22. Making Customer Service Great Again

The Dirt

16-08-2022 • 52 mins

Are your customers happy? When they interact with your brand, is it a positive or negative experience? Do you have the metrics to fully answer those questions? Anuj Bhalla brings years of expertise in customer service and analytics to this episode, showing why you need data to track when things go right and when they go wrong.

Data is key to better understanding your customers and product, and part of that is being in the game long enough to gather those metrics and test them out. Some products will fail, some will succeed, and you need to be in a market long enough to understand the difference.

After leading the service analytics practice at Accenture, Anuj left to forge his own path by founding serviceMob, a tech company at the intersection of customer service and analytics. He believes this field is ripe for better study and transparency, and he’s here to explain why.

Key Takeaways

  • Creating win-win situations for your business and your customers is possible, it’s not an either/or. Both can be satisfied.
  • Understanding your customers–knowing how and why they interact with your company–is key to growth. Are you tracking the customer and usage metrics that give you insight into your customers’ business?
  • As a founder, you need to be in a market long enough to learn where the pain points are so you can solve them.


Resources

Anuj's LinkedIn

serviceMob website

Blue Collar VC by Mucker Capital

About
Anuj is Founder & CEO of serviceMob, a Southern California technology company on a mission to fix the many inefficiencies in how consumers access and interact with companies when they need customer service. Prior to founding serviceMob, he led the Service Analytics practice for Accenture Strategy, and served as the Innovation Lead for Internet & Social Media clients in Silicon Valley.

Anuj holds a Bachelors in Applied Mathematics from the University of California, Berkeley, and his MBA as a Sloan Fellow at the Massachusetts Institute of Technology, where he concentrated on innovation and analytics at the MIT Sloan School of Management.