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Two co-hosts, Lucas and Luna, sit at a quiet call-centre desk and examine the economics of customer retention. Each episode takes a single company's real service data — churn rates, Net Promoter Scores, average handle time, first-contact resolution — and asks whether the numbers tell a story of loyalty or leakage. Lucas, a journalist trained to interrogate corporate claims, pushes for the raw numbers behind slogans like 'customer obsession' and 'relationship banking'. Luna, an engaged interlocutor with a background in operations, tests those numbers against frontline reality: What happens when a chatbot deflects a complaint? When a loyalty programme rewards spending but not tenure? When a return policy is generous to the point of margin erosion? Together they trace the tension between cost efficiency and genuine service quality, using cases from retailers, airlines, telecoms, and SaaS providers. The show does not offer playbooks or frameworks. It offers a conversation that leaves the listener with a sharper question: In your own business, where is the gap between what you promise and what the data actually shows about how you treat customers?
Unknown Host hosts The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality.
In this episode of The Customer Service Podcast, Lucas and Luna explore why silence — not faster responses or more words — can be the most powerful tool in a support interaction. Drawing on a study from ContactBabel that
Lucas and Luna explore a counterintuitive finding from customer service research: when companies improve their service quality, complaint volume often goes up, not down. They examine why this happens by looking at a 2023
In this episode, Lucas and Luna dig into why most customer service scripts fail to deliver genuine empathy — and what the research actually says works. They examine a 2024 study from the Journal of Service Research showi
Lucas and Luna dig into the concept of 'effortless experience' and why even a perfectly resolved customer issue can still lead to churn. They examine a 2024 Gartner study showing that 54% of customers who had a problem f
Lucas and Luna unpack a startling internal study from a major telecom: every time a customer is pushed from live chat to a help article, the company loses an average of $17 in future lifetime value. They trace the math,
In this episode, Lucas and Luna examine the overlooked power of silence in customer service conversations. Drawing on a 2023 study from the Journal of Service Research that found a 1.5-second pause after a customer's com
In this episode of The Customer Service Podcast, Lucas and Luna drill into a surprising finding from a 2025 McKinsey study: customers who get a first response within two minutes are 40% more likely to repurchase—even if
Customer loyalty programs are everywhere, but are they actually working? Lucas and Luna dig into the research and real-world cases to explore why many loyalty programs fail to build genuine loyalty—and sometimes even dri
What happens when a company automates its customer service so efficiently that it loses the human moments that actually build loyalty? Lucas and Luna look at a real case: a major telecom provider that deployed an AI syst
Lucas and Luna explore why customer service chatbots need to apologize for their own errors, not just redirect to a human. They break down a 2025 study from the Journal of Service Research showing that a chatbot's apolog
In this episode, Lucas and Luna explore the counterintuitive idea that customer service teams should impose artificial deadlines on their own responses. They examine a case study from a mid-sized SaaS company that reduce
Lucas and Luna explore a counterintuitive finding from a 2025 Journal of Marketing study: customers actually prefer chatbots that use natural, human-like language with occasional typos and fillers like 'um' over perfectl
Episode 22 of The Customer Service Podcast examines the hidden structural cost of retaining a chronically difficult customer at the expense of your best service agent. Using the case of a mid-market software company that
Lucas and Luna explore why most customer service scripts backfire by stripping away empathy, and how emotional scripting — a technique pioneered by companies like USAA and Nordstrom — actually boosts retention and reduce
In this episode of The Customer Service Podcast, Lucas and Luna explore the hidden cost of over-empowering frontline agents. Using the cautionary tale of a major airline whose agents unilaterally issued refunds costing $
Conventional wisdom says empower your frontline. But what happens when agents have so much discretion that they create inconsistent experiences, confuse customers, and even increase costs? In this episode, Lucas and Luna
Episode 18 of The Customer Service Podcast with Fexingo digs into the hidden cost of chatbot-first support. Lucas and Luna examine a 2025 study from the Customer Contact Association showing that 38% of customers earning
Most companies obsess over first-call resolution and average handle time, but a single mishandled transfer call can destroy years of goodwill in seconds. In this episode, Lucas and Luna examine the mechanics of call tran
In this episode, Lucas and Luna explore a counterintuitive finding: the moment a customer contacts support, their likelihood of churning spikes — not because service is bad, but because the very act of reaching out signa
Episode 15 of The Customer Service Podcast challenges a sacred cow of retention: the idea that customers always want a yes. Lucas and Luna explore a 2023 study from the Journal of Marketing showing that customers who rec
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The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality is hosted by Unknown Host. The show is categorised under Business and has published 0 episodes.
The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality regularly covers Business. It sits in the Business category.
The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
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Episodes of The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality average 9 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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