[Step by Step] How to Build Sustainable CX and Avoid Burnout?
Future Commerce · with Jeff Newman · November 20, 2020 · 50 min
Summary
This episode dives into building a sustainable customer experience (CX) model, focusing on the human element in customer care, especially as interactions shift online. Jeff Newman, Head of Customer Care at Porsche, shares his philosophy on fostering a culture where empathy and conversation trump transactional interactions, ultimately leading to improved customer and agent experiences. He emphasizes the critical role of hiring for innate characteristics like care, and aligning tools and incentives with desired human behaviors, making it essential for ecommerce operators looking to elevate their customer service.
Key takeaways
Prioritize hiring for inherent empathy and a genuine desire to care for others, as these 'soft skills' are more critical and harder to teach than technical sales or support abilities.
Shift from transactional customer interactions to conversational ones by mentally meeting customers "shoulder to shoulder" to understand their perspective and de-escalate emotional situations.
Design your CX tools and processes to support desired human behaviors and empathy in your team, rather than forcing agents to adapt their behavior to rigid systems.
Recognize that as self-service options expand, human customer service interactions become more complex and thus more crucial, elevating the importance of highly skilled and empathetic customer care professionals.
Implement incentive programs and annual reviews that heavily weigh the exhibition of desired human behaviors and soft skills, reinforcing a customer-centric culture.
Customer support and burnout often co-exist in an organization. How do you prevent burnout and have sustainable CX, while running one of the most prestigious brands in the world? Jeffrey Newman, Manager of Customer Care at Porsche shares how he keeps it all in balance. Listen now!
What does this episode say about customer retention?
Prioritize hiring for inherent empathy and a genuine desire to care for others, as these 'soft skills' are more critical and harder to teach than technical sales or support abilities.
What does this episode say about founder & leadership?
Shift from transactional customer interactions to conversational ones by mentally meeting customers "shoulder to shoulder" to understand their perspective and de-escalate emotional situations.
What does this episode say about ai & automation?
Design your CX tools and processes to support desired human behaviors and empathy in your team, rather than forcing agents to adapt their behavior to rigid systems.
What does this episode say about customer retention?
Recognize that as self-service options expand, human customer service interactions become more complex and thus more crucial, elevating the importance of highly skilled and empathetic customer care professionals.
What does this episode say about customer retention?
Implement incentive programs and annual reviews that heavily weigh the exhibition of desired human behaviors and soft skills, reinforcing a customer-centric culture.
