42:03San Diego 2024
San Diego 2024
Customer Service Personalization, Voice, and Retention
Lacy Eyre, Doug Burda, Zoe Kahn, Chris Carter, and Kelly Stacey compare service metrics, channels, training, and team incentives. Learn how customer support connects to retention and revenue.
Watch it. Put it to work.
ABOUT THIS SESSION
Measure the impact of the service experience.
Lacy Eyre, Doug Burda, Zoe Kahn, Chris Carter, and Kelly Stacey compare service metrics, channels, training, and team incentives. Learn how customer support connects to retention and revenue.
For ecommerce founders, marketers, and operators working on customer experience.
- Speakers
- Lacy Eyre
Director of Client Success, Aventus - Doug Burda
CEO, Red Apple Fireworks - Zoe Kahn
VP of Retention, Audien Hearing - Chris Carter
CEO, Forged 4x4 - Kelly Stacey
Business Consultant & Strategic Advisor, Kelly Stacey Consulting - Recorded at
- San Diego 2024 ↗
September 2024
Speaker roles and platform examples reflect the session’s original context. This is an archived conversation.
TAKE IT BACK TO YOUR DESK
Ideas to put to work.
- 01
Measure the impact of the service experience
Response time is only one part of understanding customer support.
Read this part · 02:15 ↓ - 02
Choose channels your customers can use
Support channels should fit the people buying from the brand.
Read this part · 04:21 ↓ - 03
Train and incentivize for the outcome
Scaling support requires preparation as well as staffing.
Read this part · 10:59 ↓
READ THE SESSION
The edited transcript.
A condensed, edited reading version based on the YouTube captions and session chapters. Repetition and unclear audience audio have been removed; the discussion is paraphrased for clarity, rather than presented as a verbatim transcript. Timestamps refer to the original video.
Original recording on YouTube ↗Measure the impact of the service experience
Response time is only one part of understanding customer support. The panel discusses how to connect service with business outcomes and customer needs. Different products and audiences create different expectations, so the team needs context when deciding which measures deserve attention.
Choose channels your customers can use
Support channels should fit the people buying from the brand. The speakers compare approaches across their businesses and customer demographics. The conversation connects accessibility and responsiveness with a service experience that helps people resolve problems and continue their relationship with the brand.
Train and incentivize for the outcome
Scaling support requires preparation as well as staffing. The panel discusses training, seasonal demand, and incentive structures. Their examples connect team behavior with the experience customers receive, including the balance between helping someone and creating appropriate revenue opportunities.
KEEP THE IDEAS COMING
Stay in the conversation.
3 SESSIONSPLAY IT BACK. PUT IT TO WORK.
YOUR NEXT STEP: IN THE ROOM
Bring your questions.
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