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Episode 3: Quality Perks – Coffee & Call Center Quality Chat – March 8, 2022
Summary
In this episode of "Quality Perks - Coffee & Quality Chat," Neal Eggers and Karyn Dupree discuss their coffee preferences and then delve into a customer experience story shared by Karyn. The story revolves around a positive interaction with a contact center agent from Zulily, emphasizing the importance of personalized and individualized customer service.
Highlights
🌐 International Women's Day: Neil opens the episode by wishing everyone a happy International Women's Day.
☕ Coffee Exploration: Neal and Karyn discuss their coffee preferences and mention a coffee expert within BPA, sparking interest in trying recommended coffee brands.
🤝 Customer Experience Story: Karyn shares her positive experience with a Zulily contact center agent who handled her concern about a pillow with goose down feathers. The agent provided a personalized, empathetic, and solution-focused interaction.
🔄 Retention Success: The discussion touches on the importance of delivering a "wow" customer experience, citing Zulily's over 90% customer retention rate as a testament to the effectiveness of such an approach.
🛠️ Training Insights: Karyn suggests using BPA's Executive Listening Tool to extract and categorize exemplary customer interactions for training purposes.
📈 ROI of Customer Retention: The hosts emphasize the significant return on investment associated with customer retention, making it more cost-effective than acquiring new customers.
🌐 Community Connection: The conversation concludes with a mention of the community feel at Zulily, echoing the success of a family-oriented atmosphere similar to Zappos.
This episode underscores the importance of personalization in customer service and highlights a real-life example of how it contributes to customer satisfaction and loyalty.

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As always, Have a Quality Day!