Episode 2: Why One-Touch Resolution Is Completely Flawed
DESCRIPTION
One-touch resolution. A term that’s basked in the CX spotlight for… a while now. But, wouldn’t you know it, not everyone’s a fan.
Take Ben Segal, for example. Senior Director of CX at Pair Eyewear, proud owner of a 2009 World Series ring (we just think that’s ridiculously cool), and our first official guest on Spamming Zero.
Ben believes that the one-touch resolution approach in customer service is completely flawed, and he shares some pretty stellar insights to back that up—this week, on RedRoute’s Spamming Zero Podcast.
What’s covered?
- Ben’s impressive background (Curious how he got that ring? Listen in. ;))
- HIS perspective around hitting the zero button
- Why one-touch resolution is NOT the holy grail it’s been touted as
- Customer Driven vs. Company Driven (hint: it’s not either/or)
- Ben’s take on long-term retention and customer lifetime value metrics
- Proactive CX: leveraging data at your fingertips
- One of Ben’s most unforgettable experiences
- And more
Ready to dive into more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.
Today's Host

Brian Schiff

James Gilbert
Today's Guests
