Today’s guest is a customer service ninja who has over 20 years of experience in customer success management, critical accounts, and call center management. Chris Warticki is the Vice President of Customer Experience at Epicor, and he believes that customer success is a company-wide responsibility. On this episode of Conversations That Matter, Chris shares his experiences at Epicor and debunks the myth that CX is the same as customer advocacy.
Takeaways:
- CX and customer success are not customer advocacy, nor are they critical accounts
- The industry tends to use terms like “CX”, “customer advocacy”, and “customer satisfaction” interchangeably. Doing so muddies the waters and makes it hard to delineate responsibilities.
- Customer service is not just a department, it is a skill that every employee needs to possess.
- Without Employee experience, there can be no customer experience.
- Silos are ok. Employees can be relegated to specific areas and tasks, but there must be a shared vision for customer success.
- A customer service team can’t just be responsible for putting out other employees' fires. A critical accounts team is what executives should be setting up for that work.
- Without accurate data, your customer service will self-destruct. Fancy tech and implementations don't mean anything if they don’t work well.
Quote of the Show:
- “Without employee experience there can be no customer experience.” - Chris Warticki
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