40 min
Listening to What Your Customers Are Saying Customer Service Revolution
-
- Management
What does it really mean to listen to your customers and harness the power of their voice?
In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics. Leslie offers her unique insights into the Voice of the Customer (VoC), its differences from customer satisfaction surveys, and the importance of listening at scale to unsolicited feedback. She also shares some advice for businesses interested in leveraging customer conversations to drive improvements and revolutionize their operations.
But that's not all! Leslie and John dive into machine learning and its impact on customer service. They explore the "eddy effect" – a powerful machine learning model that detects when customers are stuck in their journey – and alerts businesses to take action. Plus, we discuss the potential of chat GPT for customer service, the value of leveraging AI, and the need to appreciate customer conversations as a precious data source.
Don't miss this conversation that will change how you approach customer service!
Here are just a few takeaways:
Unlocking the power of customer conversations through the Voice of the Customer (VoC) methods and distinguishing it from customer satisfaction surveys. Listening at scale and leveraging unsolicited feedback for business improvement and growth. Utilizing machine learning and AI, such as the "eddy effect" model, to identify and address customer pain points in their journey. Exploring the potential of ChatGPT technology for customer service and the importance of using accurate data for AI training. Encouraging businesses to be curious about customer interactions and considering AI and machine learning to enhance customer experience at scale. Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
authenticx.com
www.linkedin.com/in/lpagel
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
What does it really mean to listen to your customers and harness the power of their voice?
In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics. Leslie offers her unique insights into the Voice of the Customer (VoC), its differences from customer satisfaction surveys, and the importance of listening at scale to unsolicited feedback. She also shares some advice for businesses interested in leveraging customer conversations to drive improvements and revolutionize their operations.
But that's not all! Leslie and John dive into machine learning and its impact on customer service. They explore the "eddy effect" – a powerful machine learning model that detects when customers are stuck in their journey – and alerts businesses to take action. Plus, we discuss the potential of chat GPT for customer service, the value of leveraging AI, and the need to appreciate customer conversations as a precious data source.
Don't miss this conversation that will change how you approach customer service!
Here are just a few takeaways:
Unlocking the power of customer conversations through the Voice of the Customer (VoC) methods and distinguishing it from customer satisfaction surveys. Listening at scale and leveraging unsolicited feedback for business improvement and growth. Utilizing machine learning and AI, such as the "eddy effect" model, to identify and address customer pain points in their journey. Exploring the potential of ChatGPT technology for customer service and the importance of using accurate data for AI training. Encouraging businesses to be curious about customer interactions and considering AI and machine learning to enhance customer experience at scale. Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
authenticx.com
www.linkedin.com/in/lpagel
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
40 min