Customer Experience upping your Customer Service game with Ty Givens (episode 127)by April Buencamino-dy
Ty Givens is a CX expert and advisor to companies that want to improve and scale customer experience. With the team she’s built at CX Collective they tackle everything from workforce management and training, to process improvement and CRM implementation. As she describes it – they’re rebuilding the plane whilst in flight! AND achieving ROI upwards of 60% for their clients – now that’s worth the investment.
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About CX Collective
Originally called The Workforce Pro, CX Collective was founded by Ty and focused on workforce management. Over time, she got contacted more to help scale CX because she always managed to mature customer experience.
The company grew organically with Ty’s intention of helping as many companies as she could while providing quality work.
Implementing Customer Experience
Undertaking customer experience initiatives is not simple, Ty says, and covers people, processes, and technology. When they work with a company, their first focus is on the process because a lot of things can be fixed with good processes.
Then they move on to technology and match that with the process that has been improved. After this, the people are trained on how to use the technology to support the new process.
Considering that you’re going to change the way things are being done in the business, Ty recommends making sure that your people understand the benefits of these changes and that you get them on board early in the implementation.
Identifying What to Fix First
Ty says you have to identify where your biggest pain points are, and that’s the process you focus on fixing first.
When you’re able to repair that particular pain point, you get to lay the foundation for building and scaling your customer experience.
A Journey That Takes Time
Customer experience is at the heart of the business, which is why improving it takes time, resources, and planning. Whatever change you implement will impact all components of the business; that’s why it’s considered a huge project.
When you plan to build your customer experience culture, identify your requirements clearly before doing anything and make sure whoever you’re working with understands them.
If we’ve inspired someone to take their first step with customer experience – what do they need to know to give themselves the best chance of success?
Look at your business as a customer, and make sure your processes are catered to the customer.
One thing Ty suggests is keeping a list of things you want to change but cannot at the moment. When the opportunity comes up and you can implement change, you already have your list to refer back to.
Once you’ve started of course you’ve got to ‘keep optimising’! So what’s your favourite way to improve customer experience performance?
Focus on your processes and how you can improve them, because that is where the money is.
If you can optimise your processes, you can save a lot. So look at your processes objectively and find out what you can improve when engaging and working with customers.
If someone listening wants to learn more about customer experience is there one cheap/free resource you’d recommend?
Get in touch with any of the CX Collective experts to get more advise about customer experience.
Crystal ball time – what’s coming up in the next 6-12 months that we should be getting ready for in customer experience?
Ty mentions two things:
- Video chat
- Actual phones
Both are becoming differentiators in businesses, and it would be good to see where these can fit in your operations.
Ty on Social media:
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