In the first part for the CCL (Contact Center Leadership) series we're doing on Caffeinated CX, we talk about Leadership Capital. How to earn it, how to spend it, and how to waste it. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Let's talk mindset and personal and professional growth. Before there was Caffeinated CX, there was Coffee With Dave, a weekly talk I gave to my peers at Rooter Hero Plumbing & Air. Here is one of my favorites, "as a dog returneth" and it's about how fools return to their folly. Let me know if you want more (or less) content like this and I can make it happen, these were fun. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Heya! It's me, Imoen. Not really. On this episode of Caffeinated CX we cover the 4 Pillars of a Blue Collar Call Center. These pillars are: Customer Experience Booked Leads Field Support Culture Let's talk about it. https://linktr.ee/caffcx #customerexperience #customerservice #plumbing --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

The day after Thanksgiving, a day for shopping for some, the horrible clean up of family feasts gone to ..... for others. In the trades, the day after Thanksgiving is known as BROWN FRIDAY, where the phones are blowing off the hook (that's an old outdated expression), the customers are panicked, and Uncle Buck is sitting in the corner embarrassed because his gluttony caused the bathroom to blow up. Not to mention Aunt Sally put all the potato peels down the garbage disposal, but you know what? That's our Aunt Sally for you. https://linktr.ee/caffcx #brownfriday #customerexperience #customerservice --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

A special treat from the archives: m a g i c w o r d s with a little help from our special friend. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this bonus episode of Caffeinated CX, we dive into the world of customer service burnout and how companies can dominate it. We cut through the fluff to reveal tactical strategies for combatting burnout in call centers. From embracing remote work to personalized wellness initiatives, we provide a game-changing guide that's not just for individuals but for the success of the entire organization. It's time for companies to own up, face the demons, and ensure their warriors thrive in a burnout-free environment. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode, we're breaking down the ultimate secret to customer loyalty – reducing effort. We'll uncover the hardcore truth supported by data from the Harvard Business Review and insights from "The Effortless Experience." Discover how industry giants like Amazon and Chick-fil-A have mastered this game. Plus, learn the battle-tested strategies to obliterate customer effort in your business: fully staffed voice channels, ruthless chatbots, and self-service ordering. Get ready to level up your customer loyalty game! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Let's explore the key pillars of a customer-centric approach. From personalization and understanding customer isolation we learn how to build more than just a business – a community. Join us as we dive into the essence of empathy, support, and meaningful connections in the world of customer experience. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode of Caffeinated CX, we explore the critical role of 5-star Google reviews in the plumbing and HVAC business. We learn how these reviews impact credibility, visibility, and customer trust. We also delve into the strategies for consistently getting these rave reviews from your customers and the significant benefits they bring to your business and your service technicians. Discover how 5-star reviews are not just a metric but a path to dominance and excellence in your industry. #customerexperience #fivestarreviews #googlereviews https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Occupy Wall Street failed for much the same reasons the Star Wars Sequel Trilogy failed. Since 2011 the gulf between the rich and the poor has increased, we've entered into what many are calling a "silent depression", more jobs are being lost to offshoring and automation, 18 and 19 year old's are being brainwashed to take on tens of thousands if not hundreds of thousands dollars worth of debt, and the establishment is stronger than ever. Since 1978, the CEO compensation among America's 300 biggest companies has increased by 1,460% while the average worker's pay has gone up by only 18% (both adjusted for inflation.) Tent cities are everywhere. Gas is $6 a gallon in Los Angeles. People are working three jobs to make ends meet. All of these things escalated since Occupy Wall Street. But because of the lack of leadership, lack of clarity, and lack of vision nothing like it has formed since. If you stand for everything, you stand for nothing. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Sup boys and girls? On this episode of Caffeinated CX we talk about our Stakeholders, and how they are just as important if not more so as your Shareholders. Who are the Stakeholders? Your employees, your vendors, and your community. Boom. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Happy Customer Service Week, everybody! Here is how we rung in the Week at Rooter Hero Plumbing & Air! Here is the HeroCX Framework. Enjoy! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode of Caffeinated CX we rant about the injustice of cutting customer service jobs when companies face challenges. Discover why this practice is not only wrong but detrimental to long-term success and human dignity. Join the fight against outsourcing and stand up for the unsung heroes of your business—your customer service representatives! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Welcome to 4th Quarter and Welcome to Customer Service Week 2023!! Here we lay out the HEROCX Framework. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Here's a Speech I wrote to kick off Customer Service Week 2023. What are you doing to celebrate? --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode of Caffeinated CX, we read the Forrester CX Index report (free version lol) on the state of CX in 2023. With no surprise, it's awful. Let's dissect it. https://www.forrester.com/blogs/us-cx-index-2023-results/ Here's the LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX (episode 154... 