207. Beyond Support: Unlocking Revenue Through Customer Experience

Key Insights & Quotes

1. Importance of CX as a Strategic Tool
   • Insight: Amanda discusses CX not just as a support function but as a crucial part of strategic business operations that touches all aspects of a company.
   • Quote: "CX is really the one department in every company that does, and if it doesn't for your company, should touch every other part of the business."
   • Timestamp: 00:21.543
2. Revenue Generation through CX
   • Insight: Amanda highlights how CX departments are moving beyond cost centers to become revenue-generating parts of the business.
   • Quote: "As much of a cost center, because bodies cost money, people cost money, we're revenue driving."
   • Timestamp: 00:21.543
3. The Feedback Machine Role of CX
   • Insight: Amanda emphasizes the role of CX as a feedback machine, crucial for real-time business adjustments and improvements.
   • Quote: "And if you're not having your CX team exist in that sort of capacity, you're hugely missing out."
   • Timestamp: 00:21.543
4. The Misconception of CX as Just a Call Center
   • Insight: Amanda addresses the common misconception of CX as merely a call center, underscoring its complex and strategic importance.
   • Quote: "But the sexy part is that we drive revenue and then we give back to the business in ways that other departments just wouldn't be able to."
   • Timestamp: 00:21.543
5. CX in Retention and Personalization
   • Insight: Discussing retention, Amanda illustrates how personalized CX can lead to better customer retention and sales.
   • Quote: "But what if you reached out and you said, I didn't like product X and we say, I actually see you've tried product X, Y, and Z. Have you considered product A?"
   • Timestamp: 03:57.739
6. The Impact of Poor Logistics on CX
   • Insight: Amanda shares how logistical failures can significantly impact customer experience and retention, stressing the need for CX involvement in operational decisions.
   • Quote: "People were getting deliveries that used to take three to four days in like nine, 10, or 11 days."
   • Timestamp: 16:41.867
7. CX as Part of Product Development and Feedback
   • Insight: Amanda discusses how CX should be integrated into product development and feedback processes to enhance product offerings and customer satisfaction.
   • Quote: "You don't get that anywhere else. Product development, yes. You don't get that anywhere else."
   • Timestamp: 05:20.439
8. Training and Integration of CX Across the Business
   • Insight: Amanda advocates for the training and integration of all company employees in CX principles to foster a comprehensive understanding of its impact across the business.
   • Quote: "Everyone at Love Wellness is required to do about four weeks of CX work."
   • Timestamp: 27:35.745
9. Evolving Perception of CX Roles
   • Insight: Amanda speaks about the evolving perception of CX roles, highlighting their complexity and strategic importance beyond traditional customer service.
   • Quote: "It isn't the throwaway, fresh out of college job, but there's so much more that meets the eye."
   • Timestamp: 14:50.103
10. The Strategic Necessity of Listening in CX
    • Insight: Emphasizing the strategic necessity of listening, Amanda explains how CX insights can lead to significant business improvements and customer satisfaction.
    • Quote: "You just have to throw spaghetti at the wall and we'll say, yeah, yeah. We know how people respond to that type of language. Here, here it is."
    • Timestamp: 30:46.858

Looking to hear more from Amanda? You can find her on LinkedIn.