Max Israel talks about the importance of CX fatigue, ways to get your customers to invest in the conversation, and a few steps you can take to improve CX fatigue.
Takeaways:
✔️ Think of yourself as a Netflix producer. The story you’re producing is the customer one. You are the storyteller in chief.
✔️ You cannot turn off your bologna detector. You will judge even non-human interactions with a brand.
✔️ 55% of people in the contact center say management doesn’t care about their health.
The person who has influenced Max the most in the past year:
✔️ Aaron Sorkin, Screen Writer
His note to all the customer service and experience professionals:
“You are the storyteller in chief of the most important story going on in your company. You spend more time with your colleagues than you spend with your own families. Be a great one and will make their lives fuller and better and the CX metrics will just happen”.
WHAT IS PRESS 1 FOR NICK?
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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