CX Expert, Shep Hyken Hosts Interview Series with Relay CEO, Matt Gillin

Our CEO, Matt Gillin, had the opportunity to speak with Customer Service & CX Expert, Shep Hyken about all things customer engagement, and how Relay is shaking up the space in a meaningful way with our solution, the Relay Feed. In three separate interviews, all featured below, Matt and Shep broke down important topics including:

Every business is looking to establish relationships with their customers, so how can they do that today using digital tools at scale? By making the experiences truly personal. Matt and Shep discuss the difference between truly personal vs. personalized experiences, with real world examples, and how understanding the nuance between the two can have significant impact when it comes building relationships with customers. Watch the entire interview below:

Did you know that consumers spend on average 1,300 hours a year on social media? In the second interview, Matt and Shep discuss the feed format and how it has transformed consumer engagement. Matt talks about how Relay has retrofitted feed technology for the business and customer relationship, giving companies the opportunity to leverage the power of the channel to drive more trusting, and ultimately, more profitable relationships. Matt also shares a compelling story of the transformative power of the tool, when, as a result of the pandemic, a Relay client launched more than 11 million customer feeds and continues to use them today. Watch the entire interview below:

Get a customer. Keep a customer. Grow the relationship. That is the function of a business, which Shep learned from Harvard Business School professor, Ted Levitt, in his book, “The Marketing Imagination.” Most businesses today are still focused on the acquisition of new customers rather than combatting customer dormancy and driving retention. As Matt says, a dormant customer might as well be a churned customer: they are costly to the business, and they have no upside in terms of lifetime value. There is an opportunity today for businesses to educate, guide and build trust with customers to overcome dormancy and churn. To learn more, watch the entire interview below:

Like what you heard? To learn more about how Relay can help with your customer engagement initiatives, connect with us here.