Customer Experience with Tethr
Customer Experience with TethrSep 16, 2022
CXellence: How RLI empowers customer service agents to deliver great customer service
If you call RLI, a speciality insurance provider, you're not likely to hear "Sorry, I can't help fix that." The company's agents helps both its insurance providers and customers resolve problems and get answers quickly. RLI received Tethr's CXellence Award for Agent Empowerment for having the fewest incidences of agents who said they couldn't help. Learn about how they created a culture of helpful agents, what other customer experience metrics they focus on, and how they create a culture focused on customers.
CXellence: How Medical Service Company makes doing business effortless for employees and customers
Medical Service Company starts serving its customers by serving another group first: its employees. They know their customers benefit when they arm their team of contact center agents with the right tools and training to help serve customers. In this podcast episode, learn what metrics Medical Service Company focuses on when it measures its customer experience and how they achieved excellence in its contact center. Medical Service Company received the CXellence Award for Effortless Experiences, based on benchmarking metrics measured through Tethr that showed it had the lowest chronic effort of all Tethr users.
CXellence: BCU customer service agents focus on 5 key behaviors to cultivate a great member experience
BCU is one of the fastest-growing credit unions in the country - but has maintained a focus on keeping its members at the center of all they do. In this customer spotlight interview, we talk with BCU about the 5 behaviors they have their customer service agents focus on to create great member experiences and how they meet changing expectations in the digital age.
CXcellence: How Twinstar Credit Union coaches agents to create customer relationships
Twinstar Credit Union focuses on creating a member experience that will keep its customers loyal. In this episode, we talk about which agent behaviors they analyze to make sure that their members receive the best possible service. Twinstar Credit Union received the Tethr CXcellence Award for Agent Relationships, in part because their agents outperformed their peers in offering proactive guidance. That's not the only metric they look at, though. Hear from Director of Digital Experience Aaron Mickelson on what they focus on to coach agents to excellence.
CXcellence: How First Bank and Trust creates lifelong customers
In this new series spotlighting winners of CXcellence Awards, we talk with First Bank and Trust about how they nurture lifelong customers in their customer contact center. In a world you can work anywhere, you can also bank anywhere - which is the mindset their team has when they work to resolve any issue a customer calls them with.
JOLT Episode 3: Overcoming Customer Indecision
In our final part of our interview with Matt Dixon and Ted McKenna, we talk about how high performing sales leaders overcome customer indecision - and how to use that same process in your own sales strategy. We look at what they found in conversations that indicated customers had "Fear of Messing Up" more than "Fear of Missing Out" and how the sales process needs to be adjusted to account for that once a salesperson identifies indecision.
JOLT Episode 2: Understanding Customer Indecision
Are you losing sales to customer indecision? In Part 2 of our interview with Matt Dixon and Ted McKenna, we talk about how they used conversation intelligence to identify and measure the level of customer indecision in sales. Here, they talk about what they learned about the customers’ thought process when we listened to 2 million sales calls and how to adjust your approach based on that. In this interview, we talk with them about how their research became the basis for their new book, The JOLT Effect.
JOLT Episode 1: Researching Sales Like Never Before
In our Season 2 premiere, Tethr CEO Robert Beasley sits down with Co-authors Matt Dixon and Ted McKenna to discuss their research that became The JOLT Effect. Learn how they leveraged the unprecedented 2020 lockdown to research sales in a way that was only made possible when the world went virtual. What questions did they want to answer, how did they use conversation analytics to find them? In the first of a 3-part series, we'll learn how they took learnings from their previous research into sales and customer experience and zeroed in on customer indecision. For more information about Tethr and the JOLT Effect, go to www.tethr.com/jolt.
Episode 12: Landmines to Avoid
Here in the final episode of this season, Matt and Ted share the most common landmines people fall prey to when looking for a technology platform to help them reduce effort. If you want to be an informed buyer, tune in to learn what to look out for before making a purchase.
Episode 11: Customer Effort Outside of the Contact Center
It turns out the story around customer effort goes way beyond the service or customer care function. Listen in as Matt and Ted discuss how customer effort manifests and why being easy to do business with as a company impacts leaders from sales, marketing, product, operations, and more.
Episode 10: Pillar 4 - Frontline Control
Join and Matt and Ted for an exploration of frontline control, the fourth pillar of effort reduction. In this episode you'll learn what this pillar is all about and how we see companies using technology to the good and the bad to manage reps and create a contact center culture.
Episode 9: Pillar 3 - Experience Engineering
In this week's episode, Matt and Ted dig into the third pillar of an effortless experience: experience engineering. Learn how to modernize one of the biggest opportunities for CX and service improvements: managing the perception of effort.
Episode 8: Pillar 2 - Repeat Contacts
When the original research on customer effort was done, we found that THE single biggest driver of customer effort was repeat contacts (when a customer has to call in more than once to solve an issue). In this episode, we introduce some interesting new analyses on this problem and present a different way to think about how to solve this major issue that many companies are still facing today.
Episode 7: Pillar 1 - Channel Stickiness
It's time to unpack the first pillar of a low-effort experience: channel stickiness. Tune in to learn what "good" looks like in this pillar and explore what Tethr and other companies are doing with modern technology to create that low-effort experience.
Episode 6: The Tethr Effort Index
Join Matt and Ted for a discussion on the technology advances that help businesses measure and understand concepts like customer effort. Explore the Tethr Effort Index (TEI) and learn how AI and machine-learning can surface valuable insights from previously unstructured data.
Episode 5: Measuring Customer Effort
Measuring customer experience is critical, but with several methods to choose from, how do you know which score to focus on? Today Matt and Ted examine the differences between NPS, CES, and CSAT and discuss which one is actually "the best."
Episode 4: The 4-cell framework
There's a specific way to think about how customer loyalty works using a 4-cell framework. Listen in to learn how different levels of customer effort and product stickiness affect loyalty.
Episode 3: The 3 Big Findings
When customer effort was first studied, three big findings quickly surfaced that changed how we think about the customer experience forever. Listen to this episode to hear about the big 3 and their impact on CX and service.
Episode 2: Origins of Effort
Take a dive into the original research around customer effort and learn where the concept came from and why the team decided to study it.
Episode 1: Introduction
Welcome to an all new series from Tethr's Matt Dixon and Ted McKenna. Check out this introduction to our series on Customer Effort and learn why we decided to record this season, who it is for, what you will learn from it, and more.
The 4 Ds: Ep 5 - De-risk the purchase decision
Allowing the customer to get off the phone and “think about the purchase” on their own terms is often a death sentence to a potential sale. Learn how the top closers avoid this in our final episode of the series.
The 4 Ds: Ep 4 - Dig into objections
Some of the most successful sales calls are actually animated, debate-like conversations where the agent digs into customer objections and concerns head on. Check out episode 4 to learn why this seemingly aggressive approach works.
The 4 Ds: Ep 3 - Prescribe, don’t diagnose
Converting shoppers into buyers is where inbound sales are won or lost. Tune in to this episode to learn how the top performers handle shoppers and why prescriptive guidance has the greatest impact on conversion rates.
The 4 Ds: Ep 2 - Disqualify aggressively
Did you know a large number of customer calls to the sales department are actually service calls that have gotten a little bit lost? In this episode we discuss how the best sales agents will immediately redirect the call and why that matters.
The 4 Ds: Ep 1 - Introduction
Join Matt Dixon and Ted McKenna in the first episode of our learning series in which they dive into the details of our research and findings from the recent article in Harvard Business Review on the four behaviors that boost inbound sales.