😲) I sat down with John Akhoian, the founder of Rooter Hero Plumbing & Air and friend to the show. We talked Customer Experience in the trades, creating a Company Culture, and Leadership in one of, if not the largest privately owned Plumbing company in the Republic of California. Links: The CaffCX LinkTree: https://linktr.ee/caffcx Rooter Hero Plumbing & Air: https://rooterhero.com/ John's LinkedIn: https://www.linkedin.com/in/john-akhoian/ John's Books: https://rooterhero.com/books --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX we dive into the world of plumbing and other trades companies and how they can excel in the modern business landscape. Discover inspiring stories of customer interactions that turned into remarkable opportunities and learn valuable strategies for fostering strong customer relationships. Explore the importance of embracing the customer-centric shift in the plumbing industry and gain insights into handling negative feedback while maintaining a positive brand image. Join us on this journey to prioritize long-term customer relationships and success. Here's the LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX we talk about hiring members for your Customer Service Team off of their EQ (Emotional Intelligence Quotient) and their CQ (Control Quotient). Why is it important? Which is more important? We turn to the pages of the Effortless Experience to see. LinkTree Steel & Soul The Blue Collar Call Center --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX, we dive into the first pillar of the CAFFEINATED Framework, the Communication Crucible which, if done right will bring your business and your customer service to new heights, heights never dreamed of before. Yeah. Here's the LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX we're delving deep into the world of customer experience like never before. Get ready to be inspired as we unravel the importance of unyielding training for your Customer Service Department. From mastering skills to crafting unforgettable service, we'll explore how this relentless pursuit of excellence not only transforms your customer interactions but also sparks a domino effect across your entire business. We discuss how important it is for your training material, your trainers, your Team Leads, and your supervisors to all be in alignment. If they're not, you are DOOMED. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

We reach down into the archive for this gem of an episode. Enjoy the beginning of Caffeinated CX, where it was an offshoot of Coffee With Dave, an internal video series for Rooter Hero Plumbing & Air Here's the LinkTree! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode of Caffeinated CX, we tackle the frustration of repeating ourselves during calls and the importance of empathy in customer service. Discover why getting worked up over simple questions isn't worth it and why ego has no place in exceptional service. It's time to flip the script, treat everyone with respect, and turn each call into an opportunity to make a positive impact. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode of Caffeinated CX, David introduces the concept of the Compassionate Meritocracy Emphasizing the importance of high standards and human compassion, he explains how this approach fosters a positive and supportive workplace culture. Discover how the call center thrives on excellence while remembering the humanity of its employees, creating a dynamic and fulfilling environment for everyone. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX, we talk Leadership, Company Values, and Culture with the reminder that leadership is not just a title; it's a responsibility to be the living embodiment of our values. Leading by example builds trust, the currency of leadership. Everyone in the company has a role in shaping the culture through consistent actions that align with the shared beliefs and principles. By living and breathing the values, the tribe becomes an unstoppable force, leaving a lasting legacy for generations. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode of Caffeinated CX, we dive deep into the world of call centers and explore the game-changing benefits of performance pay and gamification. Drawing inspiration from the legendary game World of Warcraft and others, we'll uncover how these strategies can supercharge your call center's productivity, motivation, and customer experience. Get ready to unleash the inner warriors, mages, warlocks, and paladins within your agents and take your call center to new heights! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX we delve back into the shadowy depths of the Customer Service Subreddit on... Reddit where we take a look at why some companies force their chat customer service agents to use expander macros, copy/paste responses, and templates when they could just get a Chatbot. Please note, this is not an argument for Chatbots. Here's the LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this Espresso Shot (It's a double shot): we explore the essential role of empathy and emotional intelligence in customer service. We delve into how call center agents and leaders can cultivate these qualities to enhance customer interactions. The episode highlights the significance of empathy as a bridge to customer satisfaction and emphasizes the power of emotional intelligence in handling challenging situations. Practical tips and strategies are provided for improving empathy and emotional intelligence, along with guidance for call center leaders on fostering a supportive environment. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Welcome to Caffeinated CX, where we delve into the electrifying realm of building a customer-centric company culture. Brace yourself for battle-tested strategies that will propel your business to new heights. It starts with leadership setting the example, but every soul in your organization must embrace the customer-centric mindset. Empower your people, invest in training and development, and foster cross-functional collaboration. Embrace customer feedback, transparency, and continuous improvement. Celebrate victories and let them fuel your drive. With these weapons in your arsenal, march forward, conquer your industry, and unleash the power of a customer-centric culture. Let the revolution begin! Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this Espresso Shot, join us as we dive into the world of customer service revolution and provide 5 Ways to Up your CX Game. Discover how to create effortless experiences that rock the establishment and leave customers begging for more. Prepare to get Caffeinated as we tear down the walls of mediocrity and revolutionize customer service with authenticity, empathy, and continuous improvement. Get ready to disrupt the status quo, ignite customer satisfaction, and foster unbreakable loyalty. Are you ready to join the revolution? Watch now and be inspired to revolutionize your approach to customer service. