Addressing Customer Experience Gaps

Two weeks ago I said AI Agents are handling 95% of our sales and support and I replaced $300k of salaries with a $99/mo Delphi clone. 25+ founders DM’d me… “HOW?” Here’s the 6 things you MUST do if you want to run your entire customer-facing business with AI: 1. Create a truly excellent knowledge base. Your AI is only as good as the content you feed it. If you’re starting from zero, aim for one post per day. Answer a support question by writing a post, reply with the post. After 6mo you have 180 posts. 2. Have Robb’s CustomGPT edit the posts to be consumed by AI. Robb created a GPT (link below) that tweaks posts according to Intercom’s guidance for creating content for Fin. The content is still legible to humans, but optimized for AI. 3. Eliminate recursive loops - because pissed off customers won’t buy If your AI can’t answer a question but sends the customer to an email address which is answered by the same AI, you are in trouble. Fin’s guidance feature can set up rules to escalate appropriately, eliminate loops, and keep customers happy. 4. Look at every single question every single day (yes, EVERY DAY). Every morning Robb looks at every Fin response and I look at every Delphi response. If they aren’t as good as they could possibly be, we either revise the response, or Robb creates a support doc to properly handle the question. 5. Make sure you have FAQs, Troubleshooting, and Changelogs. FAQs are an AI’s dream. Bonus points if you create FAQ’s written exactly how your customers ask the question. We have a main FAQ, and FAQs for each sub section of our support docs. Detailed troubleshooting gives the AI the ability to handle technical questions. Fin can solve 95% of script install issues because of our Troubleshooting section. Changelogs allow the AI to stay on top of what’s changed in the app to give context to questins about features and UI as it changes. 6. Measure your AI’s performance and keep it improving. When we started using Fin over 1y ago, we were at 25% positive resolutions. Now we’re above 70%. You can actively monitor positive resolutions, sentiment, and CSAT to make sure your AI keeps improving and delivering your customers an increasingly positive experience. TAKEAWAY: Every Founder wants to replace entire teams with AI. But nobody wants to do the actual work to make it happen. Everybody expects to flip a switch and have perfect customer service. The reality? You need to treat your AI like your best employee. Train it daily. Give it the resources it needs. Hold it accountable for results. Here’s the truth that the LinkedIn clickbait won't tell you… The KEY to successfully running entire business units with AI? Your AI is only as good as the content you feed it. P.S. Want Robb's CustomGPT? We just launched 6-part video series on how RB2B trained its agents well enough to disappear for a week and let AI run the entire business. Access it + get all our AI tools: https://www.rb2b.com/ai

Customer service can indeed be a challenging role, often leading to frustration for both the service provider and the customer. However, with the right approach and mindset, it can be transformed into a pleasant and genuinely productive experience. Here are some strategies to make that happen: 1. Active Listening: This is crucial. Pay close attention to what the customer is saying, and acknowledge their concerns. This helps in understanding the issue better and also makes the customer feel heard and valued. 2. Empathy and Understanding: Put yourself in the customer’s shoes. Responding with empathy can diffuse tension and build a connection, leading to more constructive interactions. 3. Clear Communication: Use simple, jargon-free language. Clear communication reduces misunderstandings and makes solutions more accessible. 4. Patience: Sometimes, customers might be upset or confused. Exhibiting patience can calm a heated situation and lead to better problem-solving. 5. Positive Attitude: A positive demeanor can set the tone for the entire interaction. Even in challenging situations, a positive approach can lead to more satisfactory outcomes. 6. Knowledge and Resources: Be well-informed about your product or service. This instills confidence in the customer and enables you to provide accurate and helpful information. 7. Feedback Implementation: Take customer feedback seriously. It’s a goldmine for improving service quality and shows customers that their opinions are valued. 8. Follow-up: A follow-up after resolving an issue can leave a lasting positive impression. It shows dedication and commitment to customer satisfaction. By integrating these practices into everyday customer service interactions, not only can the job become more enjoyable, but it also paves the way for building lasting customer relationships and a positive brand image.

