131 episodes

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.

Customer Service Secrets by Kustomer LaunchPod Media

    • Business
    • 5.0 • 50 Ratings

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.

    Navigating the Idea of The Age of the Individual | Saari Gardner

    Navigating the Idea of The Age of the Individual | Saari Gardner

    We have Saari Gardner joining us today, who is currently the Vice President of Advisory and Managed Services at Walker Information, a company that helps organizations leverage XM capabilities to deliver amazing experiences and achieve differentiation in the marketplace. We talk about navigating the idea of the Age of the Individual, which was a real fun, kind of pre-session that we’ve been going back and forth on.

    Her background and role and Walker 0:53
    The Age of the Individual 3:24
    Organizations are still sitting in the age of the customer 5:58
    Navigating values and avoiding offense 11:20
    Listening 13:17
    Helping CX leaders adjust 17:49

    “A Boycott’s really an extreme expression of being a detractor of a brand, and so again thinking about a person’s values. They color everything that they do, all of the decisions that they make and it impacts who they’re gonna spend their money with, and I think in the great resignation we’ve really seen it also dictates who they’re gonna work for.” 6:40

    • 20 min
    Powering CRM Omnichannel Customer Support In the Future | What Companies Can Do to Transition

    Powering CRM Omnichannel Customer Support In the Future | What Companies Can Do to Transition

    Today we’re going to talk about how exactly a CRM will power omnichannel customer support in the future. Companies that are really achieving success are building an omnichannel customer experience and they’re not doing it empty handed. They’re utilizing the most impactful technology solutions to steer their customer service in support with a CRM capability. I give some advice on what companies can do to make the transition to a more omnichannel support model.

    True Omnichannel support 1:03
    What is omnichannel support? 3:13
    Making the transition 4:57
    Remote work 9:16

    “True omnichannel support ensures seamless transition and consistent experiences from one channel to the next. I think companies providing effective omnichannel support are collecting and harnessing information gained through each and every action. That’s different than just talking on a couple of different channels.” 1:03

    • 14 min
    5 Examples of Proactive Support You Can Follow | Staying Ahead of Customer Issues

    5 Examples of Proactive Support You Can Follow | Staying Ahead of Customer Issues

    Today I’m talking about 5 examples of proactive support you can follow and I wanted to talk through some of the things of modern support and how it has shifted in recent years. In order to keep customers happy and loyal, companies should think about proactive customer support in order to stay ahead of the needs of customers so that they don’t even have a chance to be dissatisfied. Reactive support deals with people who are already angry or dissatisfied, and it can often be hard to get them back to being a loyal customer/raving fan. Proactive support will nip that issue in the bud and keep them on the right track.

    Proactive vs reactive support 1:36
    CSAT 4:26
    FAQs 5:38
    Anticipating resources 7:58
    Support statements 9:58

    “Customer support is no longer a nice-to-have feature. It is this piece of any business and oftentimes there’s a direct correlation between the success and excellent customer support. Customer expectations are always heightened these days. The faster, more conveniently brands can resolve customer issues, the more satisfied customers are with their experience.” 1:41

    • 11 min
    87% of Consumers Want to Be Contacted in Their Preferred Channel | Hybrid Customer Experience

    87% of Consumers Want to Be Contacted in Their Preferred Channel | Hybrid Customer Experience

    Today we’re talking about how consumers want to be contacted, which sounds like something we all know, but that’s not always the case. In this post-pandemic world, consumers have undergone this shift in mindset and expectations surrounding the customer experience. I think today’s consumer finds a huge benefit in a hybrid experience that combines this idea of a spark of human communication and the convenience of digital assistance. The hybrid model is the future of customer experience and meeting customer expectations.

    Today’s consumer 1:10
    Conducting research in the trends of customer experience 1:50
    Creating your hybrid model 6:30

    “In order to keep up with this increasing consumer expectation, companies need to invest in a modern customer relationship management tool that has multi human support, it’s got AI technology, it has that personalized hybrid customer experience.” 1:29

    • 7 min
    Benefits of Chatbots in Customer Service | Gabe Larsen

    Benefits of Chatbots in Customer Service | Gabe Larsen

    In this episode I talk about why chatbots are so important and how your business can gain from this useful service. The chatbot, or virtual agent, will fill in for those mundane tasks that often drain the life of customer reps, making everyone’s life so much better and free up agent time so that they can focus on the bigger issues customers are facing. Chatbots can get rid of all the filler time that is used for gaining general information that agents waste so much time on, making each customer interaction that much more efficient.

    Virtual agents 0:58
    Chatbots can shift focus to more complex issues 2:14
    Handing off chatbot conversations to real agents 3:50
    How to get going on this 5:35

    “We surveyed over 525 US based consumers over the age of 18 trying to understand how this need for speed, if you will, translates into customer experience preferences. And the results, yeah, they were 90%, a whopping 90% of respondents think contact in customer service should be easier. 85% of respondents think customer service should be faster.” 2:51

    • 8 min
    How to Manage Effective Journey Mapping | Jochem Van Der Veer

    How to Manage Effective Journey Mapping | Jochem Van Der Veer

    Today we’re talking about mapping to management and I always like talking about journey mapping, but this has a slightly different twist and to do this I’ve got on Jochem Van Der Veer, who is currently the co-founder and CEO of TheyDo. He has a lot of experience and understanding of the whole journey mapping process and the various dynamics and angles you have to look at and understand to create a useful and productive map for your business.

    His background and what he does at TheyDo 0:56
    The continued problem with people mapping 4:53
    How to move from mapping to managing 8:34
    It may get more complex as you go 12:45
    Where to go once your framework is established 13:55
    Keeping the map active and advice to stepping up your game with journey mapping 18:06

    “Their life cycle is basically time based, right? From left to right, but when you look at it vertically, you can look at it from different dimensions and one of them is, for instance, regions. So think about how different regions like Europe vs US go, or different customer types. New customers vs existing customers, or maybe even different dimensions that are relevant to your business.” 12:03

    @joch_m
    www.theydo.io

    • 23 min

Customer Reviews

5.0 out of 5
50 Ratings

50 Ratings

Goldie Gunderson ,

Favorite Podcast

Gabe knows what’s up! I love that these podcasts are short and sweet. It seems basic but he knows what he’s talking about. Best business podcast.

Teepatel ,

Keep it rocking

Keep up the content

ToddB84 ,

Gabe knows his stuff

Gabe Larsen does a great job breaking down the Kustomer philosophy in these Podcast. Must Listen

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