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Join us on a CX journey as we uncover the truth about customer service in plumbing companies. Armed with the wisdom of the Peak-End Rule, we explore the impact of friendly plumbers, attentive phone operators, and efficient dispatchers. Discover the power of creating positive peaks and triumphant endings to revolutionize the customer experience. Get ready to rock the world of plumbing service! Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode of Caffeinated CX, we challenge the misconception that constantly delighting customers is the key to loyalty. Instead, we embrace the power of delivering effortless experiences. By prioritizing consistency, streamlining processes, and minimizing customer effort, we unlock the true path to unwavering loyalty. We delve into the psychology of human nature and strike a harmonious balance between effort and excellence. Through captivating examples, we learn how industry leaders have redefined customer service by focusing on simplicity, convenience, and reliability. Join us as we rewrite the rules, shatter illusions, and embark on a CX revolution that will transform the way we serve and delight our customers. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this Espresso Shot, we delve into the captivating world of employee engagement and customer experience. Get ready for mind-blowing insights and statistics that will revolutionize the way you approach business. Discover the powerful connection between engaged employees and exceptional customer satisfaction, and unlock the secrets to dominating your industry. Join us on Caffeinated CX, where we delve into the dynamic world of customer experience and employee engagement. Discover the secrets to delivering exceptional customer service, boosting employee satisfaction, and dominating your industry. Get ready for a caffeine-infused journey of insights, strategies, and statistics that will revolutionize your business. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this Espresso Shot, we delve deep into the untamed world of positive reviews and customer experience. Join us as we uncover the raw, unfiltered truth behind the extraordinary power of positive reviews and how they can propel your business to new heights of success. Discover how positive reviews serve as the ultimate fuel that drives businesses to the top, converting doubters into raving fans along the way. Explore the impenetrable armor of reputation that shields businesses from negativity and learn how positive reviews can revolutionize your SEO game. Dive into the currency of trust, where social proof reigns supreme, and gain insight into tactical dominance by responding to reviews with speed and authenticity. We'll guide you through the review revolution, where you'll learn how to generate a tsunami of positive reviews and reshape the battlefield of customer-centric excellence. Don't miss out on this opportunity to unlock the secrets of positive reviews and unleash your business's true potential. Get ready to dominate the online world like never before! Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode we dive headfirst into the unfiltered truth about the consequences of poor customer experience. Brace yourself for a reality check that will shake the very foundation of your business. From the silent revenue killer of customer churn to the devastating impact of negative word-of-mouth, we reveal the hidden costs that come with neglecting your customers. But fear not, because we also explore the power of customer experience and customer service leadership. Discover how visionary leaders can inspire greatness, cultivate a customer-centric culture, and set the bar high for exceptional service. It's time to rise above the challenges, seize the opportunities, and revolutionize your approach to the customer experience game. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this electrifying episode we explore the intersection of punk rock, contact centers, and marketing to revolutionize customer engagement. Discover how embracing authenticity, empowerment, disruption, and social justice can elevate your contact center's customer service and brand engagement to new heights. Learn from inspiring stories of punk rock in action, and uncover practical strategies to challenge conformity, unleash innovation, and make a profound impact on both your customers and society. Join the rebellion and ignite a transformative journey in the world of punk rock contact centers and marketing. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode, we delve into the world of contact centers, uncovering the secrets of a minimum viable tech stack. Join us as we strip away the excess and reveal the essential components that drive effective contact center operations. From customer relationship management (CRM) systems to omnichannel solutions, analytics tools, workforce management software, and data security measures, we leave no stone unturned. Learn how to empower your agents, enhance the customer experience, and maximize your return on investment. Tune in now and revolutionize your contact center with a lean, powerful, and future-proof tech stack. LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this power-packed episode of Caffeinated CX we reveal the secrets to exceptional customer service. Learn how to strike the perfect balance between blowing minds and ruthless efficiency. From personalized experiences to lightning-fast problem-solving, we uncover the essential service standards you need. Inject personality, streamline processes, and anticipate customer needs like a psycho psychic. Discover the impact of surprise and delight, and embrace feedback for continuous improvement. Get ready to dominate your industry with unmatched customer service. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

