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Hosted by Fexingo · 🇺🇸 US · EN · 107 episodes
Established thought leaders with verified media credentials.
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 l
Fexingo hosts The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality, a business show with 107 episodes published.
Most customer service teams obsess over first response time — how fast a human picks up the ticket. But new data from a large telecom provider shows that faster first response actually decreases customer satisfaction whe
In this episode of The Customer Service Podcast, Lucas and Luna explore the surprising power of strategic silence in customer interactions. They dissect a study from the University of Texas which found that call-center a
Lucas and Luna explore the concept of the 'hardest call tier' in customer service — not the irate customer, but the quiet, knowledgeable one who knows exactly what's wrong and is watching to see if you can keep up. Drawi
When a company reports a rough quarter, customer service teams are often the first to feel the undertow. Lucas and Luna explore how service agents can navigate the tension between defending a brand and empathizing with f
Lucas and Luna explore the concept of emotional contagion in customer service — how agents can 'catch' a customer's frustration or anxiety and inadvertently escalate the interaction. Drawing on research from Elaine Hatfi
In this episode, Lucas and Luna explore the service recovery paradox — the counterintuitive phenomenon where a customer whose problem is handled exceptionally well ends up more loyal than one who never had a problem at a
Episode 126 of The Customer Service Podcast. Lucas and Luna discuss why customer service teams should treat the customer's final interaction — the exit — as a structured interview. Drawing on research from the Harvard Bu
Lucas and Luna explore how measuring 'return on empathy' — quantifying the business impact of genuine customer interactions — can transform service from a cost center into a profit driver. They dive into a case study fro
In this episode of The Customer Service Podcast, Lucas and Luna explore why rigid service scripts can backfire—especially when customers signal they want a different path. They break down a 2024 study from the Journal of
Lucas and Luna dig into a counterintuitive idea from a former Zappos team lead: the most dangerous metric in customer service isn't a bad one — it's a good metric that rewards the wrong behavior. They trace the story of
In episode 122 of The Customer Service Podcast with Fexingo, Lucas and Luna tackle a counterintuitive idea: sometimes the best service is a clear, respectful 'no.' Using a real-world example from a premium outdoor gear c
Lucas and Luna explore what customer service can learn from the retail return desk — specifically, how a seemingly transactional return interaction can become a retention opportunity. They break down a 2025 Zappos return
In this episode, Lucas and Luna explore why customer service often fails first-time users who are already frustrated. They examine a 2025 study from the Journal of Service Research showing that 68% of customers who conta
When a customer has a problem and you fix it brilliantly, their loyalty can actually increase beyond what it was before the failure. That's the recovery paradox — and it's one of the most counterintuitive dynamics in cus
A customer calls about a late delivery. The agent's first instinct is to apologize and offer a discount. But what if the real issue isn't the delay — it's that the customer had to take time off work to receive the packag
Episode 115 of The Customer Service Podcast argues that most service teams focus on the wrong moment: the resolution. Lucas and Luna explore a better approach called emotional arc mapping — tracking how a customer feels
Episode 114 of The Customer Service Podcast with Fexingo dives into a metric most call centres ignore: emotional amplification. Lucas and Luna explore how every interaction either cools down a customer's frustration or h
Lucas and Luna explore the counterintuitive power of the 'service pause' — a deliberate, scripted moment of silence in a customer interaction that lets the customer feel heard and gives the agent time to think. They diss
Most customer service scripts assume the customer is comfortable on the phone. But roughly one-third of the population leans introverted, and for them, a call with a stranger can feel draining before it even starts. In t
Lucas and Luna explore why the best customer service isn't always the agent who solves the problem — but the one who teaches the customer to solve it themselves. They dive into a 2025 study from the Journal of Service Re
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The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality is hosted by Fexingo. The show is categorised under business and has published 107 episodes.
The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality has published 107 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.
The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
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.
Our data rates The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality's guest bar at 80/100 (Premium tier). Established thought leaders with verified media credentials. Sign in to PitchCentric to see how your own Pod Score compares against this show.
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