From our recent Kiwi CX Collective Podcast Episode with Debbie Klintworth, Footprint Collective
Your Customer Service is Your Biggest Growth Opportunity
For too long, the contact center has been seen as a necessary evil—a cost center where customer complaints go to be resolved. But what if we told you it was actually a powerful growth engine for your business? The truth is, how you manage your customer experience directly impacts your bottom line.
In a recent episode of the Kiwi CX Collective podcast, we sat down with Debbie Klintworth, a globally experienced CX strategist and founder of Footprint Collective. With over 25 years of experience, Debbie knows that phenomenal customer experience starts from the inside out.
What You’ll Hear:
Stop Calling it a Cost Center: Debbie challenges the traditional view of the contact center, arguing that empowered staff can upsell, cross-sell, and, most importantly, retain customers. In a competitive market, customer retention is the most valuable form of growth.
The Power of People: In an age of AI and automation, Debbie emphasizes that empathy and human connection are more critical than ever. We explore how to build a strong, loyal team culture and why happy employees are the key to happy customers. It’s about empowering your team and giving them a voice—a strategy that has proven successful through major company mergers and high-pressure situations.
The Loyalty Link: We dive into the crucial link between employee loyalty and customer loyalty. When staff feel valued, empowered, and passionate about their work, they become brand advocates. This internal loyalty is the single most important factor that translates into long-term customer trust and allegiance.
Don’t miss this essential conversation. Watch the full episode to learn how to transform your customer experience team into your greatest asset.
Watch the full episode now:
Connect with our Guest:
- Debbie Klintworth: Founder, Footprint Collective
- LinkedIn: Debbie Klintworth