One of the greatest opportunities I see for the next generation of client-facing professionals: Being the ones who can read and exercise the norms, whether with colleagues or clients, and still infuse their own personality into the work. Those who can master this will be the ones who build stronger relationships and ultimately win more business. Sure, the pendulum has swung hard toward AI efficiency. And proficiency in it will likely be an essential skill. But over-relying on it? That comes with a hidden cost: it can dull the skills of empathy, discernment, and human connection. I suspect it might become tempting to believe that the safest path to employment and promotion is to keep your head down in automation:  Follow the prompt exactly, never straying from the template, and assume that originality is too risky. But customers can feel when you’ve disappeared behind automation… and it seems that they don’t love it. According to Salesforce, 52% of customers say they’re willing to pay more for a great customer experience, and they define that experience as one that feels more personal and less automated. That means the professionals who keep showing up with genuine connection won’t just feel different (in a good way!), they’ll be the ones winning more trust and more business. This humanness will be the differentiator. Some easy ways to practice this is to start by noticing the social norms, and then thoughtfully adding personality to them. Like: ☑️ Pay attention to how experienced colleagues communicate with clients. What tone do they use in emails, how do they open conversations, how do they handle pushback? How can you use that as a framework and then infuse your personality into it? ☑️ Notice how client meetings start. Do they jump right into business, or spend a few minutes building rapport? What do you know about the client that you can chat about beyond asking about the weather :)  ☑️ When you send a recap or follow-up, include a warm line or a small personal detail you remembered, instead of relying solely on a template. Because if more than half of your customers are willing to pay more for an experience that feels human, it’s a skill worth exercising to make sure they get it! #YouthSkills

During my recent visit to the USA, I had the privilege of engaging in some insightful face-to-face discussions with industry leaders and executives. One common theme that consistently surfaced in these conversations was the critical role of customer experience (CX) as a key differentiator in today’s sales strategies.  Here's an industry insight that perfectly encapsulates the trend:   80% of consumers are more likely to purchase from brands that offer tailored experiences. This statistic is more than just a number—it’s a wake-up call for organizations to prioritize personalization and relationship-building over transactional sales tactics.  💡 Key Takeaways for Sales Teams Focused on North American Customers: 1️⃣ Understand Their Business and Goals: In my conversations, leaders emphasized the importance of sales teams taking the time to deeply understand their customers’ pain points and aspirations. Personalization starts with empathy.  2️⃣ Adapt to Regional Preferences: North American customers value transparency, prompt communication, and trust. Building CX strategies that align with these cultural expectations can foster long-term relationships.  3️⃣ Leverage Data for Personalization: A customer’s journey is unique. Use data-driven insights to tailor your pitch, align your solution to their needs, and create memorable interactions. 4️⃣ Proactive Problem Solving: Customers don’t just want solutions—they want to know you anticipate their needs before they even express them.  One conversation particularly stood out—a leader mentioned how their perception of a brand shifted completely after a sales rep went the extra mile to customize the pitch based on their company’s latest market challenges. It was a simple yet impactful gesture that turned a potential "no" into a definitive "yes." Why CX is the North Star for Sales Growth:   When CX is prioritized, it’s not just about closing a deal—it’s about opening doors to long-term partnerships. As I reflected on my meetings, it was clear that focusing on CX is the bridge between sales numbers and meaningful relationships. How are you tailoring your sales approach to deliver exceptional customer experiences? Let’s exchange ideas in the comments!  #CustomerExperience #SalesLeadership #Personalization #BusinessGrowth #NorthAmericaSales

