『The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality』のカバーアート

The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality

The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality

著者： Fexingo
無料で聴く

Two co-hosts, Lucas and Luna, sit at a quiet call-centre desk and examine the economics of customer retention. Each episode takes a single company's real service data — churn rates, Net Promoter Scores, average handle time, first-contact resolution — and asks whether the numbers tell a story of loyalty or leakage. Lucas, a journalist trained to interrogate corporate claims, pushes for the raw numbers behind slogans like 'customer obsession' and 'relationship banking'. Luna, an engaged interlocutor with a background in operations, tests those numbers against frontline reality: What happens when a chatbot deflects a complaint? When a loyalty programme rewards spending but not tenure? When a return policy is generous to the point of margin erosion? Together they trace the tension between cost efficiency and genuine service quality, using cases from retailers, airlines, telecoms, and SaaS providers. The show does not offer playbooks or frameworks. It offers a conversation that leaves the listener with a sharper question: In your own business, where is the gap between what you promise and what the data actually shows about how you treat customers? #CustomerRetention #NetPromoterScore #ChurnRate #FirstContactResolution #ServiceQuality #CallCenter #CustomerLoyalty #CustomerExperience #SaaS #Retail #Telecom #AirlineIndustry #LoyaltyPrograms #CustomerServiceData #FexingoBusiness #BusinessPodcast #Business #CustomerService Keep every episode free: buymeacoffee.com/fexingo© 2026 Fexingo. All rights reserved. 経済学
エピソード
  • Why Customer Service Needs a Preemptive Outreach Strategy

    Why Customer Service Needs a Preemptive Outreach Strategy
    2026/06/09
    Lucas and Luna explore how proactive customer service calls, before issues arise, can dramatically boost retention and loyalty. They examine a case study from a mid-sized SaaS company that reduced churn by 30% with a simple 'check-in' call program. The hosts discuss why most companies wait for complaints, how preemptive outreach builds trust, and what data supports the strategy. They also touch on the psychological principle of reciprocity and why a five-minute call can be more effective than a year of reactive support. Practical takeaways include how to identify which customers to contact first, what to say, and how to measure success without surveys. #CustomerService #Retention #ProactiveSupport #Loyalty #ChurnReduction #SaaS #Reciprocity #CustomerExperience #BusinessStrategy #ServiceQuality #Podcast #FexingoBusiness #BusinessPodcast #CustomerRetention #ProactiveOutreach #CustomerLoyalty #ServiceExcellence #CustomerSuccess Keep every episode free: buymeacoffee.com/fexingo
    続きを読む 一部表示
    9 分
  • Why Service Recovery Should Be a Customer Choice

    Why Service Recovery Should Be a Customer Choice
    2026/06/08
    Lucas and Luna explore a counterintuitive insight from customer service research: giving customers a choice in how a service failure is resolved — not just an apology or a proactive fix — significantly boosts retention. They walk through a specific 2024 study from the Journal of Service Research showing that customers who were offered a menu of recovery options (refund, credit, or a sincere apology alone) had 22 percent higher repurchase intent than those given a single predetermined remedy. Lucas ties the idea to an example from Zappos, where representatives once had permission to let customers choose between a replacement and a full refund on a notoriously difficult shoe model. They discuss why many companies still default to a one-size-fits-all recovery script, what happens when the choice itself signals respect for the customer's judgment, and how to train agents to offer options without overwhelming the customer. The episode closes with a question about whether service recovery menus could become standard practice — and what that would mean for agent training and CRM systems. #CustomerService #ServiceRecovery #CustomerChoice #Retention #Loyalty #Zappos #JournalOfServiceResearch #RepurchaseIntent #RefundPolicy #AgentEmpowerment #RecoveryOptions #CustomerExperience #Business #FexingoBusiness #BusinessPodcast #CustomerServicePodcast #ServiceQuality #ChoiceArchitecture Keep every episode free: buymeacoffee.com/fexingo
    続きを読む 一部表示
    10 分
  • The Hidden Cost of Customer Service Metrics That Demoralize Agents

    The Hidden Cost of Customer Service Metrics That Demoralize Agents
    2026/06/08
    Customer service metrics like Average Handle Time and First Call Resolution are meant to improve efficiency, but they often drive away the best agents. This episode examines the case of Zappos, which famously abandoned call-time metrics in favor of customer satisfaction. Hosts Lucas and Luna discuss the psychological toll of being timed on every interaction, how metrics can incentivize bad behaviour, and why some companies are switching to customer effort scores or letting agents define their own success criteria. They also explore research from the Harvard Business Review showing that agents who feel trusted to resolve issues on their own time have lower turnover and higher customer loyalty. The episode includes a practical takeaway: if you measure agents, measure what you actually want — not just speed. #CustomerService #Business #Zappos #EmployeeMorale #Metrics #AgentBurnout #AverageHandleTime #FirstCallResolution #CustomerSatisfaction #CustomerEffortScore #EmployeeRetention #ServiceQuality #WorkplaceCulture #HarvardBusinessReview #FexingoBusiness #BusinessPodcast #ServiceDesign #CallCenter Keep every episode free: buymeacoffee.com/fexingo
    続きを読む 一部表示
    6 分
adbl_web_anon_alc_button_suppression_t1
まだレビューはありません