Oct 18 2021 34 mins
Fireside Chats Without the Fires is thrilled to welcome back to the podcast, the talented Jessica Noble to talk about her chapter from the CX 3 book, “It Depends Trap”.
Jessica chats to Neal about how a cooperate event several years ago highlighted an issue of inconsistency, or, as Jessica likes to call it, “It Depends Trap”. The Trap, as Jessica tells it, is when a customer receives poor experience because they “called in on a Monday”, therefore, IT DEPENDS when a customer calls in to receive good experience.
Hear from Jessica about tackling “It Depends Trap” can have a positive impact on customer retention, employee experience, reduce costs and have a positive impact on the bottom line. One of the tools that Jessica uses to do this very thing is something called “The 5 Why’s”, how by asking WHY 5 times can help identify issues that are causing pain for the customer. As always, Jessica’s enthusiasm for this topic knows no bounds, and, if you or your business find yourselves in the “It Depends Trap”, then give this a listen.