How to create a customer service culture that drives growth and profits
- E320
- 39:01
- January 14th 2023
Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions, is on a mission to turn customer service into a profit center but faces the challenge of overcoming organizational data silos, outdated CX tools, and prioritizing customer pain points to create a frictionless customer experience. You will learn how to create a customer service culture that will lead to growth and profitability.
"If you invest money into customer service, customer experience, you're going to have longer retention tails and you're going to have, what did you say, 160% of revenue versus competitors. If you're willing to invest those two to $3, you're going to get $10 to $12 in output." - Jonathan Shroyer
Jonathan Shroyer is the Chief Customer Experience Innovation Officer for Arise Virtual Solutions and has over 20 years of experience in the customer experience space. He is a big contributor in creating an advanced virtual first customer care platform for some of the biggest brands in the world, including Microsoft, AutoDesk, Postmates, and Caban.
Jonathan Shroyer, the Chief Customer Experience Innovation Officer for Arise Virtual Solutions, has been in the gaming space for more than 10 years. He believes that gaming is at the forefront of all the great adoptions of future innovations and that customers need support and service. Jonathan has developed a way to mathematically prove that customer experience can be a profit center and not just a cost center. He has created a Customer Outcome Score and focuses on four or five metrics including customer satisfaction and product adoption and retention. By using leading indicators in this way, customer service teams can be nimble and take action in real time to generate profit and ensure customer satisfaction.
In this episode, you will learn the following:
1. How can companies turn customer experience into a profit center?
2. What are the challenges faced by organizations while trying to create a frictionless customer experience?
3. How can companies use metrics to measure customer outcomes and optimize customer experience?
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