First, go to the LinkTree and check out the blog. Jeesh. Introduction: Get ready to ignite your senses as we plunge headfirst into the dark depths of customer experience. Today, we're tearing down the walls, smashing the barriers, and unleashing the glorious holy power of collaboration between marketing, customer service, and sales. Brace yourselves for a mind-blowing discussion that will revolutionize your business. Part 1 Chains of Isolation: We're ripping apart the chains that bind us in departmental isolation, exposing the devastating consequences and missed opportunities that come with it. It's time to unite as a front, my comrades, and deliver experiences that defy expectations. Part 2 Unveiling the Goldmine: Those recorded calls, my friends, hold secrets that will shake the foundations of your marketing campaigns. We're tapping into the raw, authentic voice of the customer, molding campaigns that resonate with their deepest desires. And don't even get me started on the power of sales results—they hold the key to refining your strategies and unlocking exponential growth. Part 3 Embracing the Devil's Data: Prepare to enter a realm where data reigns supreme. Together, we'll harness the infernal powers of collaboration between marketing, customer service, and sales. We'll identify trends, predict customer needs, and unleash targeted campaigns that strike with precision. It's time to wield data as a weapon and conquer the business battlefield. Part 4 The Unstoppable Pact: Witness the birth of an alliance that will shatter expectations. As marketing, customer service, and sales unite, we'll forge a customer-centric revolution like no other. Brace yourselves for seamless journeys, unparalleled problem-solving, and a rise in customer satisfaction that will leave our competitors trembling in fear. Conclusion: In this final crescendo of madness, we recap the dark secrets we've uncovered. Remember, the call to action is clear—break free from conformity, embrace collaboration, and unlock the true potential of your business by delivering experiences that will haunt your customers' dreams. In a good way. Remember to share, review, and subscribe! Have a cup of coffee for me. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

An episode from the before times. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX we talk about why it's sometimes necessary to let customers go, and compare it to when you need let someone go in your personal life because they're toxic or they're abusive. Then we talk about tipping in Self Service environments, because that's weird. Who's we? Me. Anyway, here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode, we discuss the importance of customer experience in business and provide specific examples of what bad customer experience looks like. We also provide actionable steps that businesses can take to improve their customer experience, such as understanding their customers, empowering their employees, communicating effectively, being responsive to feedback, and prioritizing customer experience as a key part of their overall strategy. By prioritizing customer and more importantly, employee experience, businesses can build long-lasting relationships with their customers and gain a significant advantage over their competitors. Tune in to learn more! Also, I had Bing AI rewrite Earth Crisis' Firestorm to be about bad Customer Service and not about killing drug dealers, so there's that. Here's the bloody Linktree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Here's a question: why does almost nobody offer personal development training for their contact center employees? In this episode, we attempt to answer the question and give reasons why you should care about their personal and professional growth. LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In this episode, we explore the CAFFEINATED CX mindset for providing exceptional customer service. From the power of high energy to the NPS-driven approach, we cover all the essentials for building positive relationships with customers and growing your business. Discover how to stay motivated, work hard, take breaks, and focus on the customer to bring positive energy to every interaction. Learn how to maintain your energy levels all day long, set achievable goals, prioritize tasks, and create a positive customer experience that exceeds their expectations. Join us as we dive into the world of customer service and explore the CAFFEINATED CX mindset that will help you make every interaction count! The LinkTree! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Welcome to "Caffeinated CX," the podcast where we talk about CX and stuff... all in a hyper-caffeinated state. In this episode, our host David, the Caffeinated CXO, takes a deep-ish dive into the world of personalization in customer experience. We'll explore the power and pitfalls of customized experiences and discuss the importance of finding the right balance between personalization and efficiency. David will share insights and examples of how personalization can be effective when done correctly, but can also have negative consequences if not done with the customer's preferences and needs in mind. From personalized welcome notes to dedicated account managers, we'll discuss the innovative ways companies are personalizing CX and the trends shaping the future of personalization. If you're passionate about creating a customized customer experience that leaves a lasting impression, this episode is for you. Grab a cup of your favorite brew, crack open an energy drink, or bump a line of pre-workout, and join us for a lively discussion on personalization in customer experience. Don't forget to subscribe to "Caffeinated CX" to stay up-to-date on the latest trends and insights in CX. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX we return to the depressing depths of the Callcentre Subreddit, a place of terror and sadness to read a post that asks "is QA a form of workplace bullying?" It can be. If the QA and Supervisors only focus on the bad, get excessively nitpicky, or the only time they interact with QA or their supervisor is when the agent did something wrong. Most of the time, I don't think it is. But let's talk about it regardless. LinkTree! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX we go out on a tangent (okay, it's a short speech I wrote) about the importance of Company Culture, drawing from three books I've been obsessed with lately: The Effortless Experience, The Thank You Economy, and Delivering Happiness. Why is Company Culture so important? How does it affect your bottom line? Listen and find out! The LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of Caffeinated CX Zac Garside of Power Selling Pros Zooms in to the Studio where we talk about about CSRs and Remote Management. https://powersellingpros.com/free The Caffeinated CX LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support