our customers and make it easier for them. So rather than focus on putting out fires, prevent the fires altogether. He also gives direct advice on how to apply this, false myths of customer experience and what kind of people to hire.

Intro to Matt 2:22
Don’t Delight your customer 4:22
How to Start Applying it 16:12
Tethr 29:18

“When something’s gone wrong and the customer reaches out and theyre trying to get a problem fixed, those customers whose expectations are exeeded, are actually no more loyal than those whose expectations who were simply met.” 6:11

In this episode, Gabe chats with Dan Gingiss, who has held marketing and customer service roles at Fortune 300 companies including McDonald’s, Discover, and Cubana. Dan discusses why these two functions — marketing and customer experience — will become more intertwined within successful businesses. By reevaluating company organization and customer communication methods, brands will be able to create remarkable experiences that customers can't resist sharing.

Intersection of Customer Service and Marketing 2:02
Turning Customers Into Brand Advocates 4:22
Affordable Tips and Tricks 11:42
The Importance of Words 13:57

https://www.kustomer.com/
https://www.dangingiss.com/

Gabe Larsen, the host of Customer Service Secrets, talks about his experiences in customer service and customer experience up to this point in his career. He guides us through his journey working at companies like Accenture, Goldman Sachs, Gallup, InsideSales.com, and Kustomer, along with some of the knowledge that he has gained through those roles. In this episode, we focus on how to leverage customer service to drive revenue, in a time where we must be customer-obsessed and meet the demands of the modern buyer.

Customer Service Experience 0:30
Behavioral Economics 4:05
Human Sigma 9:01
Customer Obsessed 13:45

https://www.kustomer.com/

Introduction to the Customer Service Secrets podcast with Gabe Larsen.

https://www.kustomer.com/