Leo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX
·39 min·3 clips
Leo Lopez reveals the five CX mistakes startups make, drawn from his 30 years of seeing the same patterns.
The episode begins with hosts Mark Hillary and Peter Ryan introducing the focus on small to medium-sized enterprises and startups in CX. Peter Ryan highlights his conversation with Leo Lopez, prompted by a LinkedIn post about startup CX challenges. Lopez, a consultant and co-founder of Calltastic, structured the interview around five common mistakes. The first mistake is a lack of investment in CX strategy, both financial and strategic, with examples of startups neglecting customer support pre-launch. The second mistake is promoting frontline agents to leadership roles without proper development in contact center operations, leading to operational gaps. The third mistake involves using antiquated strategies like hiding contact information or relying solely on email, which Lopez contrasts with modern approaches like omnipresent chat buttons. The fourth mistake is not listening to customers, as leaders rarely engage with direct interactions or set up voice-of-customer mechanisms. The fifth mistake is a reactionary focus on CX, where startups only seek help after costly errors occur, rather than proactively building expertise. Throughout, Lopez stresses the interconnectedness of these mistakes and the importance of viewing CX through the customer's lens. The interview concludes with contact details for Lopez and a wrap-up from the hosts.
