April 3, 2024

Corporate CPR Episode 115: How Your Handling of Customer Service Might be Killing Your Company

On today’s episode we are talking about how your handling of customer service might be killing your company. 

Ali Cudby, Founder and CEO of Alignmint Growth Strategies, drives business transformation through intentional customer experiences. With over 20 years of expertise, she aligns strategy and implementation for unparalleled growth. As the bestselling author of “Keep Your Customers,” Ali offers insights from real-world stories and CEO-led case studies. Her MINT Method, outlined in the book, fosters transformational customer loyalty. Previously at The New York Times Company, Golf Digest Magazine Group, and Animal Planet TV Network, Ali founded Alignmint in 2014. She also teaches Entrepreneurship at Purdue University and shares her expertise on podcasts, emphasizing the integral role of customer experience in business success.

Episode Highlights:

  • Customer Strategy Alignment: Aligning customer-facing departments with the customer strategy ensures consistent messaging and a unified approach across the organization.
  • Building a Customer Playbook: Creating a playbook involves identifying key moments in the customer lifecycle and assigning clear roles to each team involved.
  • Diagnosing Breakdowns in Customer Experience: High churn rates often signal breakdowns in the customer experience.
  • Overcoming Sales and Onboarding Challenges: Sales teams overpromising, inadequate onboarding processes, and product challenges can all lead to customer dissatisfaction.
  • Effective Feedback Mechanisms: Prioritizing customer feedback and organizing it meaningfully can help organizations identify areas for improvement and enhance customer satisfaction.
  • Cultivating Customer Loyalty: Understanding different tiers of customer loyalty and tailoring strategies to upgrade customers to more lucrative tiers can drive long-term growth.

Top 3 Takeaways for the Audience:

  1. Prioritize understanding and meeting customer needs, ensuring they feel seen, heard, and valued to drive growth.
  2. Implement clear and consistent processes within the company to guide customer-facing teams in handling interactions confidently, fostering stronger relationships and sustained growth.
  3. Shift the perspective on customer-facing teams from a cost center to a revenue driver, emphasizing their role in retention, cross-selling, and upselling to fuel long-term revenue growth.

How to Connect with Ali:



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