257: Debunking Benchmarks and the Real Power of Customer Feedback; with Ty Givens

Debunking Benchmarks and the Real Power of Customer Feedback; with Ty Givens Join me and the insightful Ty Givens from CX Collective as we confront the common myths of benchmarking in customer support. Get ready to discover why pursuing industry standards might not be the golden ticket to enhancing your customer service game. With Ty's extensive experience, we delve into the importance of customizing your customer support to outshine the competition. We dissect examples such as response times and satisfaction scores to show that the benchmarks which work for some companies can be utterly irrelevant for others. By the end of our chat, you'll understand why creating internal goals based on your company's unique data and customer interactions is the key to delivering excellence in service.  As we continue our enlightening conversation, we switch gears to the power of feedback – the kind that numbers alone can't capture. Prepare to see the value in the stories and detailed experiences shared by customers, which often hold more weight than any statistic. We discuss how these narrative reviews can influence everything from recruiting to purchasing decisions, driving home the point that businesses need to listen intently to their audience. We explore how to harness this feedback to refine strategies, adapt to customer expectations, and truly embrace a customer-first approach. By the time you're done listening, you'll be equipped to shift your focus from chasing numbers to building a brand that resonates with people on a personal level.Support the show

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Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.