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.
What 1,000,000 Customer Service Calls Tells Us | With Matt Dixon & Vikas Bhambri
Today we’re going to talk about customer service research and what more than one million phone calls tells us what you’re supposed to be doing to be successful in customer service and to do that we have on with us Vikas Bhambri from Kustomer and Matt Dixon, the Head of Product and Research at Tethr. We discuss how they have gathered data of over a million customer service phone calls and the useful things we’ve learned to improve the customer experience.
How writing “The Effortless Experience” has affected Matt’s career 1:49
The latest research 6:06
Takeaways from the data 17:43
“If you’re a product person and you don’t realize, ‘Wow, my contact center gets real-time feedback on a new feature, or a new service that I’m providing.’ There’s a lack of understanding about the richness of the data that resides in the contact center environment.” 16:10
Why You Must Drive the Customer Experience with the Employee Experience | Stacy Sherman & Vikas Bhambri
In this episode we speak with the Director of Customer Experience and Employee Engagement at Schindler Elevator Corporation, Stacy Sherman, and Vikas Bhambri, Head of CX at Kustomer. Vikas tells us about the 3 pieces to an effective program: People, process, and technology. We discuss having executives getting involved on the front lines to see and understand directly what’s going on with the customer, and then making sure your employees are feeling valued and heard.
What’s not working 1:32
3 pieces to an effect program 2:13
Bottoms up feedback 7:17
Tactics to drive the employee and customer experience 10:35
Strengthening employee relationships 15:05
“I’m seeing more and more companies put the executives or new employees in the chair of their front line as part of their onboarding. So as part of your onboarding, go sit with your support team, hear your customers, feel their pain, understand their challenges, and then rotate your executives into that on a regular basis.” 8:32
A Design Thinking Approach to CX | Kris Featheringham
In this episode we talk with the Director of Multifamily CX, UX, and Human-Centered Design at Freddie Mac, Kris Featheringham. He emphasizes on the importance of a human-centered design to provide the ultimate tailored customer experience. Kris and I discuss the process and lessons he has learned throughout his CX career, and then go into getting executive sponsorships and what you can do to work with your people to understand more their needs in relation to the needs of your customer base.
Kris’s background 0:47
Process and lessons learned 5:08
Executive sponsorships and process 8:12
“A lot of times when you sit there and interview someone, they’re just going off their most recent recollection or their most recent experiences. But there are a lot of things that will come out that they would never even have thought to bring up as you watch them. And you’ll come back to them afterward and say, ‘I saw you do this and this. Talk to me about that.’ and then all of the sudden you’ve opened up a whole new can of worms and it’s powerful.” 11:59
Customer Success on a Global Scale | Balaji Gadicharla
Today we’re going to be talking about customer success and how to do that on a global scale and to do that we brought on Balaji Gadicharla, who is currently the Global Head of Service Support and Success at CipherCloud. He explains some of the ideal trends and practices he has observed while traveling around the globe, such as having someone go to the customer in person, and then establishing dedicated teams. Balaji explains that the best way to become a trusted partner is by understanding them and how their ecosystem works, and then you will be allowed to join that system and move forward with them.
Balaji’s journey 0:55
Trends he has seen as he’s traveled the globe 3:40
Advice/best practices observed 5:46
Why companies don’t understand the nature of their customers 9:12
“We should be able to provide a unified experience to our customers–to all our customers across all incidents. So it should not be transactional–somebody picks up the phone, and then calls your boss, then everything starts falling in place. That’s not how it should be run.” 4:00
Operational Excellence | Sami Nuwar
In this episode we speak with Sami Nuwar, the Senior Principal Consultant at Medallia, which is a customer experience management platform that helps you manage CX in your company and make things easier. We discuss why people lose focus and stop trying operational excellence, and then where to go and what to do when this happens to your business. We talk about optimizing your data collection in order to analyze it and thus improve various aspects of your customer interactions and experience.
Sami’s background 0:37
Why do people get lackadaisical on operational excellence? 2:59
Where to begin to become more operationally tight 4:13
How to avoid being misled by your data 7:41
Advice for the audience 14:17
“The other, I think, overlooked channel for data is the internal knowledge base within the business. The operational data. We all have systems and machines that capture data from our interactions with customers and our daily business, and that is typically a treasure trove of information.” 7:55
What Data Says About the Future of the CX | Josh Neckes
Today Vikas Bhambri, Head of Sales and CX at Kustomer, and Josh Neckes, currently the co-founder and president at Simon Data, are joining us to dive into market trends, specifically on the data side. We discuss how companies can better know what’s going on with their customers and Josh tells a funny story about when a company kept contacting him about his marriage that had been called off, but the company didn’t know, so contact from the company kept coming, causing some annoyance for Josh. Companies need to put something in place that analyzes the data coming in, or at least gives auto responses to customers when they have inquiries about issues they’re facing.
Simon’s company 0:50
How data plays a role in D to C 6:07
How it’s possible to bring the formula together 12:55
Where people should start if they are lost 21:01
“Maybe you’re not in an emotional space like weddings or dogs, or we work with a lot of financial services companies, but guess what. Most spaces that are not sellings socks on the internet actually are very emotional.” 14:31
Keep it rocking
Keep up the content
Gabe knows his stuff
Gabe Larsen does a great job breaking down the Kustomer philosophy in these Podcast. Must Listen
Great customer service is what makes a successful company!
Very insightful! This podcasts definitely stands out compare to the others.