The Customer Service Secrets podcast is devoted to sharing highly coveted secrets from customer service, customer support and customer experience professionals across industries. The host of this podcast, Gabe Larsen, the VP of Growth at Kustomer, shares his own experiences in the customer service and customer experience space, while also drawing on the knowledge of experts and thought leaders who are making strides in their various fields. Gabe has spent the majority of his career gaining knowledge of customer experience and applying it at companies such as Accenture, Goldman Sachs, Gallup, InsideSales.com, and Kustomer. The goal of this podcast is to give the listener knowledge that they can apply directly to their own career, regardless of their job title, in each and every episode.
Chris Warticki | Next Time on Kustomer
Secrets to Optimizing the Customer Experience | Christine Deehring
In this episode we talk to Christine Deehring, the founder and CEO of Bump Boxes, a company that sells special and useful products for pregnant women. Bump Boxes is a subscription service that provides the necessities that a pregnant woman will need each month of her pregnancy. Christine tells us what her company does to bring their values to the customer and how their culture affects how they approach customer service. She also shares some things they do like rewarding their customers based on how long they’ve been with them and improving their structure based on feedback from their customers. Tune in now!
What is Bump Boxes? 0:53
A large spike in their social media growth 1:58
How company culture empowers the customer journey 4:33
How their feedback loop has been made more fluid 12:05
“Recently we rolled out a VIP program. So any mom that subscribes with us gets, depending on how long she’s committed, she gets a specific discount to our store just joining our subscription. And that was something that came up from just customer feedback.” 11:02
Christine Deehring | Next Time on Kustomer
Happy Team, Happy Customers | Adam Maino
Joining us today we have the Director of Customer Support at FinancialForce, Adam Maino, and we discuss how to develop a world class customer support team. We talk about the importance of creating and cultivating an environment where your employees can fail fast and learn from those challenges. Adam tells us about how the structure of a world class customer support team should be organized and the types of layers and tiers they have. We discuss knowledge center services and how this process helps Adam’s people at FinancialForce. Don’t miss it!
About Adam and his company 0:47
Lessons he has learned 2:00
What the structure should look like 4:15
What is KCS? 7:04
How many employees equal happy customers? 11:22
“With my employees I never tell them what to do. I ask them what to do, right? It’s a request. There are no demands there. I think what we should really be focusing on is coaching our employees and not managing them so much. Kick open the doors and let them do their job.” 10:58
Great CX Starts With Happy Agents | Derek Hixon
In this episode, we talk to Derek Hixon, Director of Customer Support and Implementation at WordStream. He has been working for 15 years in support and also has a pretty diverse background. Derek tells us what made him change course in life and how he made some decisions that have affected him for the rest of his life. He likes to find out what his team’s goals are, both in the company and as individuals in their own lives in order to build a stronger bond and make his team members and relationships more personable. Derek says to know your team and to use the data as a tool. We’re never making a huge, big change in the team, but we’re constantly making little changes that over time will turn into the big change we need.
His background 1:38
What has made Derek successful 2:57
Things that have changed the way Derek looks at support 11:23
Case analysis 16:10
Working in a box 19:30
“Things are better if they’re done right and slowly and usually you benefit from it in the long term. You can always get short term success with things, but if you have the luxury of time, which you don’t always have obviously, you can do really great things.” 9:02
Derek Hixon Preview