CX RIOT RADIO

Repeat customers are awesome. That's it. That's the episode. Have a good night! https://linktr.ee/caffcx

Don't rush the process. Whatever you do, whatever situation you're in... DON'T RUSH THE PROCESS. From the interview on, we discuss how to spot and hire the best customer service reps for your business. Hint: It's not their experience. https://linktr.ee/caffcx

Regardless of industry, worldwide Customer Loyalty is going down, and the way it breaks down by generation is interesting to say the least. https://linktr.ee/caffcx

In this episode we talk about Peloton's weird severance package to the 2,800 people laid off, how funny the acronym for Customer/Employee Experience is, and some PPP stuff. All in a hyper-caffeinated state. https://linktr.ee/caffcx

Good morning! Today we are going to have a brief talk on the EX/CX Cycle. What's that? I often use the equation ex=cx² or employee experience=customer experience squared.  The cycle is this: the employees take care of the customers, the customers take care of the business, the business takes care of the employees, and it repeats in a never ending circle of life. How is this done? Through a co...

https://linktr.ee/caffcx Customer complaints. When a customer complains. How do you handle them? Do you throw hush money at them ("Hey we'll refund this money if you remove this bad review") to make them go away? Or do you use them as opportunities to make your business better?  In my opinion, it's not enough to resolve a complaint. You have to restore the customer's confidence in the company...

Here are 5 things you can do to improve your CX. https://linktr.ee/caffcx

Here's a list of books you should read right now. This instant. This very second. The Caffeinated CX LinkTree: https://linktr.ee/caffcx Share, Rate, Review 

Do you incentivize your call center agents' AHT (Average Handle Time)?  Why? Stop. Anyway... share, rate, review! The Caffeinated CX LinkTree: https://linktr.ee/caffcx

The ACS Murders: https://www.youtube.com/playlist?list=PL5RlC2z-L-I10l2H38K3y-vKNl5-ejLJ_ The Misery Machine on Apple: https://podcasts.apple.com/us/podcast/the-misery-machine/id1486604765 ------------------------------------------------------------------ This is a very special episode for me, and I hope for you as well. Jess Yergin (Yergy) is an old, dear friend and here we talk about a couple of...

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https://linktr.ee/caffcx PIP- Praise in Public. Shout out the awesome. 

No one department sees the entire customer journey. Why? Why are there still silos? Let's blow them up... in Minecraft https://linktr.ee/caffcx

A Customer reaches out to you on a specific channel for a reason. Respect that.  https://linktr.ee/caffcx

Practicing the CX Golden Rule https://linktr.ee/caffcx

Don't track customer satisfaction. Satisfaction isn't enough. Track customer loyalty. https://linktr.ee/caffcx

Rate, Review, and Share!

The Google AI Video and it's consequences has been a disaster for the customer service industry. https://linktr.ee/caffcx Original Post: https://www.linkedin.com/pulse/caffeinated-cx-newsletter-david-powers/

https://linktr.ee/caffcx Like, comment, share, blah blah blah blah. 

Recorded from my hotel room during Customer Contact Week in Vegas, here is a short episode about how I'm doing this to give back to the industry I've been in for the last 23 years. From people just cutting their teeth in customer service or call centers, all the way up to the top. This whole thing is for you. I'm not here to sell anything to you, all the content on here is free for the taking. htt...

https://linktr.ee/caffcx Drink a pot of coffee and race to the office to use the restroom. Talk CX.  Today we drill in that IT ALL MATTERS. From initial brand recognition until the customer dies.

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Books: Extreme Ownership One Minute Manager Leadership Strategy & Tactics The Effective Executive Tribes Google them for the answer ya schlub. Check out the Caffeinated LinkTree: https://linktr.ee/caffcx