Yesterday, I posted a conversation between two colleagues, we're calling Warren and Jamie, about the evolution of CX and AI integration. Warren argued that the emphasis on automation and efficiency is making customer interactions more impersonal. His concern is valid. And in contexts where customer experience benefits significantly from human sensitivity and understanding — areas like complex customer service issues or emotionally charged situations — it makes complete sense. Warren's perspective underscores a critical challenge: ensuring that the drive for efficiency doesn't erode the quality of human interactions that customers value. On the other side of the table, Jamie countered by highlighting the potential of AI and technology to enhance and personalize the customer experience. His argument was grounded in the belief that AI can augment human capabilities and allow for personalization at scale. This is a key factor as businesses grow — or look for growth — and customer bases diversify. Jamie suggested that AI can handle routine tasks, thereby freeing up humans to focus on interactions that require empathy and deep understanding. This would, potentially, enhance the quality of service where it truly mattered. Moreover, Jamie believes that AI can increase the surface area for frontline staff to be more empathetic and focus on the customer. It does this by doing the work of the person on the front lines, delivering it to them in real time, and in context, so they can focus on the customer. You see this in whisper coaching technology, for example. My view at the end of the day? After reflecting on this debate, both perspectives are essential. Why? They each highlight the need for a balanced approach in integrating technology with human elements in CX. So if they're both right, then the optimal strategy involves a combination of both views: leveraging technology to handle routine tasks and data-driven personalization, while reserving human expertise for areas that require empathy, judgement, and deep interpersonal skills. PS - I was Jamie in that original conversation. #customerexperience #personalization #artificialintelligence #technology #future

What if your customer-facing team solved the problem… before the customer even called? Sounds a bit utopian? Actually it's not. Most teams spring into action when things to go wrong. Only a few design systems to keep them from going wrong in the first place. Guess which ones customers love more? 😊 Let’s face it. Firefighting is an integral part of life for most service teams. A problem pops up. The customer is already frustrated. And your team scrambles to fix it. It is a cycle. It drains your team, burns budgets, and slowly chips away at customer trust. In one of my recent sessions, a customer service manager told me this: "By the time we get to the customer, they are already disillusioned. Some have already decided to leave us." That’s what reactive service does. It pushes customers to the edge. Every ticket that lands in your inbox costs you something. Time. Morale. Reputation. And when you solve only what’s visible, you're missing what's brewing silently - renewals not initiated, warranties not tracked, usage dropping quietly. By the time you notice, it's too late. In sports parlance, start playing offence. Not defence. Here is a simple framework that you might find useful: 🌞 FIND – Identify the patterns. Look at service logs, product usage, customer behaviour. 🌞 FLAG – Set up alerts for anomalies and drop-offs. 🌞 NUDGE – Remind, guide or offer help before a problem shows up. 🌞 ACT – Fix what is fixable. Automate what is repeatable. 🌞 CLOSE THE LOOP – Let the customer know you were watching their back. This is actually not tech-heavy. But it is mindset-heavy. Proactive care is all about building a better organizational habit. But it starts with the mindset. The best service experiences are the ones that don't feel like service - because they are smooth, silent, and seamless. Let's make service proactive, thoughtful and heartful. ❤️ Repost this for someone who might find it useful. ♻️ #customerservice #serviceexcellence #customerexperience

✨ Transforming Information into Experience ✨ What looks like just an “order details” page can make or break a customer’s journey. On the left (Before UX) ➡️ Plain text, hard to scan, no hierarchy, no visuals. Users have to read line by line just to understand their order. On the right (After UX) ➡️ Clear structure, visual hierarchy, and context-rich details. A user instantly knows: ✅ Where the food is coming from (restaurant info with logo & address) ✅ What’s ordered (with order ID & image) ✅ Delivery status & time expectation ✅ Pickup & drop-off details with map-style markers ✅ Delivery partner info with quick action buttons This isn’t just about making things “look pretty” — it’s about reducing cognitive load, enhancing trust, and giving control back to the user. A small design shift can transform a bland experience into a seamless, delightful journey. Good UX = Less confusion, more clarity, and happier users. 🚀 #UIDesign #UXDesign #BeforeAndAfterUX #UserExperience #DesignThinking #UXCaseStudy #UIUX #ProductDesign #UserCenteredDesign #DigitalExperience #InteractionDesign #DesignMatters #UXJourney #GoodDesign

