Join Brad Friedman and Mike Betzer as they chat about customer service, customer experience, and which big brands are doing it right.
Mike Betzer is the Chief Digital Transformation Officer of Khoros where he is focused on maintaining strong customer health across all of the product lines. Mike has been helping big brands interact with customers for 30+ years. An experienced executive in contact center and CRM, Mike worked for MCI for 14 years leading contact centers and technology. He then started Ineto Services in 1999, a SaaS contact center infrastructure company, which he built to profitability over five years and sold to Siebel in 2004.
Mike then led the new Siebel OnDemand division, becoming the lead for CRM strategy at Oracle after Siebel was acquired in 2006. In 2008 he was recruited by Convergys as a President and Officer to create a new technology division and lead key acquisitions. He left Convergys to start Social Dynamx which was acquired by Lithium. And the rest, as they say, is history.
In this Episode:
- Mike talks about his work background and something called “long-distance.”
- Mike talks about the importance of understanding customer experience analytics.
- Mike talks about how important it is for brands to focus on customer experience.
Quotes from this Episode:
“If you can get the logic and the knowledge and the understanding and the data, listening to your customers correctly, it makes beautiful music” – Mike Betzer
“If you listen to your customers correctly they’ll tell you exactly what to do.” – Mike Betzer
“The most important thing brands can do to provide a great customer experience is to change their mindset” – Mike Betzer
“The most important thing for brands to do is to appreciate the new technology, understand that it’s there, and it has to come from the top.” – Mike Betzer
