cover of episode #43 Going Beyond Basic Customer Service

#43 Going Beyond Basic Customer Service

2024/8/14
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Experts of Experience
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Eli Weiss
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Lauren Wood
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Eli Weiss: 本期节目讨论了客户体验和SaaS领域不断变化的趋势，强调了在行业中友善和谦逊的重要性。他深入探讨了客户体验和留存中个性化的重要性，并重点介绍了利用数据创建目标化信息以及改善客户旅程的价值。他认为，成功的客户留存策略需要兼顾产品质量和精准的客户沟通，并基于对客户需求的深入理解，针对不同类型的客户采取个性化策略。他还强调了在客户体验策略中避免过度工程化或欠缺工程化，并找到个性化和效率之间的平衡点。此外，他还讨论了外包策略、人工智能在客户体验中的应用以及未来客户体验和留存的趋势。 Lauren Wood: Lauren Wood作为主持人，引导Eli Weiss分享了他对客户体验和留存策略的观点，并就相关问题进行深入探讨。她与Eli Weiss共同探讨了客户体验和留存策略的平衡点，以及如何利用数据分析提升客户体验和留存率。她还就人工智能在客户体验中的应用以及未来客户体验和留存的趋势发表了自己的看法。

Deep Dive

Chapters
Eli Weiss discusses his journey in CX, highlighting the misconception that CX is an entry-level job and the lack of young voices in the industry, which inspired him to start a newsletter sharing his learnings.

Shownotes Transcript

On this episode, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses the evolving space of customer experience and SaaS, emphasizing the importance of kindness and humility in the industry. He also discusses the importance of personalization in CX and retention, and highlights the value of leveraging data to create targeted messaging and improve the customer journey.

Tune in to learn:

  • The Importance of Retention
  • Finding the Balance in CX Strategies
  • The Value of Great CX and Missed Opportunities
  • Businesses' Perception of CX
  • The Role of AI in Improving CX
  • The Power of Personalization
  • The Future of Messaging
  • Trends in CX and Retention
  • Elevating the CX and Retention Conversation

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