"Your brand is what other people say about you when you're not in the room." In the digital age, that room has expanded to encompass countless channels and platforms. Brand consistency across these multiple channels is not just important, it's critical for building trust and recognition. The journey of maintaining brand consistency in a multi channel world is a complex tale of balancing uniformity with platform-specific adaptability. The ability to navigate this intricate landscape is paramount. It's not just about replicating the same message everywhere; it's about adapting our core brand essence to resonate effectively across diverse platforms. At the heart of successful multi-channel brand consistency lies a deep understanding of brand identity, channel-specific nuances, and audience expectations. It's about creating a cohesive brand experience that feels familiar yet tailored to each touchpoint. Let's explore the key challenges and solutions for ensuring a unified brand message across all marketing platforms: ● Brand Guidelines Evolution: Remember when brand guidelines were static documents? While still crucial, modern brand guidelines need to be living documents that address multi-channel applications. ● Centralized Asset Management: As content needs multiply, a centralized digital asset management system becomes essential for maintaining consistency and efficiency. ● Channel-Specific Adaptation: We've learned that blind consistency can be detrimental. Successful brands adapt their core message to fit the unique characteristics of each platform. ● Tone of Voice Consistency: Maintaining a consistent brand voice across channels, from formal LinkedIn posts to casual TikTok videos, is a delicate balancing act. ● Visual Consistency: Ensuring visual elements like logos, colors, and imagery remain consistent yet optimized for each platform is crucial for brand recognition. ● Message Alignment: Coordinating campaign messages across channels to create a unified narrative, rather than disjointed communications, enhances brand coherence. ● Cross-Team Collaboration: Breaking down silos between teams managing different channels is essential for maintaining consistency. Maintaining consistency across multiple platforms while preserving authenticity presents unique challenges. Striking a balance between adhering to brand guidelines and allowing for local market adaptations is crucial. Remember, multi-channel brand consistency aims to create a cohesive brand experience that builds recognition and trust across all touchpoints. It requires a commitment to clear brand strategy, flexible guidelines, and ongoing communication across teams and channels. So, you have to get ready to tackle the challenge of maintaining a unified brand message in our multi-channel world, creating a consistent yet adaptive brand presence that resonates with your audience wherever they encounter you. #BrandConsistency #MultiChannelMarketing #BrandStrategy

Are your customers humans or just account numbers in your ledger? Do they feel nurtured or merely processed when they interact with your company? Despite the marvels of modern technology, it hasn't usurped the throne of the ultimate relationship tool in business - the art of one-on-one communication. It's this 'Human Touch' that forges the most potent emotional bond with a customer. But how do you infuse this Human Touch in your customer interactions? Instead of leaving you wondering, let me share a few practical, yet potent tips..." ⭐Personalize Communication: Tailor interactions to each customer’s needs and preferences. ⭐Active Listening: Fully engage with what customers are saying to understand their concerns. ⭐Empathy and Compassion: Show genuine understanding and concern for customers’ feelings. ⭐Follow-Up: Check in with customers post-interaction to ensure their satisfaction. ⭐Humanize Your Brand: Share relatable stories about your team and company journey. ⭐Accessibility: Provide easy access to human support, avoiding over-reliance on automation. ⭐Feedback Loops: Actively collect and respond to customer feedback. ⭐Surprise and Delight: Exceed expectations with unexpected gestures that resonate. ⭐Consistent Experience: Maintain a uniform, high-quality experience across all customer touchpoints. "Which of these tips resonate with you the most? Will you implement them? Or do you have a novel approach to share? Speak up - your insights might just inspire another business to improve their customer experience!