121: Listening to What Your Customers Are Saying

What does it really mean to listen to your customers and harness the power of their voice?

In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics. Leslie offers her unique insights into the Voice of the Customer (VoC), its differences from customer satisfaction surveys, and the importance of listening at scale to unsolicited feedback. She also shares some advice for businesses interested in leveraging customer conversations to drive improvements and revolutionize their operations.

But that’s not all! Leslie and John dive into machine learning and its impact on customer service. They explore the “eddy effect” – a powerful machine learning model that detects when customers are stuck in their journey – and alerts businesses to take action. Plus, we discuss the potential of chat GPT for customer service, the value of leveraging AI, and the need to appreciate customer conversations as a precious data source.

Don’t miss this conversation that will change how you approach customer service!

Here are just a few takeaways:

  • Unlocking the power of customer conversations through the Voice of the Customer (VoC) methods and distinguishing it from customer satisfaction surveys.
  • Listening at scale and leveraging unsolicited feedback for business improvement and growth.
  • Utilizing machine learning and AI, such as the “eddy effect” model, to identify and address customer pain points in their journey.
  • Exploring the potential of ChatGPT technology for customer service and the importance of using accurate data for AI training.
  • Encouraging businesses to be curious about customer interactions and considering AI and machine learning to enhance customer experience at scale.

Resources mentioned:








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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.