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