Latest / Punk CX: Customer Experience Insights with Adrian Swinscoe
Find and fix customer problems by hiring a Customer Advocacy Manager - Interview with Carey Smith and Dave Waltz of Big Ass Fans
Today’s interview is with Carey Smith, founder & CEO (Chief Big Ass), and Dave Waltz, Customer Advocate, of Big Ass Fans, a manufacturer of high-volume low-speed fans for industrial, agricultural, commercial and residential use.
Carey and Dave join me today to talk about how their customer service strategy has been central to growing the business from $34 million in revenue in 2009 to a projected $175 million in 2014, what they are doing that’s different, silent complaints, why they hired a full-time customer advocate and what that person (Dave and his team) does and what they are responsible…
The skinny
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