Ep 123: AKNF - Performance Customer Service with Maia and Raven
DTC Podcast · with Maia and Raven · July 23, 2021 · 19 min
Summary
This episode reveals how "performance customer service" is a revenue driver, not just a cost center. Learn to cultivate a customer service strategy that boosts loyalty, enhances brand reputation, and directly impacts your bottom line by focusing on proactive engagement, strategic hiring, and intelligent use of feedback, rather than over-reliance on impersonal bots.
Key takeaways
Prioritize personality over experience when hiring for CS roles to build a more effective and adaptable team.
Ensure your CS team is readily available across all customer-preferred channels to meet expectations and drive satisfaction.
Actively seek out customer feedback, as customers rarely volunteer it, to continuously improve your service and offerings.
Focus on human-centric customer service; while bots are prevalent, customer trust in them is decreasing, making genuine human interaction more valuable.
Understand that excellent customer service directly impacts customer lifetime value (CLV) and brand advocacy.
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Welcome to All Killer No Filler. Today we're back with Maia, Head of the Community Engagement department at Pilothouse and Raven, Sr Media Buyer and Head of Growth at DTC.
Here are a few of the areas we covered: What are the three major ways that excellent CS will grow your brand’s revenue? What is the full scope of CS brands should be thinking about? How do you hire an ideal customer service employee? Hiring the right people for CS roles means hiring based on personality over experience. The best thing your CS team can do to make your customers happy is to be readily available across channels at any given time. Your customers are the ones who decide if you are meeting their expectations You can’t rely on customers to share their feedback with you; you must find ways to see it out if you wish to continue improving. The number of CS bots is increasing, but the trust customers have in them is decreasing proportionally. Let us know what you think of this podcast, and don't forget to rate and review the DTC Podcast on your fav platform. Subscribe to DTC Newsletter - https://dtcnews.link/signup Advertise on DTC - https://dtcnews.link/advertise Work with Pilothouse - https://dtcnews.link/pilothouse Follow us on Instagram & Twitter - @dtcnewsletter
What does this episode say about customer retention?
Prioritize personality over experience when hiring for CS roles to build a more effective and adaptable team.
What does this episode say about brand & content?
Ensure your CS team is readily available across all customer-preferred channels to meet expectations and drive satisfaction.
What does this episode say about dtc strategy?
Actively seek out customer feedback, as customers rarely volunteer it, to continuously improve your service and offerings.
What does this episode say about customer retention?
Focus on human-centric customer service; while bots are prevalent, customer trust in them is decreasing, making genuine human interaction more valuable.
What does this episode say about customer retention?
Understand that excellent customer service directly impacts customer lifetime value (CLV) and brand advocacy.
