Pissed Off Customers

WHAT ARE WE TALKING ABOUT TODAY? Pissed off customers and why great customer service is essential to career success and business growth. We look at why customer service fails to deliver so often and some ways you can use to do a better job. We look at the metrics of CAC, LTV, and Churn, and learn about the terror of a customer who invokes “Plan T.”

WHAT TOPICS DO WE COVER?

* A story about Kelli’s recent bad experience with a software company

* Examples of some easy Customer Service math that proves a few points

* We define CAC - Customer Acquisition Cost, LTV - LifeTime Value, and Churn

* An example of a restaurant’s losses due to poor customer service

* What is Plan T?

* Small customers are more important to please than most large customers

* A few suggestions on how to easily avoid costly bad customer experiences

WHAT’S THE TAKE-AWAY?

Customer service, not just good - but great customer service - is vital to business and career success. To make this work for you, you need to invest in customer retention programs as much or more than you invest in new customer acquisition. We offer some real-world advice. 

WE USED THESE RESOURCES:

Besides our experiences that directly relate to this topic, we found the following resources very helpful in preparing for this episode:

The R in CRM means Revenue episode: https://www.myjobhereisdone.com/the-r-in-crm-means-revenue/

The definition of (CAC) Customer Acquisition Costs: https://en.wikipedia.org/wiki/Customer_acquisition_cost

The definition of (LTV) Customer LifeTime Value: https://en.wikipedia.org/wiki/Customer_lifetime_value

WHO ARE DAVE AND KELLI?

An entrepreneur and intrapreneur duo with street smarts, ‘preneurial’ chops, and a penchant for storytelling.

Dave and Kelli met as teenagers and have a life-long story of their own. They took separate and contrasting career paths, both struggling with challenges and celebrating their career successes differently. 

Over the years, they noticed similarities in their stories about their work, the people they interacted with, and how business was conducted. Kelli, who “worked for the man like a dog for decades,” and Dave, who “started or ran businesses all of his life,” quickly realized there is substantial value for others in those combined experiences. The “My Job Here Is Done” Podcast is the result. 

HOW TO WORK WITH US

Ultimately, you’re building a great business or moving up the career ladder of success, and we absolutely know we can help!

If you like what you hear in the podcast, we have more to share with companies that we work with. 

With the foundation of business experience from Dave and Kelli as a team, in concert with subject matter experts from the rich roster of smart people in our network, we have put these goals, culture themes, and operational processes you hear on the podcast to the test - and they work. 

If you have a complicated problem to solve, AND you like to play to win in business or soar to new heights in your personal career success - click here to learn how you can work with us.