CX RIOT RADIO

In the fall of 1992, when Final Fantasy Mystic Quest dropped, it wasn't the bombshell SquareSoft had hoped for. Instead, it was more like a dud. Let's break it down and pull some lessons from this for the modern customer experience world. We’re going deep into this one, but we’re going to do it fast and straight. No fluff. This is the stuff you NEED to understand about your audience, and how Final Fantasy Mystic Quest misfired on all cylinders, alienating hardcore fans by trying to appeal to the masses. Think about this like your business or brand: you can’t afford to misstep when it comes to knowing your people. 1. Know Your Audience, Like Really Know Them SquareSoft thought they were doing something smart by creating a “dumbed-down” RPG for the American market. They assumed Western gamers weren’t sharp enough or experienced enough to handle the complexity of regular Final Fantasy games. So, what did they do? They made a game that was simplistic, linear, and completely void of...

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  Remember Guild Wars? Yeah, I’m talking about the game that rewrote the fucking playbook back in 2005 and was able to compete with World of Warcraft. It was a game-changer because it delivered what people didn’t even know they needed. And it still has an active, passionate, amazing (if I may be so bold) player base. And guess what? The same lessons that made that game addictive as hell can make your business deliver a killer customer experience that has clients coming back for more. You think it’s just about good service? HAHAHAHA, WRONG. It’s about going beyond what anyone else is doing. And you know what? It’s not complicated. It’s about understanding people. Let me break down exactly how Guild Wars can school your business. 1. Accessibility = No Excuses Guild Wars dropped into the world with no subscription fee. That’s right, no monthly commitment—just jump in, play, and get hooked. Right there, that made it more appealing to parents and people on a budget. Now, if your busines...

Summary: Customer service week is about celebrating the people performing customer service. - Frontline employees in contact centers, dispatch, and field are the true heroes. - A customer-centric culture is crucial for a company's success. Importance of handling customer service moments - Customer service interactions define company's character - Every role, from agents to technicians, plays a crucial part in enhancing customer experience Friction in customer service decreases loyalty - Robotic and monotonous service decreases customer loyalty and satisfaction. - Net Promoter Score is important to measure customer perception and loyalty. Frictionless customer experience is crucial for trust and loyalty. - Customers should not have to call back for updates on their appointment. - Meeting the customer where they are and how they want to communicate is essential. Customer disloyalty equals bad for business - Complex processes for customers lead to disloyalty and bad experiences. -...

  https://www.youtube.com/watch?v=aKpmEjb_ATU Customer Service Week 2024 introduction - Customer Service Week occurs annually during the first full week of October. - It is a time to celebrate and emphasize the importance of customer service. Frontline employees are unsung heroes of the company - Includes contact center, dispatch, and field personnel - Directly interact with customers and clients every day Customer-centric culture ensures success - A company focusing on customers at the top benefits in multiple ways. - Exploring reasons, tricks, and pitfalls to avoid in upcoming sessions. Customer service can be rewarding, fun, frustrating, or aggravating - It's crucial to handle challenging situations with professionalism and positivity - How you respond to customer issues shapes your, your team's, and your company's reputation Individuals can compensate for service lapses - Customer service agents can cover for late technicians or errors in customer information - Dispatch...