A Deep Dive into the Value of Customer Service
Episode description
Barry Kirk helps companies build customer loyalty programs,. In his position as a principal at Chapman & Co. he helps businesses deliver growth by showing them how to build a strong customer connection. He’s a strong advocate of the idea that “consumers are human beings first,” and that idea helps him work with companies to deliver “customer experiences that leverage behavior science, behavioral data analysis, persuasive design, and gamification,” according to his company bio.
Kirk works with not just company leadership, but also employees, and customers. His efforts focus not just on building relationships with existing customers but also on building bonds with high potential customers -- people who should be loyal customers who are too focused on competitors.
In a freewheeling discussion that looks at what many companies are wrong when it comes to how they treat consumers, Kirk sat down 7investing Lead Advisor Dan Kline. Kirk breaks down what drives customer loyalty and why so many companies get it wrong. He also explains how building a strong customer loyalty program can disrupt industries and details why it’s so hard for many businesses to fix their customer service problems.
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