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Revolutionizing Customer Experience: Insights from CEO, Pierce Buckley

Welcome to today’s episode of Business Growth Hacks, where we’re excited to introduce our guest, Pierce Buckley, the CEO and co-founder of Babel Force, a no-code contact center platform that puts control over customer experience into the hands of customer experience professionals. In this episode, Pierce shares his foundational ethos that there are no users, only people, and how this approach can help businesses compete on customer experience. Pierce brings a unique perspective on the importance of prioritizing individual people with problems in the customer service process.

During our conversation, we also discuss the challenges of starting a company and the importance of finding the right sales and marketing mix. They share their personal experience of starting a business, including their decision to follow their own approach, and the struggles of figuring out the right sales process. Join us as we delve into the world of customer experience and learn valuable insights on starting a successful business.

KEY POINTS:

  • Andrew is contemplating rebranding the podcast and is excited to have a great guest.
  • The icebreaker question asks whether one would prefer invisibility or super speed as a superpower.
  • Super speed is a better choice than invisibility because invisibility can be creepy.
  • Pierce Buckley, the CEO and co-founder of Babel Force, a no-code contact center platform that focuses on putting control over customer experience into the hands of customer experience professionals.
  • Pierce’s foundational ethos is that there are no users, only people, and the sooner businesses think in those terms, the sooner they can compete on customer experience.
  • The ethos comes from Pierce’s 22 years of experience in the customer experience and contact center industry, where it’s easy to forget that individual people with problems are the ones calling in.
  • Creating your own timeline means being willing to live on rice and onions during the process.
  • The decision to follow their approach may not have been the right one.
  • Sometimes the idea and timing do not match.
  • There is no perfect time to start a company.
  • No one figures out the perfect sales process quickly.
  • A single sentence from an investor indicated that anything that costs more than a thousand dollars a month is sales team-driven, not marketing-driven.
  • 80% of their leads are sales-driven when the cost is over a thousand dollars a month.
  • You will always wish you had done more research on the right sales and marketing mix.

QUOTABLE MOMENTS:

“It’s such an incredibly hard job trying to make customer service and customer experience high quality” – Pierce @ 8:07

“The longer I’m doing this game, the more I think it’s almost all storytelling” – Pierce @ 15:08

LINKS MENTIONED:

https://www.babelforce.com/

https://twitter.com/PierceGBuckley?s=20&t=zOZs-bAwxe873lYcSaq-bA

https://www.linkedin.com/in/piercebuckley/

Andrew Brockenbush on Twitter: https://twitter.com/abrockenbush

Beefy Marketing: https://www.beefymarketing.com

Beefy Marketing Blog https://beefymarketing.com/blog/