In this episode from the archives (March 2022), we break down why consistent brand messaging isn’t just “nice to have”—it’s the backbone of every customer touchpoint you’ve got. From your first marketing impression to every call, chat, and DM, the message has to match.

We dig into how each social platform has its own personality—and why posting regularly on TikTok, Twitter, and Facebook matters if you want to stay relevant.

You’ll hear why Wendy’s nailed their brand voice on Twitter while other companies crashed and burned by trying to be funny when their brand wasn’t built for it.

We also talk about the danger of “set it and forget it” scheduling tools. Yes, Hootsuite saves time, but if you’re not monitoring your replies in real time, you’re missing the whole point of social. Engagement has to feel human, aligned with your brand, and consistent across the board.

You’ll learn how outdated scheduled posts can cause policy conflicts, how employee engagement can strengthen your message, and how your call center, dispatch, and frontline teams all play a role in reinforcing the same story.

If you want a brand that feels solid, trustworthy, and unforgettable—your messaging has to stay tight everywhere your customers interact with you.

Here's the LinkTree: https://linktr.ee/caffcx

Everything is tracked. Nothing is owned. Houses come with fifty-year mortgages. Cars report back to their manufacturers. Every song, show, and tool lives behind a subscription. Convenience replaced ownership, and people became products.

Attention is currency. Phones feed dopamine addictions. Dating apps turn connection into microtransactions. “Buy Now, Pay Later” schemes and payday loans keep the working class chained to debt while tech companies and banks harvest data and profit.

It’s cyberpunk without the heroes: high tech, low life. The only real resistance left is to unplug, own what you can, and stop feeding the machine.

Here's the LinkTree: https://linktr.ee/caffcx

Give 'Em The Pickle: https://youtu.be/lwYrB7y_VmY?si=pMAY-5ohR3XMmFE3

In this episode of CX Riot Radio, we break down Bob Farrell’s legendary customer-service lesson Give ’Em the Pickle! and translate it into the r world of plumbing, HVAC, and home services.

We dive into what “the pickle” really means for the trades: doing the small extra things that make customers feel valued, showing up on time, explaining repairs clearly, cleaning up your work, and following up after the job.

You’ll learn how to turn the “pickle philosophy” into a company-wide culture, how to train and measure it, and why it’s the ultimate differentiator in a market flooded with “good enough” service.

If you want your team to stop chasing transactions and start building loyalty... this is the episode that shows you how.

Here's the LinkTree: https://linktr.ee/caffcx

Sorry for the AI Slop Voice.

Most companies say they care about customers, but their actions tell a different story. In this episode of CX Riot Radio, David Powers tears into the profit-first mindset that’s killing trust in the trades.

Here's the LinkTree: https://linktr.ee/caffcx

Another one from the archives, all the way back from August 2023.

Customer Service isn't for everybody, and that's okay.

Here's the LinkTree: https://linktr.ee/caffcx

We've all had bad managers, terrible supervisors, awful team leads, and non-existent advancement plans (right?). Here's how to break the cycle and become the leader you needed at the beginning of your career.Here's the LinkTree: https://linktr.ee/caffcx

This episode gets raw about failure, not the motivational poster kind, but the real, bloody-knuckled kind that breaks you down and forces you to rebuild. From living in a van at 21 to blowing up CX initiatives and learning to fail forward, this episode digs into why failure isn’t the end, it’s the forge.

Because success might change your circumstances, but failure changes you.

LinkTree: https://linktr.ee/caffcx

Heyyyy!

This weeks episode of CX Riot Radio is a Space Opera Business Fable.

Here is part 2 of my new book Legend of the Five Stars: The Rise of the Sorcerous Maleficum: A Business Fable. You can buy it on Amazon at this link: https://a.co/d/fe4tVMd

Enjoy!

Here's the LinkTree: https://linktr.ee/caffcx

Heyyyy!

This weeks episode of CX Riot Radio is a Space Opera Business Fable.

Here is part 1 of my new book Legend of the Five Stars: The Rise of the Sorcerous Maleficum: A Business Fable. You can buy it on Amazon at this link: https://a.co/d/fe4tVMd

Enjoy!

Here's the LinkTree: https://linktr.ee/caffcx

Some industries carry heavy baggage—plumbing, airlines, used car lots—places where customers often expect the worst. In this talk, we break down how companies in these “bad rep” industries can flip the script and win loyalty through world-class customer experience.

What You’ll Learn in This Episode:

• Why first impressions make or break the service journey

• How to use technology (without letting clunky tools ruin trust)

• The importance of clear communication and expectation setting

• Why technician professionalism and presentation matter as much as skill

• How follow-ups and thank-yous create lasting relationships

• The role of empathy when customers are stressed, frustrated, or in crisis

By focusing on empathy, professionalism, and proactive communication, companies in challenged industries can not only improve customer experience—but completely reshape their reputations.

If you’re in the trades or any business where trust is hard-won, this conversation gives you the playbook to stand out and succeed.

Here's the LinkTree: https://linktr.ee/caffcx