If you call RLI, a speciality insurance provider, you're not likely to hear "Sorry, I can't help fix that." The company's agents helps both its insurance providers and customers resolve problems and get answers quickly. RLI received Tethr's CXe

CXellence: How Medical Service Company makes doing business effortless for employees and customers

Oct 26th, 2022 15m 42s

Medical Service Company starts serving its customers by serving another group first: its employees. They know their customers benefit when they arm their team of contact center agents with the right tools and training to help serve customers. I

CXellence: BCU customer service agents focus on 5 key behaviors to cultivate a great member experience

Oct 19th, 2022 10m 34s

BCU is one of the fastest-growing credit unions in the country - but has maintained a focus on keeping its members at the center of all they do. In this customer spotlight interview, we talk with BCU about the 5 behaviors they have their custom

CXcellence: How Twinstar Credit Union coaches agents to create customer relationships

Oct 12th, 2022 12m 13s

Twinstar Credit Union focuses on creating a member experience that will keep its customers loyal. In this episode, we talk about which agent behaviors they analyze to make sure that their members receive the best possible service. Twinstar Cred

CXcellence: How First Bank and Trust creates lifelong customers

Oct 5th, 2022 14m 16s

In this new series spotlighting winners of CXcellence Awards, we talk with First Bank and Trust about how they nurture lifelong customers in their customer contact center. In a world you can work anywhere, you can also bank anywhere - which is

JOLT Episode 3: Overcoming Customer Indecision

Sep 30th, 2022 24m 30s

In our final part of our interview with Matt Dixon and Ted McKenna, we talk about how high performing sales leaders overcome customer indecision - and how to use that same process in your own sales strategy. We look at what they found in conver

JOLT Episode 2: Understanding Customer Indecision

Sep 23rd, 2022 21m 16s

Are you losing sales to customer indecision? In Part 2 of our interview with Matt Dixon and Ted McKenna, we talk about how they used conversation intelligence to identify and measure the level of customer indecision in sales. Here, they talk ab

JOLT Episode 1: Researching Sales Like Never Before

Sep 16th, 2022 21m 39s

In our Season 2 premiere, Tethr CEO Robert Beasley sits down with Co-authors Matt Dixon and Ted McKenna to discuss their research that became The JOLT Effect. Learn how they leveraged the unprecedented 2020 lockdown to research sales in a way t

Episode 12: Landmines to Avoid

Jul 28th, 2021 32m 54s

Here in the final episode of this season, Matt and Ted share the most common landmines people fall prey to when looking for a technology platform to help them reduce effort. If you want to be an informed buyer, tune in to learn what to look out

Episode 11: Customer Effort Outside of the Contact Center

Jul 21st, 2021 40m 23s

It turns out the story around customer effort goes way beyond the service or customer care function. Listen in as Matt and Ted discuss how customer effort manifests and why being easy to do business with as a company impacts leaders from sales,

Episode 10: Pillar 4 - Frontline Control

Jul 15th, 2021 40m 23s

Join and Matt and Ted for an exploration of frontline control, the fourth pillar of effort reduction. In this episode you'll learn what this pillar is all about and how we see companies using technology to the good and the bad to manage reps an

Episode 9: Pillar 3 - Experience Engineering

Jul 7th, 2021 39m 35s

In this week's episode, Matt and Ted dig into the third pillar of an effortless experience: experience engineering. Learn how to modernize one of the biggest opportunities for CX and service improvements: managing the perception of effort.

Episode 8: Pillar 2 - Repeat Contacts

Jun 30th, 2021 24m 27s

When the original research on customer effort was done, we found that THE single biggest driver of customer effort was repeat contacts (when a customer has to call in more than once to solve an issue). In this episode, we introduce some interes

Episode 7: Pillar 1 - Channel Stickiness

Jun 23rd, 2021 35m 4s

It's time to unpack the first pillar of a low-effort experience: channel stickiness. Tune in to learn what "good" looks like in this pillar and explore what Tethr and other companies are doing with modern technology to create that low-effort ex

Episode 6: The Tethr Effort Index

Jun 16th, 2021 42m 58s

Join Matt and Ted for a discussion on the technology advances that help businesses measure and understand concepts like customer effort. Explore the Tethr Effort Index (TEI) and learn how AI and machine-learning can surface valuable insights fr

Episode 5: Measuring Customer Effort

Jun 9th, 2021 17m 50s

Measuring customer experience is critical, but with several methods to choose from, how do you know which score to focus on? Today Matt and Ted examine the differences between NPS, CES, and CSAT and discuss which one is actually "the best."

Episode 4: The 4-cell framework

Jun 2nd, 2021 29m 57s

There's a specific way to think about how customer loyalty works using a 4-cell framework. Listen in to learn how different levels of customer effort and product stickiness affect loyalty.

Episode 3: The 3 Big Findings

May 26th, 2021 37m 38s

When customer effort was first studied, three big findings quickly surfaced that changed how we think about the customer experience forever. Listen to this episode to hear about the big 3 and their impact on CX and service.

Episode 2: Origins of Effort

May 20th, 2021 30m 18s

Take a dive into the original research around customer effort and learn where the concept came from and why the team decided to study it.

Episode 1: Introduction

May 19th, 2021 12m 46s

Welcome to an all new series from Tethr's Matt Dixon and Ted McKenna. Check out this introduction to our series on Customer Effort and learn why we decided to record this season, who it is for, what you will learn from it, and more.

The 4 Ds: Ep 5 - De-risk the purchase decision

Apr 6th, 2021 18m 57s

Allowing the customer to get off the phone and “think about the purchase” on their own terms is often a death sentence to a potential sale. Learn how the top closers avoid this in our final episode of the series.

The 4 Ds: Ep 4 - Dig into objections

Mar 30th, 2021 17m 46s

Some of the most successful sales calls are actually animated, debate-like conversations where the agent digs into customer objections and concerns head on. Check out episode 4 to learn why this seemingly aggressive approach works.

The 4 Ds: Ep 3 - Prescribe, don’t diagnose

Mar 23rd, 2021 20m 49s

Converting shoppers into buyers is where inbound sales are won or lost. Tune in to this episode to learn how the top performers handle shoppers and why prescriptive guidance has the greatest impact on conversion rates.

The 4 Ds: Ep 2 - Disqualify aggressively

Mar 17th, 2021 16m 29s

Did you know a large number of customer calls to the sales department are actually service calls that have gotten a little bit lost? In this episode we discuss how the best sales agents will immediately redirect the call and why that matters.

The 4 Ds: Ep 1 - Introduction

Mar 17th, 2021 34m 34s

Join Matt Dixon and Ted McKenna in the first episode of our learning series in which they dive into the details of our research and findings from the recent article in Harvard Business Review on the four behaviors that boost inbound sales.

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