Caffeinated CX David Powers

hey! on this episode of Caffeinated CX we talk about the ROI of great customer service and customer retention/loyalty. It's a doozy!



https://linktr.ee/caffcx




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welcome to the first episode of season 2 of Caffeinated CX.

Today, we're going to be talking about spaghetti, and why spaghetti should a reason to have some compassion and empathy for your customer base.

It'll make sense, I promise.

https://linktr.ee/caffcx


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For today's episode we go back to Coffee With Dave, which was Caffeinated CX before Caffeinated CX was a thing.

Enjoy!

Don't worry, new episodes coming soon.

https://linktr.ee/caffcx




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Customer service is often one of the toughest jobs out there. Just think about those chaotic Black Friday videos where people get trampled for a TV. Even though things might have calmed down, the treatment of customer service staff remains a big issue. They often get treated poorly by customers and even by their own leadership teams. This needs to change.

Caffeinated CX is all about improving this situation. By focusing on employee experience, we can enhance the customer experience. As Richard Branson says, 'Put your customers second.' This means that if you take care of your employees, they will take care of your customers.

There are different types of companies when it comes to customer service. Naive companies don't care about customer service, while transactional companies see customers as just a paycheck. Enlightened companies understand the importance of good customer service but might struggle to implement it. Natural companies, on the other hand, prioritize the customer in everything they do.

We need to shift our culture to respect customer service and frontline employees more. There's nothing wrong with serving others, and these roles are incredibly important. So, let go of your ego and start valuing customer service for the vital role it plays in every company.



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


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On this episode of Caffeinated CX we talk Contact Center Team Leads and just how important they are to your call floor (hint: they are one of the pillars that keep it up and stable... if the Team Lead program is done right).
From weekly to daily tasks, to coaching, to what metrics they should be held to this episode covers it all. Enjoy!

Also we check out Suno.ai

Battle Against the Cyber Dragon of Kahlereth (Power Metal Album made with Suno): https://youtu.be/qEhHPDaUnWM

https://linktr.ee/caffcx




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It's time to stop doing what your customers hate. Long hold times? Leave it in the past!

Having to transfer customers between multiple agents or departments? Throw that in the trash where it belongs.

Junk fees? Junk fees get tossed back into the same dumpster fire that they somehow crawled out of.

It's about making it easy for your customers to do business with your business. About making it convenient for the customer and not just convenient for YOU.

https://linktr.ee/caffcx


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Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message
Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support