Turning Customer Support from a Cost Center into a Revenue Generator Featuring Alex Ross

The Importance of Employee Experience to Customer Experience 

Shep Hyken interviews Alex Ross, co-founder and chief operating officer of Hire Horatio. He talks about leveraging customer experience as a competitive advantage and creating a work environment that employees love (beyond the paycheck). 

Top Takeaways:   

• Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. 

 

• Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention. 

 

• Customer service can contribute to revenue growth by resolving customer issues and upselling, cross-selling, and retaining customers who may have been on the verge of leaving. 

 

• In today's competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. 

 

• Creating a positive and supportive work environment for customer service employees is crucial for employee retention in an industry known for high turnover rates. 

 

• Plus, Alex shares what they are doing at Hire Horatio to attract, nurture, and keep the best people and create the best customer service and experience. Tune in! 

Quote:  

"Around 2019 and 2020, everybody just wanted to see top-line growth. It was all about numbers and revenue. Now, investors are looking at retention and customer lifetime value, which all start with customer experience." 

 

About:   

Alex Ross is the co-founder and chief operating officer of Hire Horatio. He works with startups, providing them with invaluable customer support and back-office functions.  

 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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