Employing Brand Advocates to Improve Customer Experience 

Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless, a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience. 

Top Takeaways:   

·      Customers who love using your products can be great resources to answer questions, resolve issues, and share experiences. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

·       Some customers answer questions on forums for free just because they enjoy doing it. However, relying solely on forums is not scalable or reliable for delivering consistent customer service.

·      Almost every company could benefit from tapping into their passionate customers and bringing them into the heart of their business by helping other customers.

·      How does the GigCX work? Megan Neale outlines how her platform, Limitless, works with companies to use a strong community to help brands meet rising customer expectations and demands.

1. Companies identify customers who demonstrate brand loyalty, knowledge, and skills to help other customers. They are invited to join the platform and be a part of the GigCX program.

2. Once in the program, they must prove their skills, knowledge, and brand passion. They are chosen because of their experience using the products and then, they are provided with the proper training around the processes a brand will need them to follow.

3. When they are ready, they receive inquiries and can choose the questions that are right for them. They get paid for every ticket that they are able to resolve successfully. 

Quote:  

"The volume of customer support requests coming to organizations is increasing. Utilizing customers to help other customers does not displace traditional contact center workers. It is a way to support the volume of engagement in a cost-effective way."

About:   

Megan Neale is Co-founder and COO of Limitless, an AI-powered Gig CX platform. Her passion for "customer & client first" and her constant drive for innovation led her to co-found Limitless in 2016.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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