40% to 5% Client Loss Reduction! – How a Customer Portal Revolutionised Equipment Hire | Pulse #24

In this insightful episode of Pulse by Intuji, Julian Wallis speaks with Alex Mead, a veteran customer service expert with over 25 years of experience across multiple industries and 30 countries. Alex shares his unique perspective on customer service experience (CSX) and introduces his innovative EPIC framework for delivering exceptional customer experiences.

Through engaging discussions, Alex breaks down the critical differences between brand experience and customer service experience, challenging common misconceptions in both B2B and B2C environments. This episode offers valuable insights for business leaders looking to transform their customer service approach in today’s digital age.

Topics Covered:

00:00:00 Podcast Intro
Episode snippets and guest background highlights

00:01:45 – Guest Introduction and Background
Alex shares his journey from computer systems to customer service leadership

00:03:12 – Evolution of Customer Experience
How the growth of CX has impacted customer service over the past 15 years

00:09:24 – B2B Service Excellence
Challenging the myth that B2B service can be inferior to B2C

00:12:10 – Case Study: Heavy Equipment Rental Industry
How a crane hire company reduced customer churn from 40% to 5% through digital transformation

00:19:16 – Golf Industry Transformation
How digital transformation revolutionised the golf travel industry

00:29:13 – Customer Retention Strategies
Discussion on preventing customer churn and building loyalty

00:35:39 – The EPIC Framework
Detailed breakdown of Easy, Personalised, Intuitive, and Contextual service

00:42:05 – AI and Customer Service
The role of AI as a concierge rather than a replacement for human interaction

00:46:19 – Traditional Industries and Digital Transformation
Addressing basic self-service needs in traditional sectors

00:47:30 – Future of Customer Service
Critical aspects businesses need to focus on in coming years

00:49:09 – Legacy Discussion
Alex’s impact on customer service through EPIC and CSX concepts

00:50:16 – Career Reflections
Personal insights and advice for customer service professionals

Key Takeaways from this Episode:

• The fundamental difference between brand experience and customer service experience
• Why B2B service should match or exceed B2C experience levels
• How to implement effective self-service while maintaining personal touch
• The importance of proactive customer service
• Leveraging technology to enhance rather than replace human interaction

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