What is Punk CX and Why Should You Care | Adrian Swinscoe

04/30/20 • 18 min

In this episode of Customer Service Secrets, we talk with Adrian Swinscoe, customer experience author. In this episode we talk about his views on what he calls “Punk CX”. Sometimes we complicate customer experience. We get deep into the weeds of it all and Punk CX is all about getting back to the simple needs. Join us as we dive into this idea of simplifying and and teaching our customers how to help themselves.
Timestamps
Introduction to Adrian Swinscoe 1:15
How Punk CX came about 3:04
How to Simplify CX 8:12
We Like helping Ourselves 12:18
“60% of your in bound demand for help can be solved either by you being better at solving things first time around, or..helping customers help themselves.” 13:27
https://www.kustomer.com/

Previous Episode

The Five Key Elements That Drive Customer Experience | Mary Drummond, CMO, Worthix

In this episode of Customer Service Secrets, Gabe talks with Mary Drummond. Mary is the CMO at Worthix, a customer survey company, and the host of a podcast called The Voices of Customer Experience. Mary has a wealth of knowledge on customer experience, exploring what the term "customer experience" should mean, and what we're missing within our current definition. Tune in to learn how social proof and brand identification fit into customer experience and learn five key factors that influence purchase decisions.
Intro 0:11
Trends and Problems Facing Customer Service Leaders 2:15
Customer Experience Professionals Association 3:08
Customer Expectations 10:08
Customer Service vs. Customer Experience 11:06
5 Main Drivers: Purchase Discussions 17:43
https://www.kustomer.com/

Next Episode

The Standard for How to Treat Your Customers | Jeanne Bliss, Customer Bliss

In this episode of Customer Service Secrets, we talk with Jeanne Bliss, Founder and CEO of Customer Bliss. We talk about about her book which explains her philosophy on customer experience. Too often we are watering down or over complicating customer service. Jeanne expresses her thoughts in a way that can help any company, no matter size. Jeanne also offers a link to the first chapter and quiz to her book for our listeners.
Would you do that to your Mother? 2:14
How to start Enabling Employees 7:53
Don’t make me feed you Soap 11:58
Pillars 3 and 4 14:10
“Do you allow for human error? If you return that rent a car 3 minutes late are you get dinged for half a day?...People above process.” 15:31
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