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Coffee Chat on June 15 at 11:00 AM EST: Using customer service for growth

Coffee Chat on June 15 at 11:00 AM EST: Using customer service for growth
akshara.sruthi
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Our next Coffee Chat is here. We have @Jeannie_Walters  hosting it for us ☕️ 🎉

It’s happening on Wednesday, 15 June 2022 at 11 AM EST.

The topic of discussion is: Using customer service for growth

Please block your calendars for about 45 minutes to answer five questions and have an interactive session with @Jeannie_Walters! 

Here’s an introduction about, Jeannie! 

Jeannie Walters, CCXP is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences.

Trailblazing the movement from "Reactive Customer Service" to "Proactive Customer Experience," Jeannie is considered the leading authority for improving both employee and customer relationships.

Jeannie is a charter member of the Customer Experience Professionals Association, having worked with numerous Fortune 500 companies including OrangeTheory Fitness, SAP, Comcast, and JPMorgan Chase; an educator whose Linkedin Learning courses have been watched by more than 300,000 learners; and a Professional Member of the National Speakers Association, speaking to tens of thousands of people across three continents.


While you’re eager for the event, say hello to Jeannie and give her a warm welcome to the community  ☕️ 🎉

Here are the questions that will be prompted: 

  1. How can growing businesses with lean teams foster an alignment between Sales and customer support? 

  2. What are the essential customer service skills that agents should possess in order to drive business growth? 

  3. How can support conversations be used to deliver business outcomes? Can you give us examples?

  4. How can customer service teams play a role in reducing customer churn?

  5. What are some of the challenges in leveraging customer service for growth? How do we solve for them?

 

As always, here’s reminder about a few things to keep in mind.

Six important things to know before we get started on our coffee chat :coffee:

  1. To answer a question, tag the answer with the corresponding number. For example, if you are answering the first question Q1, start your answer with A1 and use the Quote option 

  2. If you cannot make it at 11:00 am EST or even if you’re past time, you can still post your answer to a particular question.

  3. You can reply to each others threads/posts to keep the conversation going.

  4. Be polite and respectful of other people’s opinions.

  5. Most importantly, have a great time here!

  6. Lastly, I will make sure to engage with all of you to make this interesting.


 

89 replies

Jeannie_Walters
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Where possible I won’t use an organization again after a bad experience. It’s not always possible though (for instance, when you’re used to getting next day delivery for the things you need quickly).

You’re not alone! The younger generations, especially Gen Z, are really demanding not just great service, but alignment with their values by brands. They are quick to walk away when things aren’t aligned.

A
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Where possible I won’t use an organization again after a bad experience. It’s not always possible though (for instance, when you’re used to getting next day delivery for the things you need quickly).

The latest rage in India - < 20 minute grocery deliveries. Heavily crowded market!

Jeannie_Walters
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A5. 

Contact centers are mission-critical to an organization’s success. But how can that be if your employees don’t know the overall mission? It’s not just about communicating your organization’s mission, but your Customer Experience Mission Statement. Your customer experience mission helps everyone in your organization understand how to show up for customers no matter what. This becomes your “North Star” and guides decisions. Your contact center agents are asked to make judgment calls every day. With a CX Mission Statement, they can align their daily decisions with the mission.

Free Resource: CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook

akshara.sruthi
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Our last question for today is, Q5: What are some of the challenges in leveraging customer service for growth? How do we solve for them?

To answer a question, tag the answer with the corresponding number. For example, if you are answering the this start your answer with A5 and use the Quote option 

@Jeannie_Walters also has a bonus question for all us. I’ll leave it here so all us can chime in too 

Bonus question: What are some ways to keep the employee experience aligned with the customer experience? How can we take care of customer service agents?

A5: When rewards and loyalty programs become a bare avenue to create viral loops instead of truly rewarding customer champs. I see a few people who hate rewards and loyalty subscriptions/programs. 
If someone is looking to create a user group to reward customers for their loyalty, it’s becomes a huge challenge to put together a cohort. It’s truly time-testing to gain trust :)

Jeannie_Walters
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Userlevel 5
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Our last question for today is, Q5: What are some of the challenges in leveraging customer service for growth? How do we solve for them?

