18 min listen
Avoid This Customer Service Mistake | Matt Dixon
FromCX Conversations
ratings:
Length:
36 minutes
Released:
Nov 25, 2021
Format:
Podcast episode
Description
Today we’re revisiting one of our previous episodes with Matt Dixon. We talk with Matt Dixon from Tethr about some of the latest and greatest trends in customer experience at the time of this recording. Matt is known for his statements on how we shouldn’t try and delight our customers. He explains this further and how we need to redirect our focus to reducing effort for our customers and make it easier for them. So rather than focus on putting out fires, prevent the fires altogether. He also gives direct advice on how to apply this, false myths of customer experience and what kind of people to hire. Intro to Matt 2:22Don’t Delight your customer 4:22How to Start Applying it 16:12Tethr 29:18“When something’s gone wrong and the customer reaches out and they're trying to get a problem fixed, those customers whose expectations are exceeded, are actually no more loyal than those whose expectations who were simply met.” 6:11
Released:
Nov 25, 2021
Format:
Podcast episode
Titles in the series (100)
What is Punk CX and Why Should You Care | Adrian Swinscoe: In this episode of Customer Service Secrets, we talk with Adrian Swinscoe, customer experience author. In this episode we talk about his views on what he calls “Punk CX”. Sometimes we complicate customer experience. We get deep into the weeds of it... by CX Conversations