『The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality』のカバーアート

The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality

The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality

著者： Fexingo
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Two co-hosts, Lucas and Luna, sit at a quiet call-centre desk and examine the economics of customer retention. Each episode takes a single company's real service data — churn rates, Net Promoter Scores, average handle time, first-contact resolution — and asks whether the numbers tell a story of loyalty or leakage. Lucas, a journalist trained to interrogate corporate claims, pushes for the raw numbers behind slogans like 'customer obsession' and 'relationship banking'. Luna, an engaged interlocutor with a background in operations, tests those numbers against frontline reality: What happens when a chatbot deflects a complaint? When a loyalty programme rewards spending but not tenure? When a return policy is generous to the point of margin erosion? Together they trace the tension between cost efficiency and genuine service quality, using cases from retailers, airlines, telecoms, and SaaS providers. The show does not offer playbooks or frameworks. It offers a conversation that leaves the listener with a sharper question: In your own business, where is the gap between what you promise and what the data actually shows about how you treat customers? #CustomerRetention #NetPromoterScore #ChurnRate #FirstContactResolution #ServiceQuality #CallCenter #CustomerLoyalty #CustomerExperience #SaaS #Retail #Telecom #AirlineIndustry #LoyaltyPrograms #CustomerServiceData #FexingoBusiness #BusinessPodcast #Business #CustomerService Keep every episode free: buymeacoffee.com/fexingo© 2026 Fexingo. All rights reserved. 経済学
エピソード
  • How Proactive Outreach Builds Customer Loyalty

    How Proactive Outreach Builds Customer Loyalty
    2026/09/10
    Most service teams wait for customers to complain before acting, but proactive outreach transforms passive support into active loyalty. This episode explores how leading companies use data to anticipate needs before they arise, turning potential friction points into moments of trust. We examine specific strategies for implementing predictive service models, the metrics that matter beyond resolution time, and why solving problems before they happen is the ultimate retention tool in today’s competitive market. #CustomerService #ProactiveSupport #LoyaltyPrograms #RetentionStrategy #BusinessGrowth #CustomerExperience #PredictiveAnalytics #FexingoBusiness #BusinessPodcast #ServiceQuality #CustomerSuccess #DataDriven #TrustBuilding #OperationalExcellence #MarketTrends #ConsumerInsights #ServiceInnovation #LucasAndLuna Keep every episode free: buymeacoffee.com/fexingo
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    7 分
  • The Hidden Cost of Good Service

    The Hidden Cost of Good Service
    2026/09/09
    Most businesses treat customer service as a cost center to be minimized, but Lucas and Luna argue it should be treated as a data goldmine. In this episode, they explore how leading companies are shifting from measuring resolution speed to measuring emotional shift. Using examples from hospitality and software support, we look at why the best service teams don't just fix problems—they uncover product flaws before they become public crises. If you think your support team is just answering tickets, listen closely. #CustomerService #RetentionStrategy #BusinessGrowth #FexingoBusiness #BusinessPodcast #CustomerExperience #ServiceDesign #LoyaltyMarketing #OperationalExcellence #ConsumerInsights #SupportMetrics #BrandTrust #ServiceQuality #CustomerJourney #FeedbackLoop #ServiceLeadership #EmpathyInBusiness #RevenueGrowth Keep every episode free: buymeacoffee.com/fexingo
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    12 分
  • How Service Teams Turn Inconvenience Into Loyalty

    How Service Teams Turn Inconvenience Into Loyalty
    2026/09/08
    Most brands treat customer inconvenience as a cost center to be minimized. But what if the way you handle delays, errors, and broken processes is actually your strongest retention lever? This episode explores the 'Service Recovery Paradox' through the lens of Zappos and Southwest Airlines, showing why overcompensating for friction can build deeper trust than flawless execution ever could. We look at specific data on how proactive apologies outperform silent fixes, and why teams that own their mistakes see higher lifetime value. If you are leading a support organization or running a customer-facing product, this is the counterintuitive playbook for turning your worst moments into your best relationships. #CustomerService #RetentionStrategy #ServiceRecoveryParadox #ZapposCulture #SouthwestAirlines #CustomerExperience #LoyaltyBuilding #BusinessPodcast #FexingoBusiness #TrustMetrics #ProactiveSupport #BrandLoyalty #OperationalExcellence #CustomerFirst #ServiceDesign #EmotionalBankAccount #FrictionManagement #FexingoPodcast Keep every episode free: buymeacoffee.com/fexingo
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    13 分
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