To answer a question, tag the answer with the corresponding number. For example, if you are answering the this start your answer with A5 and use the Quote option 

@Jeannie_Walters also has a bonus question for all us. I’ll leave it here so all us can chime in too 

Bonus question: What are some ways to keep the employee experience aligned with the customer experience? How can we take care of customer service agents?

A5: When rewards and loyalty programs become a bare avenue to create viral loops instead of truly rewarding customer champs. I see a few people who hate rewards and loyalty subscriptions/programs. 
If someone is looking to create a user group to reward customers for their loyalty, it’s becomes a huge challenge to put together a cohort. It’s truly time-testing to gain trust :)

Ugh! This is why the WHY is so important. We’re not trying to make viral anything...we’re trying to create true customer loyalty. 

akshara.sruthi
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Where possible I won’t use an organization again after a bad experience. It’s not always possible though (for instance, when you’re used to getting next day delivery for the things you need quickly).

You’re not alone! The younger generations, especially Gen Z, are really demanding not just great service, but alignment with their values by brands. They are quick to walk away when things aren’t aligned.

Yep! In the day and age where one product competes with another in-terms of price, quality, quick-to-adapt and learn. Like @Arvind Ramamurti mentioned, the race/competition to deliver food/groceries in less than 10/20/30 mins has begun here. 

Jeannie_Walters
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This was a lot of fun! I love hanging out with smart people. 🙂 Feel free to reach out and leverage the free tools and resources at www.experienceinvestigators.com. 

And...KEEP UP THE GREAT WORK! Customers depend on you in moments that are very important in their lives. Never forget the importance of simply “being there” when another person needs you.

👏🏼

Thanks for having me!

 

A
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Thank you so much for your time, @Jeannie_Walters - was such an insightful session 🙂 Looking forward to learning a lot more from you! 

A
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@manns As always, thank you so so much! Pleasure having you engage with us here :)  

A
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Huge thanks to the one and only @akshara.sruthi for putting this together!! Well thought out questions and responses

akshara.sruthi
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Thank you so much for your time, @Jeannie_Walters!

I really appreciate all of you for sharing your thoughts today: @Vinicius Maia, @LindaP, @manns, @Gilbert, @Arvind Ramamurti, @Ishan, @Isaac Thomas, @rhea.desouza     

  I love hosting this and can’t wait to see you all in the next one. Until then stay safe wherever you are in the world and have a good day/night ahead! ☕️

manns
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Our last question for today is, Q5: What are some of the challenges in leveraging customer service for growth? How do we solve for them?

To answer a question, tag the answer with the corresponding number. For example, if you are answering the this start your answer with A5 and use the Quote option 

@Jeannie_Walters also has a bonus question for all us. I’ll leave it here so all us can chime in too 

Bonus question: What are some ways to keep the employee experience aligned with the customer experience? How can we take care of customer service agents?

A5. I think the biggest challenge is people not appreciating that customer service can be used for growth (and maybe even that poor customer service can hurt your business).

Cheers, Stephen || https://ITSM.tools
manns
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@manns As always, thank you so so much! Pleasure having you engage with us here :)  

Thanks, still here catching up. Had to collect child 1 from an afterschool activity :)

Cheers, Stephen || https://ITSM.tools
manns
Rank
Userlevel 7
Badge +10

Our last question for today is, Q5: What are some of the challenges in leveraging customer service for growth? How do we solve for them?

To answer a question, tag the answer with the corresponding number. For example, if you are answering the this start your answer with A5 and use the Quote option 

@Jeannie_Walters also has a bonus question for all us. I’ll leave it here so all us can chime in too 

Bonus question: What are some ways to keep the employee experience aligned with the customer experience? How can we take care of customer service agents?

A5. 

Growth Actually Demands More Training, but many organizations neglect this. Training at this critical point in the company’s trajectory can be the difference between delivering OK experiences and great ones — which in the Experience Economy is the difference between keeping your customers and losing them to a competitor.

Growth means more employees need the WHY of your brand, not just the HOW.

Growth can be bumpy, so look for your superstars and train to their solutions.

Processes are well-intentioned, but often outgrown.

A-Bonus: I think this comes back to employees appreciating the “mechanics” of the business, i.e. how it works and makes money, and the importance of customers. Plus, the roles people play in the value chain(s) - with the understanding of the full value chain making it possible for employee experience and CX to be aligned rather than treated as two separate things.

Cheers, Stephen || https://ITSM.tools

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