About this episode

Lisa Oswald discusses how viewing customer service as a revenue driver rather than a cost can lead to better customer retention and business growth.

Most companies view their customer service team as a cost to reduce. Lisa Oswald at TravelZoo says that is precisely the wrong instinct. When you see the people who communicate with customers all day as an expense, you stop understanding why customers are dissatisfied, continue doing what frustrates them, and lose their business without ever realizing the real reason. By the time it appears in your data, the customer is already gone. So what separates the companies that keep their customers, grow their revenue, and earn the budget to do more from the ones that keep losing both? You've come to the right place for answers. This episode is for any leader who is tired of fighting for a budget and wants to make a case that their boss actually says yes to. What You'll Learn: Why CSAT and NPS get a polite nod in the boardroom, and which three specific numbers make finance actually approve budget Whether your customers would miss you or just miss your price, and why that gap is where you lose revenue The gap between saying "it's my responsibility" and feeling "I own this outcome," and why only one stops churn Why attaching a name to every survey question turns feedback into action, and…

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