CX RIOT RADIO

  Hello! David here, you like gifs? We got gifs. Now please read. :(  You know what really grinds my gears? Companies that bombard their customers with too many damn choices. It's like they think the more options they offer, the happier their customers will be.  But they couldn't be more wrong. Take restaurants, for just one example. I don't want to sit down at a table and be handed a twenty-page menu with 50 different appetizers, 100 entrees, and a dessert list that goes on for days. It's overwhelming and makes it impossible to decide what to order. I just want a few solid options that I know are going to be good. The same thing goes for online shopping. When you're trying to find a specific product, but the website has thousands of options to choose from, it can be a bloody nightmare. You start clicking on different categories, scrolling through endless pages of items, and before you know it, you've wasted hours of your life and you're no closer to finding...

Customer experience is all about providing the best possible service to retain customers and build long-term relationships. But what happens when a customer becomes too difficult or demanding? While it may seem counter-intuitive, there are times when it's actually better to let a customer go. In fact, it's not just in business where cutting ties can be necessary - sometimes it's also necessary in personal relationships. Let's start with some specific examples of when it may be better to cut ties in the world of customer experience. Imagine you're running a small business and have a customer who is constantly calling you after hours, demanding immediate attention for minor issues. Or perhaps you have a customer who is rude and abusive to your staff. In these situations, it may be better for your team's mental health and overall productivity to politely suggest that the customer find a different service provider. Of course, it's not just in customer experience...

Alright, listen up people! I'm gonna drop some truth bombs on you that you might not hear from anyone else. You might think that being empathetic towards your customers is always the way to go, but let me tell you, sometimes that just isn't enough. Here are some examples to prove my point: Number one, when a customer is angry. It's natural to get defensive or start making excuses when a customer is all fired up. But let me tell you, the best thing you can do in that situation is to take a deep breath and acknowledge their feelings. That's right, show 'em some empathy, but don't let 'em walk all over you either. Number two, when a customer is confused. Look, we've all been there - trying to figure out a new product or service can be frustrating. But don't just throw your hands up in the air and walk away. Take the time to explain things clearly and concisely. That way, your customer won't be left feeling lost and irritated. Number three, when a cu...

  We’re gonna be talking about the Caffeinated CX Mindset. Yeah, you just thought it was a neat name for a podcast, didn’t you? Well… it is. It’s also a mindset. How? Just roll with it. Jeesh.  What do you need to have to have a Caffeinated CX mindset?  Other than the obvious high levels of caffeine , you need high energy, you need to come with batteries included, you need to be self-motivated, you have to have the work ethic of a… person with a very strong work ethic, you gotta show up, you gotta fight, and you have to be driven. So, let’s talk about it.  First things first, let's talk about the power of high energy. When you're working in the contact center, bringing positive energy to every interaction is crucial. That means speaking with enthusiasm, using upbeat body language, staying engaged, being proactive, taking ownership, and keeping a positive attitude. Even when you're dealing with tough situations or difficult customers, you gotta stay cool and collected...

This is a (slight) rewrite of an article I posted on a Wix site I created before I remembered I had this one, and should probably just keep everything here. It's like I have ADHD or something... anyway... Alright, listen up folks, because we're about to talk about a little something called personalization in customer experience. Now, let me tell you, it's not as simple as you might think. Personalization can be a real game-changer, but if you're not careful, it can come back to bite you in the ass. Picture this: you're a regular at your favorite coffee shop. You walk in and the barista greets you by name, knowing exactly what you want before you even order. It's like clockwork, baby. But one day, you decide to switch it up and try something new. You head up to the counter, ready to take a chance on something different, and there it is: your usual drink, already made and waiting for you. Now what? You don't want to be rude and turn down your usual, but you al...

Before I was a CX Contact Center Company Culture Marketing dude, I was in a few punk bands.  This one was my favorite. American Standard . Yes, named after the toilet.  Songs: 1: Fashion Craze  2. Dead & Dying Masses  3. Slave  4. Firing Squad  5. School Prayer  6. Bad Obsession  7. Four More Years  8. Wargasm  9. Fuck the Pigs  10. Auschwitz, ME (Live)  Line up: David Powers- Vocals (me) Rob Prescott- Guitar Drew Prescott- Bass James Sanders- Drums  Thanks to Nate G who actually held on to these files (and more) for almost twenty years. This is a gift to all the podcast listeners.

Don't forget to enjoy the soundtrack built into the article. 🤪 Alright, listen up buttercup.  Grab a cup of coffee and read on if you want to make a real connection with your target audience and create an unforgettable customer experience. Here's what you have to do: you gotta take some notes from the punk and hardcore scene. I know I keep harping on this, and pointing out these things, but I just think it's cool. These bands know how to build a community of die-hard fans around their music, and you can use their tactics to amp up your marketing game. Look at The Misfits , for example. They built a massive brand around their iconic logo and merchandise. You have to create a strong visual identity that your fans are proud to wear, and plaster that shit all over your products and website. Make sure your logo, designs, and slogans scream your brand's message, and let them know you're there. (Think Nike, but your own stuff. Wait, I think James Dodkins talks about th...

That's it. That's the whole post. Thank you, come again.  Why are you still here? Piss off.  

As Customer Experience professionals, business owners, and rational human beings, we all know that customers are the lifeblood of our businesses. Without them, we wouldn't be able to succeed and grow. And yet, so many businesses still neglect the importance of customer experience. Bad customer experience can take many forms, including rude employees, confusing websites, long wait times, or faulty products. These negative experiences can have a lasting impact on our customers and our businesses. So, how can we improve our customer experience and build stronger relationships with our customers? Here are some steps to consider: Understand Your Customers: The first step in creating a great customer experience is understanding your customers. Who are they? What do they want? What are their pain points? By understanding your customers, you can tailor your products and services to meet their needs and create a more personalized experience. One of the best ways to understand your customer...