CX RIOT RADIO

Summary: Importance of collective effort in achieving company goals - Each team member has specific tasks crucial for overall success - Providing exceptional customer experience requires right mindset and preparation David Powers gained valuable customer service experience at a young age - Started in customer service at 17 through a school-to-work program, found it more educational than traditional schooling - Transitioned to various roles in call centers throughout his adult life, including CSR and management positions Importance of Customer Experience in Business - Customer experience encompasses various touchpoints from branding to contact center. - It is crucial to maintain a seamless journey for customers, starting from marketing to service delivery. Service Heroes prioritize complete customer journey and experience - Customer service goes beyond initial booking call and plays a crucial role when things go wrong in the service delivery process - Businesses should focus on improvin...

Introduction: The Game-Changer in Profitability Hey there, business owners and leaders in the HVAC and plumbing sectors! I've got a bombshell to drop that could completely change the way you view your business strategy. Are you focusing enough on what could potentially be your most significant lever for financial success? I’m talking about customer retention. Stick around, and I’ll show you why mastering this art is not just beneficial but essential. The Surprising Power of Retention Let’s dive straight into the heart of it: boosting customer retention by a mere 5% can skyrocket your profits from 25% to a whopping 95%. That's right — such a small tweak in how you manage customer relationships can almost double your profitability. Take, for instance, a scenario from the credit card industry: a company halved its customer defection rate and saw the average customer lifespan double, which more than doubled their profit per customer. Now, imagine applying that to your business. Eve...

  Summary Customer service has a significant ROI. - Investing in customer service can yield significant returns if done correctly. - Neglecting customer service can lead to financial losses and negative experiences for customers. Customer service impacts business success - Focus on people, not just technology, for booking more calls - View customer service as a value or profit center, not just a cost center Good customer experience is imperative - 68% of customers willing to pay more for great service - Stellar customer service can boost customer lifetime value by up to 1400% Poor customer service can be costly for businesses - Customers require good experiences and trust for loyalty - Personalization and Omni Channel support are key in customer service Connected with customers through multiple channels - Respond to chats, calls, and online interactions promptly - Handling challenges and complaints to strengthen customer loyalty Investing in training for your customer service team ...

The stakes are high right now—in all industries. Economic uncertainty, consumer costs rising, a fluctuating, unpredictable job market, AND it's an election year. Today, we're going to be talking about the trades. HVAC, Plumbing, Electrical, Pest Control, etc. In this industry, businesses are more than just service providers; they're essential pillars of the communities they serve.  Today, we’re not just talking about fixing leaks and tuning systems; we’re exploring how to transform your business into a stronghold of customer loyalty and relentless growth. The Crucial Role of Customer Loyalty At the core of every successful business is loyalty. Homeowners reach out not just because they need a quick fix but because they are in a crisis and looking for a hero. The crucial nature of their call, the emergencies they face, is why Voice is still king at most Trades companies when it comes to Lead Acquisition. Whether they choose your company again depends on this crucial factor: ...

  Lyrics and Prompt by David Powers Music Generated by Suno.ai [Verse 1] Fighting back the ones who gleefully laugh cost cutting tyrants with greed in their eyes cutting people, ruining lives to increase share holder wealth to replace man with machine they can go to digital hell [Chorus] Rise of the Machines So cold, so logical Computers Don't Blunder They just don't care [Verse 2] Devoid of Empathy Of kindness and humanity more machine now than man crystal blue eyes scan the horizon megacorps write the laws that the police now enforce our taxes go to enrichen them while the middle class starves [Chorus] Rise of the Machines So cold, so logical Computers Don't Blunder They just don't care Did I use AI to generate music for an anti-AI song? Well, yes and no. I have no issues with AI, in fact I'm excited about it, and can 100% see the benefits. My concern is this: Greed. Rampant pre-emptive cost cutting by eliminating thousands of jobs, displacing and ruining the ...

  Summary Strong job growth and wage increases in March - Nonfarm payrolls rose by 303,000, surpassing expectations and previous gains - Unemployment rate decreased to 3.8%, with average hourly earnings rising 0.3% and 4.1% from a year ago Unemployment rate for different ethnicities and its impact on the economy. - Black unemployment rate surged to 6.4% while rates for Asians and Hispanics fell. - Signs of cracks in the labor market with modest household employment growth and decline in temporary employment. Grocery prices accelerating, dining out costs increasing - Grocery prices up 1.2% year over year, first month of acceleration since August 2022 - Dining out costs increased by 25.6% in March, meals at restaurants and bars cost 4.2% more than a year ago Producers in the category focusing on market share through promotions. - Category facing price drops in butter and sugar, cocoa prices over $10k per ton. - Sweets industry facing higher ingredient and labor costs, lower profit ma...

  Summary of Episode: Interview with David Powers on Punk CX podcast - David Powers is an author, podcast host, CXO, and a true Punk enthusiast. - Punk CX podcast is a favorite in the CX community with a focus on customer experience. David Powers shares his journey from a call center to CXO of a plumbing company. - David started working in the call center industry at 17, facing challenges but finding stability and opportunity. - He attributes the call center industry for saving his life and now gives back through his podcast and book. Transition from voice-centric to digital-centric contact centers - In the past, contact centers were predominantly voice-based with limited access to other communication channels like email and chat. - In recent years, there has been a shift towards incorporating chat and email support in addition to voice, leading to a more digital-centric approach. Challenges in CX and employee experience - Customer expectations are rising, company standards are sli...

 

  Summary: 5 keys for memorable positive CX - Customer experience extends beyond the contact center to the entire customer journey. - Key factors include initial marketing, phone/chat interactions, technician visits, etc. Poor customer service is a major reason for customer churn. - According to Accenture, price is not the main reason for customer churn, it's poor quality of customer service. - Bain and Company found that a customer is four times more likely to switch to a competitor due to customer service issues rather than product or service issues. Positive customer experience stands out amidst competition - 85% of people nationwide reported dissatisfaction with phone handling in the industry, creating an opportunity to stand out. - Turning the five keys of CX - practicing actual empathy, tone, active listening, sense of urgency, and going above and beyond - can create a positive customer experience. Empathy and tone are key to customer experience. - Empathy is more than just s...

  This is a Marketing Rant. It's okay. Let's be real. Your clients don't care about your fancy metrics or impressive-sounding acronyms. They care about one thing: results. They want to see a tangible impact on their bottom line. Did your campaign bring in new sales? Did it increase revenue? Did it grow their business? Fuck click-through rates, MQLs, SQLs, impressions, views, likes, and all the other bullshit metrics we love to obsess over. Those things might make us feel good about our work, but they mean nothing if they don't translate into real results for our clients. Think about it. When was the last time a client asked you about your click-through rate? Probably never. Because what they really want to know is whether your marketing efforts are driving tangible, measurable results for their business. So, the next time you're tempted to pat yourself on the back for a high CTR or a million views, ask yourself this: Did it bring in new sales? Did it increase revenu...

  Summary: Importance of Customer Service Experience - Discussion on starting Caffeinated CX and increasing presence - Belief in the mission of customer service and the importance of gaining customer service experience Customer service is challenging - Customer service can be difficult due to high-stress situations like Black Friday. - Customer service representatives often face mistreatment and need to be treated with care. Customer service reps often undervalued and mistreated - Reps seen as face of company but treated poorly by customers and leadership - Culture ingrained to undervalue service work, leading to self-deprecation Prioritize employee experience for a positive customer experience - Taking care of employees leads to better customer care - Employee experience influences customer experience exponentially Frontline employees are the most important assets a company can have. - Customers feel neglected if employees are not taken care of. - Customer service is crucial beyon...